Date Received: 2020-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am writing a complaint with Freedom Mortgage. They reached out to us to refinance our home. They came to our home 2 months ago and we signed the closing papers and a Notary signed and stamped papers as well as myself and my husband. They called about 4 days later said they sent the wrong papers. So my husband is out of town during the week for work he took a Friday off and thats the last time someone came out or even tried to get a hold of us. I have been calling and emailing the company for 2 months now. They told us a few times during me reaching out to them and that to not make out XXXX house payment because they messed up and they also spelled my last name different then my husbands. So for months I have been speaking to so many different people and I have everything wrote down with all info and names. So then after I keep calling and emailing they then said that they would have to start the process over but we had to make XXXX payment no matter what so we did they also said it wont go against his credit cause this wasnt our fault and that they were starting the process over. So again didnt reach out to me so I have reached out to them more then all I have already said. So again today I called and said no one has reached out to us and its almost the XXXX of the month and once that hits we have to start over again. This is all on their part and then he says we have to make XXXX payment and then they will start over again so this has been going on for months and I have tried to reach out to them more then I should of had to. So we decided that we were gon na go thru another company and because of Freedom Mortgage we can not because they said we were late on XXXX payment so it dropped husbands credit score XXXX points. I have never Dealt with a company like that before. No one is ever on the same page and you have a ton of different people telling you different things and none of them have even Spoke with each other about the situation. There is so much more information that would be better to speak with someone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 450XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 after experiencing a reduction of income and continued financial hardship from my trucking company, I contacted Freedom Mortgage Corporation located XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX in effort to seek mortgage assistance in the form of a loan modification or any other available relief. I completed the entire hardship packet which included IRS Form 4506-T ( allows us to verify tax return information if necessary ) Borrower ( s ) Financial Report Hardship Letter Brief explanation of reason for the hardship ( such as : illness or job loss ) signed and dated A current year profit and loss statement - signed and dated Checking and savings account statements for the past ( 2 ) months, both personal and business - include all pages Most recent business tax returns that are complete with all schedules and attachments. Since then I have continued to submit and resubmit the documents repeatedly, soon thereafter, I received notification my loan has been moved to the foreclosure department. I was told verbally in XXXX my loan modification was approved and to await the terms in the mail. After a few weeks of not receiving the packet, I contacted Freedom Mortgage and was advised my loan was NEVER approved nor has it been underwritten yet. Please assist me as I am in jeopardy of losing my home during this pandemic, Freedom Mortgage Corporation is practicing unfair lending practices in order to facilitate me becoming homeless, they have loss paperwork that I uploaded onto the website, I have had to re-submit documents several times, I have been very cooperative and readily available to speak to the loan processor and underwriters. I have a right as a homeowner to seek mortgage assistance from my lender when I experience a hardship, prior to this unprecedentedI paid my mortgage in a timely manner. I would like your assistance in procuring a loan modification so I can retain ownership of my home. The staff at Freedom Mortgage Corporation are unwilling to assist borrowers in retaining ownership of their homes, there have been several complaints filed against them due to these predatory lending practices. I would like to remain in my home and I will be able to pay my payments in a timely fashion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We have been trying to refinance our mortgage since XX/XX/2020, unfortunately we could not close until XX/XX/2020. The title company sent a wire transfer on XX/XX/2020, but did not get the dead line in time. I called Freedom Mortgage Customer Care on XX/XX/2020 spoke with XXXX, she assured me that if the wire transfer was dated XX/XX/2020, that they would not report us to the credit bureaus, ad they dont post payments on the weekends. I called numerous times since XX/XX/2020 and they spoke to different people, all told me the same thing, " it will be taken care of ''. I even sent 3 disputes to customer care and without a good outcome, then I noticed they state I was 30 days late in XXXX, that is fraud, The loan was in fact paid off on XXXX, 2020. They are refusing to work with me on this. Even showing a letter from the title company showing this is not our error, XXXX got very smart with me, and told me sorry there is nothing she could do for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and I have made double-digit attempts to communicate with Freedom about the issues we've had for months, attempting to refinance our mortgage, as Freedom contacted us to do so. To start from the beginning, my husband lost his job pretty promptly when the pandemic started, in early XX/XX/2020. As soon as this happened, we knew we needed to be concerned about affording our mortgage, and options were not yet available to defer our payments through government-backed COVID relief. My husband called and was thankfully able to get us into a forbearance program. Knowing that our debt would accrue to the extent that we would not be able to pay several months of mortgage in a single month, we still paid our XXXX payment in the first week of XXXX. We were on forbearance already, so it was late, but we weren't penalized, so we thought. After entering into forbearance, XXXX XXXX contacted my husband to sell us a refinance. The terms we were given were that we could refinance without a full application, we'd just have to pay closing costs to be added into the new loan, and we'd save hundreds of dollars/month on our payments - which we really needed with everything going on - despite the downstream financial costs of refinancing now ( yes, we considered them though they were unspoken ). The condition XXXX gave us to applying for refinance was that we had to come off of forbearance and stay current on our mortgage. We were also in the middle of getting a roof claim approved and paid for by our insurance, which she said would not impact the refinance. To meet the condition that we needed to come off of forbearance, I had to pay a second mortgage payment in XXXX, as well as XXXX 's payment shortly thereafter. To do so on XXXX income, as my husband was unable to obtain unemployment from the state ( another ordeal entirely ), I had to pull funds from my retirement savings. As of the end of XXXX of XX/XX/2020, we had applied for refinance, we were awaiting payment from our insurance company to have our roof replaced, and we were current on our mortgage. A few weeks passed, and we hadn't received any information from XXXX on the refinance timeline. The pandemic worsened and my husband still wasn't working, so we called XXXX to find out if we needed to make further plans for affording our XXXX mortgage payments. XXXX did not answer, nor did she return the numerous emails sent to her. It wasn't until we received a call from our refinance application processor, XXXX XXXX, that we heard from XXXX that our application was with the title company. The title company told us that the roof work meant that we had a lien on our home which would prevent our application from getting completed, contrary to what XXXX said. Also, once our roof work was completed and the lien was removed, the title company spelled my name wrong which delayed our application even further. Weeks of waiting passed, when we received an email, not a call, that our refinance application was submitted for denial. My husband called XXXX and was told that we were denied because of the late payment in XXXX. XXXX has provided us with the phone numbers of several managers and supervisors to call, but not a single one has returned any of our phone calls. I myself have called and left a number of unanswered voicemails. It is now over 4 months into this pandemic and refinance process. Two additional mortgage payments have been made on time, at a time when each mortgage payment is a cost to another financial obligation for our family. WE NEED RESOLVE. Yes, all the financial decisions leading us to this point were voluntary, but they were made on the basis of false information provided to us by the Freedom refinance sales team. My moral disagreements with the way business was performed are as follows : 1. This entire process is a sales bait and switch tactic - which is illegal, not just unethical. 2. The timing of everything has made the ethics of this even more questionable - yet not a single a ccommodation has been provided from Freedom. 3. Freedom has only ever been easy to reach in this process when we were sold something that provided financial gain for the business. 4. It was bad enough that the sales team could not return messages, but employees who are in leadership positions should be held to higher standards to be accountable for shoddy work of their teams and to escalate consumer issues of which they are apprised. 5. I've spoken with a number of customer care representatives, and not one has had the ability to warm transfer me to a live supervisor or manager. Having worked in several less regulated or critical areas of customer service, I can say from experience that this is a HUGE FAIL to consumers on any given day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance my mortgage for over 90 days. The mortgage provider has promised ( in writing ) a credit to my account which it is intentionally omitting from the closing document. The mortgage company has sent the closing documents with the wrong information on the closing date several times and in every time I am told the problem has been fixed an additional amount is added to the closing statement. The company is misleading regarding the stated changes in the closing documents which are normally sent on the day of the closing leaving very little time for review and change.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11581
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have two complaints. ( 1 ) I refinance my loan with Freedom Mortgage with another company. The new mortgage company paid my loan off on XX/XX/2020 and everything settled on that day. It is now XX/XX/2020 and I have yet to receive my Escrow refund or the refund for over-funding of the loan as I had to make 1 extra additional payment before the loan funded. Freedom Mortgage has not provided refund for my escrow and the over-funded amount within 30 days of the settlement. I have contacted them with no response. ( 2 ) Freedom Mortgage charged me a {$30.00} fee 5 times for a payoff request from XX/XX/2020 - XX/XX/2020. This is absurd and I have asked for evidence for each request. I have not received any reply from Freedom Mortgage about these gross overcharges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85014
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I received the title of XXXX XXXX XXXX XXXXXXXX veteran XXXX XXXX. I contacted freedom mortgage about my mortgage amount and sent in documentation and uploaded it to my account for the tax department. I requested my mortgage be updated and the tax removed as I now dont pay property taxes as per the State of Va. I forwarded them all the required requested documents and a month later heard nothing. I recalled and asked what the status was and they said its being updated. Another month goes by and I called them asking about what the status was and they said I was missing paperwork. I resent the same documents and now its beginning XXXX and I call again. They said it was in process still. Towards the end of XXXX I got very frustrated with how they were conducting business and decided to refinance my loan with another company. I found another company to refinance with and I was advised freedom mortgage was handling the documentation and transfer of loan. I advised Freedom mortgage to make sure that when they were conjuring the documents to include the fact that I do not pay property taxes and do not send a notary to my house with documentation for the new prospective mortgage company stating that I pay property taxes. I paid my mortgage up until XXXX as requested by freedom mortgage as per the refinance terms. The terms were I would pay up to XXXX I wouldnt pay XXXX because I was in refinance and signing my loan papers via notary in XXXX. and XXXX I would pay My adjusted mortgage minus property with my with my new lender. XX/XX/XXXX XXXX and The notary arrived at my house with the paperwork to sign for a refinance for my new lender from freedom mortgage she was sent. I reviewed every piece of documentation before signing it and I noticed that my new mortgage was including property taxes. I advised her that the paperwork is messed up because I dont pay property taxes and called freedom mortgage refinance department immediately. After waiting on the phone for two hours and 45 minutes I got a hold of someone and she advised me that she would fix the paperwork and that they would reach back out to me to re-sign them soon. No one from freedom mortgage reached out to me and it was XX/XX/XXXX when I called them back asking about what was going on with the status of my new loan paperwork an appointment with the notary to sign. I was advised that the terms were being fixed and the documentation was still in transit but they were wondering why I didnt pay XXXX. They advised me in order to get my refinance fixed I would have to pay XXXX after they stated to me I wouldnt have to pay. They advised me that my last loan terms expired and that now I have to pay XXXX, when no one reached out to me about anything changing or about if they dont have the proper paperwork what would happen. So Im still waiting for my new paperwork for my new loan terms with my perspective lender And freedom mortgage is now telling me I need to pay for XXXX when we when Im within the last week of XXXX for my mortgage after advising me I didnt have to pay for it. But then telling me on the phone that I didnt have to pay for it because of the term of the loan before but now that expired. I explain to the guy that the reason for the terms of the loan is expiring was our fault of freedom mortgage because they have had my property tax information and status changed since XXXX backdated to XXXX and they have not fixed it. So the reason why I didnt carry over to my new lender was because of their fault. So now Im here with 10 days left in XXXX Payment after telling me I didnt have to pay and now I dont know what my XXXX payment would be if it would be with my perspective lender or the current one who still charges me the original amount and continues to take property Taxes from me. Im basically being forced to pay a mortgage that is incorrect for a month that they told me I didnt have to pay it after months of requesting an update in my mortgage that never happened hence forth the reason as to why Im moving to a new lender. And the documentation for that got messed up because of the fact that freedom mortgage has not done what they needed to do. How is it that freedom mortgage Cant continue to charge me my mortgage amount based off of taxes when I dont pay property taxes. Then mess up my loan terms for my perspective lender and then tell me I Re owe money that they told me I didnt know. Yet the reason that loan expired was at their fault to begin with. Today is XX/XX/XXXX and I was told via telephone that someone would call me yet I still dont know the stipulations of my current loan with my mortgage lender my perspective loan or what amount is what since I have been charged incorrectly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want to complain about Freedom Mortgage. I am a cosigner on my daughter 's mortgage. She had some extenuating circumstances that put her behind on her payments. So I called to make the payment that I received in the mail of the default amount. I gave my routing number and account number. I got a confirmation number and watched my account for it to be drawn. 3 days later it hadn't drawn so I called again and got a runaround that there had been a problem and i was put on hold while they " took care of '' the problem. I was told that it now had just posted. 13 days later it still hadn't posted so I have talked to 3 different agents. Was hung up on by one who didn't want to post my payment to the original date that I made the payment. They had told me that my credit union had returned the request. I visited the credit union branch manager today who went through my account and said that there had never been a request for the ACH payment. I called my daughter and she told me that they have terrible customer service and that she has gotten a runaround every time she has called them. The comments on " XXXX '' online are terrible as well. The fifth call after 2 weeks I finally got XXXX teller # XXXX who was very helpful and seemed like she has it together. Now I'm just waiting to see if the payment goes through. Another interesting thing is that the delinquent amount I got in the letter was a totally different amount than the amount I paid. Seems their letters pad the amount owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84790
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I put in an application for a simple streamline refinance on XX/XX/2020. I was told this process would take a couple of weeks. The only thing different about my application is that the va loan was also in my husbands name, who passed away, and it needed to be put into my name only. I have been told that this process is already completed and that my title is clear. On XX/XX/2020 I was emailed that the charges had changed. I was quoted originally {$2000.00} and now it was {$4000.00}. They have already taken a large portion of my original loans escrow to pay for all these charges. I have left multiple messages, emails, and internal emails to the original loan officer, XXXX XXXX, my so called customer advocate and processor, XXXX XXXX, and to her supervisor, XXXX XXXX to try to find out why this is taking so long and why I am being charged a second time and no one will contact me. On XXXX XXXX an internal email was sent to the escalations department. I called back XX/XX/2020 trying to see why they had not called me and at that time I was told by a closing scheduler that my application was expired! Escalations department was sent yet another internal email. No one has contacted me from there either! I am being ignored and I believe I'm being ripped off! I have called crying more times than I can count and no one can get me to anyone that can help me! I've been waiting 4 months to get 2 months off on mortgage payments and pay {$200.00} less per month on my new mortgage. This is causing me a huge amount of stress and anxiety! The people mentioned above should be fired! I need someone to get my file that can resolve this situation. Also while still paying my original loan payments, I'm now being told I have an escrow shortage when I call. The amount of time this has taken is of no fault of mine!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We entered into the affordable cares act by calling our Freedom mortgage and after just one month our balance has been increased {$2200.00} I was told it was for interest and that the loan would be charged interest every month and added in for every month missed during the cares act forbearance plan. I asked the lender where on the forms they sent that this was stated and he couldn't find it. I also stated that the cares act states that no interest would be charged on late payments. According to Freedom mortgage not only will the interest be added but once I start making my payments I will still have to repay the full amount that I forbear 'd. So that means interest will be charged on the cares act twice. This will and is already effecting my credit score due to the balance increasing monthly. My loan # XXXX with Freedom Mortgage XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A