Date Received: 2023-11-16
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: To whom it may concern, My XXXX and I purchased our new home in XXXX and Freedom Mortgage took over the mortgage shortly after from the builder XXXX. Our taxes were due XX/XX/XXXX that should have been paid by Freedom Mortgage from our escrow account. Unfortunately Freedom Mortgage did not. I called them XX/XX/XXXX which they mentioned they did not have the appropriate information which I immediately provided them. Subsequently, I have called numerous times since and even XXXX XXXX XXXX department has as well. Freedom Mortgage continues to come up with a different story. There is now interest acquiring and they don't seem to care. Any help is greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07424
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Freedom mortgage company purchased my loan but didn't attach XXXX exempt form to the loan causing my loan to be reported XXXX month behind on my credit report decrease my score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Notices from morgage co XXXX XXXX XXXX Call in twice to set up repayment plan Paper work was requested. Person on phone could not make arrangement for repayment plan. More information was needed. Waiting on paper work To resubmit to lossmitigation @
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32533
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My mortgage was transferred to Freedom Mortgage prior to the first payment. The first payment was due on XXXX XXXX XXXX. We paid the amount due for XXXX on XX/XX/2023. On XX/XX/2023 I was advised by email that Freedom Mortgage had not paid the insurance the insurance would be cancelled if payment was not made on that date. I called Freedom Mortgage and spoke with XXXX XXXX. She acknowledged that payment had not been made and said she could remedy the problem by making a credit card payment to the insurance company. She advised that there would be a 2.99 % charge on the credit card which amounted to {$120.00} and that amount would be billed to me and added to the principal. I have done everything correctly under the contract and should not have to absorb a cost due to their incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have been in constant contact with Freedom Mortgage expecting a property tax over payment refund from XXXX XXXX XXXX XXXX in XXXX Virginia. On XX/XX/XXXX the property tax exemption was applied to the account and Freedom Mortgage did an Escrow Account Review and Disclosure Statement revealing a surplus in the escrow account of {$280.00}. they were retaining because the account was delinquent. They were advised the property tax over payment refund from XXXX XXXX would be sent directly to them in early XXXX and should be used to pay the mortgage payment arrears and return the balance of the refund to me. This was communicated on the telephone with an agent on XX/XX/2023 and assured the funds would be used to pay the arrears and refund the balance. The refund checks arrived and were deposited in late XXXX and the first week of XXXX. Constantly inquiring if they had received the money and applied it as discussed I was informed the money had not arrived. I obtained copies of the deposits from the XXXX XXXX XXXX XXXX revealing the deposits had already been deposited but they were unable to locate them or account for them. I forwarded copies of the deposit and then they mysteriously were able to locate the funds and they were directed to use them as discussed and assured they would be from our telephone conversation of XX/XX/XXXX to pay the mortgage arrears, remove the property taxes that they had still not taken out of the amount due they were charging after the tax exemption that had been authorized and pay that amount with the property tax over payment refund and send the remaining balance to me. {$23000.00} were finally listed as having been received on XX/XX/2023 on the Freedom Mortgage website, approx. 3 weeks after being deposited. Then ignoring our entire conversation, messages and promises they deposited the amount into the existing escrow account containing the surplus which had been frozen due to the delinquency, instead of applying the property tax over payment refund to bring the account up to date by using the money to pay the mortgage in arrears as discussed and directed. So they put it into the escrow account, stated the money could not be used or refunded and I needed to get more money from somewhere else to pay them. While they sit on my property tax over payment refund due to the tax exemption my husband died for to qualify due to his XXXX years honorable service in the XXXX XXXX and exposure to XXXX XXXX. They lied to me, lost track of my deposited money from the tax people, made promises through the lass mitigation department employee on behalf of the principles and refused to honor them. Had been kept abreast of the entire situation and development during the few months it took to process the refund and never responded to the request to correct the amounts due " by removing the property tax from the amounts '' and my promises to, make payments online could not be processed due to the incorrect amount and finally the last straw was advising my attorney on after receiving a formal request/demand to correct these errors and apply my refund to pay the arrears and return the refund on XX/XX/2023 they said the foreclosure was on hold pending a decision then proceeded to ignore the letter and promise and sent a bill for {$9100.00} " including attorneys fees, still containing exempt property taxes and also a few mysterious fees in addition for another approx {$1400.00}. I'm afraid if this keeps up, they'll have effectively squandered the entire refund my husband gave his life for and proceed with the still and continuing active foreclosure. While all along sitting on enough money to having resolved this entire situation in the first week of XX/XX/2023 when they had the property tax over payment refund in their bank to resolve everything outstanding, including the money I'm owed from the refund. Please Help, I feel as if they have misappropriated and commingled my refund to prolong and easy solution to using my money to pay my bill through these deceptive procedures and processes are almost extorting money out of my account to enrich themselves. Thank You in advance for any assistance you may be able to provide in holding them to account for the empty broken verbal agreements and promises and have my account restored with existing money they posses that belongs to me and have the balance refunded. And please stop threatening me with foreclosure, I'm not sure how much longer my XXXX XXXXXXXX will last at XXXX with this kind of treatment. Sincerely, XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I submitted my own insurance prior to XXXX XX/XX/2023 as they stated in their letters to remove forced insurance. The mortgage payment was not adjusted/lowered to reflect my new insurance so I requested the tax information since I already had the interest, principal, and insurance information because it looked like I was overpaying {$360.00} per month for XXXX and XXXX. They claimed they needed further research and they could not provide the information until XX/XX/2023 which is after my next mortgage due date. After I submitted my own insurance in XX/XX/2023 they informed me I would be refunded the difference after these past payments but i have received XXXX response about my mortgage adjustments nor updates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96701
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: BLUF : My escrow payments are roughly {$700.00} more monthly than they should be because Freedom Mortgage has failed to complete an escrow analysis for three months, even though they have all the necessary documentation. I bought my house using XXXX XXXXXXXX XXXX in XX/XX/2023. I got a notice that Freedom Mortgage took over my mortgage in XX/XX/2023. I received my updated Property tax information in XX/XX/2023, and I hired a wind mitigation survey to be completed, allowing me to lower premiums on my insurance through XXXX. I submitted my property tax documents and insurance coverage on or around XX/XX/2023. I was told this would be reviewed, and my monthly payment would drop significantly. I would see this reflected on next month 's bill. I received the following month 's bill with no update to it. I called the number listed on my mortgage bill, and they said they confirmed they received the information and would complete an escrow analysis. I received the next month 's bill, and nothing has changed. I called again, and they said they didn't see an escrow analysis completed yet, but they'd put it in for one. Today, XX/XX/2023, I called the mortgage line and asked about my bill. ID # XXXX ( XXXX ) confirmed that escrow research was done on XX/XX/XXXX, verifying that my property tax records are accurate. XXXX told me that she must now submit this for an escrow analysis.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70471
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This company is misallocating funds. I have reached out to them on several occasions to resolve the problem. I would get hung up on and finally receive a notice with an explanation that does not make any sense. I let it go at first, but it keeps happening and I'm sure I am not the only person. I also had a problem with closing this transaction and the funds were also mismanaged. 1st. occurrence - This loan was refinanced and the first payment was not due until XX/XX/XXXX - I made payments XXXX payments to the principle only prior to the initial due date and noticed on the statement they used a portion of it for the interest. I called to fix the problem only to get the run around, but I let it go because it was getting very stressful with being handed off to many representatives. 2nd occurrence - On statement dated XX/XX/XXXX - I had an escrow balance of {$7500.00} a payment was made to my insurance company in the amount of {$980.00} and on the following statement it showed a payment to the Tax Disbursement in the amount of {$4700.00} - for a total amount of {$5700.00} which should have left me a total of {$1800.00}, however, when the statement dated XX/XX/XXXX came out, it only showed a balance of what was just added {$840.00}. I inquired about the balance and could not get a straight answer. After my escrow balance started all over from scratch, my escrow amount was not enough and they sent me out a notice that my payment would increase unless I paid the amount of {$360.00}, I paid the overage and my payment still went up. I didn't notice the increase until a few months later. when I inquired about the payment, they made a few adjustments on my account and reallocated more money into my escrow account. I pay biweekly with an additional {$150.00} per month going to my principle, these payments are automatic. After the adjustments were made, the company was now reporting that I missed a payment, they waived the first late fee, but didn't the 2nd month. This was reported to the credit company and dropped my credit score by XXXX points. This caused me financial harm with my other creditors. I reached out again via an email and they fixed the credit report, but then they messed up again, by placing a very low amount into my principle account and doubling the amount that was placed in the interest account. If you follow the paper trail, this situation should have been resolved immediately, but here I am frustrated with all of the money that has been misallocated, gone missing and just overall mishandling of funds. I set this account up to make my payments on time with a little extra to pay off this loan sooner, but the customer service and the lack of understanding caused me to submit this request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2023 we changed our home insurance from XXXX to XXXX. When we changed, I provided XXXX with information regarding our loan to get the payment handled since it is all through the loan. There was some sort of miscommunication between XXXX and Freedom Mortgage, so our insurance was not paid immediately. This resulted in Freedom Mortgage thinking we didnt have insurance and signing us up for one even though we were signed up for XXXX. In XXXX 2023 I was called in resolve the issue. I was told by a representative from Freedom Mortgage that it is all handled now. In XXXX 2023 our mortgage went up again. The insurance we were signed up for by freedom mortgage had not been canceled/we had not received a refund for the insurance. Since then I have been trying to get the name of the insurance from them so I can make an effort to cancel it and have not been given anything. We are paying for two home insurances, one which they wrongfully signed us up for due to a miscommunication and are now withholding information from us, even though we have asked, and claimed that they sent a letter to us in XXXX that we do not have. Now they are refusing to provide us with any information and sold our loan to another company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 67212
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: I was in forbearance with FREEDOM MORTGAGE and in XXXX of XXXX I filled out, signed, and returned the loan modification documents. XXXX of XXXX I was informed they got the maturity date wrong and I needed new documents. XXXX of XXXX I received the partial VA claim to resign and they wrote my wife 's name incorrectly. I did not receive another remod documents until XXXX of XXXX and now the interest rate has doubled. Mind you I called EVERY SINCE MONTH PAYING AND ASKING FOR UDPATES AND NEW PAPERWORK.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33573
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A