Date Received: 2020-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had processed a payment through my bank 's bill pay function to Freedom Mortgage ( as I have done for all the previous {$1500.00} monthly payments ) in the amount of {$27000.00} to pay down the balance. Nine days later the amount had still not been withdrawn from the account, so I registered a call to inquire. Was told that anything over {$10000.00} has to come as a certified check and that they would be sending back the {$27000.00} payment. I then asked for the payoff balance and was told it would cost {$30.00} and take three days. Don't know if this is typical, but I recently sold another property and the payoff balance was available online instantly and at no cost. Now, not only will I have the {$30.00} expense for information that should be readily available for free, but also a stop payment expense from my bank since they could not confirm receipt or mail back of the {$27000.00} payment. I supposedly do not have a payoff penalty with this mortgage, but it sure seems like they are doing everything in the power to prevent an early payoff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75218
Submitted Via: Web
Date Sent: 2020-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2020, my wife contacted Freedom Mortgage about a flag that appears appeared to be a forbearance flag and spoke to a XXXX ( Employee ID XXXX ) and she stated that our account did not show a forbearance. My wife asked XXXX to get a letter stating that information along with a 12 month payment history. Unsatisfied with the conversation my wife called again on XX/XX/XXXX and spoke with a XXXX ( Employee ID XXXX ) and stated that the first worker, XXXX, did not include the proper request in their system notes. XXXX fixed the notes and my wife asked to speak to a supervisor. My wife spoke to a supervisor XXXX ( Employee ID XXXX ) where he stated that the flag was due to XXXX and an emergency flag was placed on our credit report. XXXX then stated that that a letter from Freedom Mortgage stating that we had never had a forbearance on our account and a 12 month payment history would be furnished by XX/XX/2020, but should be completed sooner to be email to my wife 's email address on file with Freedom Mortgage. On XX/XX/2020, I called and spoke to a XXXX ( Employee ID unknown ) and he stated that he was not sure why my wife did not received the email with the requested letter yet because it was completed on XX/XX/2020. My wife had checked all of her email folders, including spam, and no email was received. XXXX stated that he would expedite a resending of the letter with the 12 month payment history. While we were in conversation he stated that the letter was being sent, which was XXXX XXXX PDT. By XXXX XXXX PDT, we had not received the email yet so my wife called again. My wife spoke to a XXXX ( spelling unsure ) ( Employee ID XXXX ), where she said that the letter would be completed by XX/XX/2020. Unsatisfied with this answer, my wife requested a supervisor and spoke to a XXXX ( Employee ID XXXX ). XXXX, being very argumentative, stated that the letter would be completed the next day on XX/XX/XXXX. My wife inquired why we kept getting the run around and told her that we would just have wait. My wife asked to speak to XXXX XXXX manager or somebody in corporate. XXXX stated that we could not do that but we could mail correspondence to Freedom Mortgage 's corporate office in New Jersey, He gave her the mailing address. My wife continued to ask XXXX more questions where he hung up on her. We decided to wait and when on XX/XX/2020, we had not yet received our email we called Freedom Mortgage and spoke to XXXX ( Employee ID XXXX ) she said that she was unsure why the letter had not been sent but we would have to speak to the original supervisor XXXX and we could not speak to another supervisor. She then stated that XXXX was unavailable and he would have to call my wife back within 24 hours. I will attempt to contact Freedom Mortgage again but believe that it will be unfruitful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95350
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Home purchase closed on XX/XX/2019. Escrow account was set aside to cover repairs. Repairs were completed over a month ago. The appraiser came and inspected them and told me everything was okay and that the information would be sent to the bank. The lender will not return calls so we can have the money released. I need to pay the contractors. My real estate agent and I have made over thirty calls, messages and texts to the loan officer, loan office manager and national office trying to get someone to release the escrow funds. We got sent in circles with no satisfactory response. No one returns calls. My real estate agent is a retired loan officer who says that Freedom Mortgae is acting in a negligent and criminal manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44601
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 our mortgage lender Freedom Mortgage issued the annual Escrow Account Disclosure Statement. In the statement they calculated that we had a surplus of {$1700.00}. Under RESPA, they have 30 days from the date of the statement to refund any amount over {$50.00}. As of XX/XX/2020, they have not refunded said amount. Called Freedom today, XX/XX/2020, and was informed the refund would not be processed until XX/XX/2020. In my call I stated that federal statute states that refunds must be made within 30 days, and their claim was they were behind due to the virus. A virus is no excuse to violate federal statute. Yes, the surplus will be paid, but it is still late, so I would like it on the record that they violated RESPA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to complete a streamline FHA refinance since XXXX of XXXX with no success, with two attempted applications and two different loan officers. Every month they miss deadlines, then tell me my paperwork is expired, which I then re-submit. Then they will take over a week to " review '' a single page document, only to report something else is now expired. It's circular, over and over. I call every other day or updates and I'm told everything is great, given estimated closing dates, etc. Then a few days go by and its back to square one. Resubmit, wait for the review, miss the XXXX of the month, and start over again. Today being the XXXX, I just experienced the XXXX month of this circular XXXX and watched my closing disclosures change by over XXXX XXXX dollars.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I see multiple 30 & 60-days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied to refinance my FHA loan into Conventional loan with my current mortgage servicer, Freedom Mortgage. I was able to find a better deal elsewhere. I explained this to my loan officer. I then received a call on XX/XX/2020 from a woman at Fredom Mortgage asking when I was going to make my payment. I had never received a call like this. I stated that I would be making the payment before it's due date. On XX/XX/2020 I received a letter stating I was being placed on a repayment plan as of XX/XX/2020. I had already made my payment, this is being done to prevent me from refinancing my home with another servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80915
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive made 2 previous inquiries to Freedom Mortgage via phone about removal of PMI ( Private Mortgage Insurance ) once my loan to value was under 80 % in XXXX. I was told that PMI wouldnt be removed until the original date the loan is due to be under 80 % ( several years from now ), even if I reached this number sooner than that date. I sent an electronic message via the Freedom Mortgage website on XX/XX/XXXX. I received an electronic response that stated informed us about the " BPO Process '' and getting our house appraised in order to start the process for PMI removal. This was the first time i was notified about this process and appraisal. Whether deliberate or customer service incompetence ( or lack of knowledge ), I've overpaid PMI Fees since XX/XX/XXXX. Freedom mortgage failed to inform us about the BPO process during my previous inquiries. We were not informed of the BPO process until Freedoms Mortgage 's reply on XX/XX/XXXX. Since we've met all requirements for removal of PMI since XX/XX/XXXX. On XX/XX/XXXXWe sent a electronic message via the Freedom Mortgage website requesting that they waive the BPO fee of {$100.00}, and refund all PMI payments made following the loan balance reaching 80 % of original value. On XX/XX/XXXX we paid the mortgage in full ; we called Freedom mortgage to make sure the wired funds were received and to check on the PMI request. The representative stated that the wire was received ; however, they did not see the written request made on XX/XX/XXXX. I informed the representative about my request to refund PMI payments, and they she stated that thats not something they typically do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19027
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started a streamline refinance the 2nd week of XXXX due to covid I wanted to lower my payment so unemployment would cover my Freedom mortgage Loan Spoke to XXXX XXXX XXXX XXXX on XX/XX/XXXX 2020 Again on XX/XX/XXXX20 He told me to skip XXXX XXXX payments and pay XX/XX/XXXX payment, Didnt notify me of anything Else didnt enforce to pay Id refinance didnt go through during the process, my credit was affected by their negligence and lack of communications. I have all the digital documents they made me sign and refuse to fix the problem. XX/XX/XXXX20 it was transferred to XXXX XXXX XXXX XXXX who sent me digital paperwork XX/XX/XXXX2020 XXXX/XXXX20 Another loan person contacted me XXXX XXXX through email only never a phone call advising me to contact XXXX not rectifying the verbiage used by XXXX or letting me know anything really. XX/XX/XXXX20 Contacted customer service who was awesome letting me know all supervisors would be notified XXXX no one called me back XXXX spoke with A XXXX, XXXX they placed me in forbearance due to unemployment not paying until late may. XX/XX/XXXX20 Ashimi ( in charge of my case ) notified me my credit issues would be fixed in a couple or a few days not months and she would call me back, also said she didnt have a number just her ID which I forgot. I explained the entire situation she said it will be fixed. Today to this day they have not fixed my credit it actually decreased from XXXX to XXXX due to their error, I have called and Requested them to fix my credit at least, since the refinance was cancelled on my part because of the emotional trauma this has caused me. With everything going on with covid affecting my city immensely and all the anxiety caused by this company I dont understand how they are still in business. Freedom Mortgage is an appalling company and the loan department needs to be investigated from lying to entice a sale to lack of communication and ruining credit on their customers. I told them I work for. Federal company who requires a good credit report and have yet to care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: after numerous attempted phone calls numbering into the double digits of transfer & voice mails and E-mails I have not been able to resolve my refinancing my mortgage loan application as of XX/XX/XXXX because of a loan suboardination response from XXXX XXXX as the holdup for the loan. It feel 's like I am stuck between to financial svc Giants that are jerking me around. I am a XXXX yr old XXXX XXXX XXXX XXXX XXXX that's had a full blown XXXX & XXXX XXXX XXXX etc - etc. I am at present a Freedom Mortgage Holder and have E-mailed them the suggestion of a novel idea which would be to integrate the HELOC loan into the mortgage loan. It seems everything stopped in the loan process when the suboardination release came into play with the loan. I thought with my credit score of " XXXX '' & my payment history of never ever missing a payment since XX/XX/XXXX that I have owned the home. I also got an interest rate lock agreement of 2.75 % from them. I believe I spotted the problem looking at that agreement which shows the market value of my home at {$410000.00} which is incorrect because that was the value of it 6years ago. The current XXXX Property Tax Notice market value is {$550000.00} I believe II have enough equity because I only owe {$340000.00}. I believe this meets the Loan To Equity standard. In these last few months I have really become frustrated no " LIVID ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84121
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A