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 chose to make 2 payments to cover XX/XX/2020 mortgage payment with additional money going towards principal. On XX/XX/2020 I submitted a payment for {$2200.00} to Freedom Mortgage. I made the second payment on XX/XX/2020 of {$1700.00}. This would be a total sum of {$4000.00} to cover my mortgage payment of {$2900.00} + {$1000.00} towards principal for XX/XX/XXXX. The system interpreted differently and directed all {$4000.00} toward principal bring my mortgage balance to {$420000.00}. I immediately called in and it was modified bringing my total balance to {$430000.00}, but they had reported the balance of {$420000.00}. The next month when my credit report was updated, my credit score went down significantly stating my balance increased for Freedom Mortgage by more than {$2000.00}. I submitted a dispute to XXXX but did not see my credit report updated. I would like my credit score to be updated accordingly. I share the mortgage with an individual and that individual 's credit score was also negatively affected. We both expect this to be fixed with an update to our credit scores. I was not delinquent or late on my payment which would have caused a negative impact on my credit score. This was all caused from wrong information being reported.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95776
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: I started a refinance process with Freedom Mortgage back in XX/XX/2020, at their offer, and it has costs me over 100 points off my credit score, access to other credit sources, and months of wasted time and effort. Because of their constant mistakes, negligence, non action to correct, and refusal to communicate with me, I'm submitting a complaint outside of their organization to force them to respond and remedy this situation. Closing took 3 attempts because they couldn't get my name spelled correctly and they are now pretty much ignoring me since the loan closed. We're in the middle of a worldwide pandemic and this company could care less how they're impacting both my monetary well being and physical health. I've tried to work with them, constantly calling and emailing, but all I get each time is " a manager will call you back ''. It's been 7 months with no relief in sight. I have experienced severe damages and will continue to suffer damages now and in the future. I see they've been in trouble before and I'm not sure why the VA continues to allow them to work with service members and veterans. They clearly don't value our business or care anything about how our families are impacted by their negligent practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is my second FCPB complaint with Freedom Mortgage, A loan officer called me after 3 weeks of trying to get ahold of them. They promised the world and would help me out, My credit score met the minimum but after they ran my credit it drop by 2 points and I was denied. They have refused to contact me their customer and explain the situation or even try to work with me. So far I have spent over 1 month trying with my lender to refinance my loan and have had no luck or no one to speak with with the exception of 1 20 mn phone call and nothing after that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing a complaint against freedom mortgage again for other issues I am having with them I made my XXXX mortgage payment by Internet on XX/XX/XXXX I had two other debits to freedom mortgage they were made not by me debited to my mortgage account I have bank statements showing that the initial debit and XX/XX/XXXX went through and how Freedom mortgage tried debiting my account two other times causing me overdraft fees and other charges. Freedom mortgage returned the money but then charged me a {$20.00} fee for their actions can you please help me with this company they tried stealing for me now theyre charging me money that I do not owe this is all due to me telling them that Im refinancing with another company Ive made Payments on time to this company ever since they bought my mortgage I am in fear that they are going to attempt to tarnish my good credit I reached out to them nobody is on the same page everybody gives me different answers I would like my money back I will be sending them an invoice for all error and finances do to them. And I am not paying any of there fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: This month alone I have been contacted 3 times to pay my mortgage with freedom mortgage. I have ask them to stop repeatedly. My bill is due on the XXXX and I have paid on the XXXX for the past 3 years. Every month. I get calls every constantly reminding me to pay. My mortgage is not late until the XXXX of the month. I shouldnt be getting this many calls from a company when I pay my bill and have for the last 3 years on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have 2 mortgages, 1 - our primary with Freedom Mortgage, the other is a real estate investment with XXXX XXXX. We never have made any of our payments late, yet both mortgages show that we are in forbearance status. We have tried repeatedly for lengths of time to have the banks change the status yet it remains. We are in the process of selling and would like to refinance the other loan. I am afraid it will be a huge problem for us to do either if the status shows that we are in forbearance. We also understand that the credit bureaus show both these loans in forbearance. When I emailed Freedom about this, they said it was because we made a late payment in XX/XX/2019, I have a confirmation email from them and the withdrawal from our account proving that is an inaccurate response. Please help us, we are not sure how to proceed. Thank you so much! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28409
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with Freedom Mortgage which I have now paid off during a refinance. I paid off my mortgage with Freedom in full on XX/XX/XXXX On XX/XX/XXXX I was charged the PMI for the month of XX/XX/XXXX and was up to date on my PMI. On XX/XX/XXXX {$290.00} was removed from my escrow balance. I called about this issue and was first told that this was a " hazard insurance supplement '' as they had determined that my insurance was not sufficient. I informed them that I no longer had a loan with them. They were confused and then took 48 hours to " research ''. After 48 hours they contacted me and told me that this was payoff to my PMI. I infomred them that I was up to date on my PMI and that furthermore the amount charged did not align with what my PMI payments were ( which was {$100.00} ). Several customer service supervisors were confused by this issue over three separate calls. They continue to claim that it is a valid charge without being able to articulate what the charge is for. I have asked for a refund of the charge and Freedom Mortgage has failed to refund over the past month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27707
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow analysis from my lender, Freedom Mortgage. Although my analysis predicted a surplus amount and a refund check was sent to me, Freedom mortgage raised my monthly payment amount. Freedom mortgage did not provide me with a shortage amount, nor did they provide me with the opportunity to pay any shortages so that my monthly house note would not increase. Freedom Mortgage just raised my house note, without any opportunity to pay the shortage. I attempted to resolve the matter by alerting them, but they have ignored or insufficiently responded to my inquiries. They have not answered the question of how they determined that I have a surplus which resulted in a refund and have my monthly house note go up at the same time because of a shortage. I received notice that I have an overage and shortage in the same escrow analysis letter. I know this sounds confusing, but that is why I require your intervention so that Freedom Mortgage can provide an accurate escrow analysis that shows what the shortage is, so I can pay it in full and reduce my monthly mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95363
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was acquired by Freedom in the first quarter of XXXX. At the time of acquisition I was current on my payments. Although I was in bankruptcy at the time, my home was not included. Not only did I pay my mortgage on time, I always overpaid. I received my first statement from Freedom dated XX/XX/XXXX. Not only was the payment amount incorrect, I was being charged XXXX as a past due amount. my statement also showed the money I had overpaid ( XXXX ) was being held as unapplied funds. My next statement was incorrect as well, I called but do not recall exactly what the rep said but I waited til the following month to see if the situation had been corrected and my payments properly applied. My statement dated ( XX/XX/XXXX ) reflected a payment amount of XXXX, with a positive balance in the category of past due amount of XXXX. My over payment ( unapplied ) was now XXXX. I paid the amount due of XXXX. I scheduled my next payment of XXXX to pay the amount due on XX/XX/XXXX. I expected the XXXX to be applied to my account however it disappeared. There was now a o balance. My over payments which should have been held until they equaled a full payment, were partly used, instead of XXXX I now had a balance of XXXX but my new payment due was otherwise correct at XXXX. This is just an introduction to the accounting issues I have had to deal with. I have spoken to numerous representatives who assured me the account would be looked at and errors corrected. My auto pay amount for XX/XX/XXXX was incorrect and this resulted in an underpayment on my part. My payment due XX/XX/XXXX including a XXXX fee classified as bankruptcy expenses was XXXX my auto pay was XXXX. I called Freedom and spoke to XXXX who told me to pay XXXX to bring the account current. I called back on the XXXX and was told to pay an additional XXXX and pay my regular payment amount next month ( XX/XX/XXXX ). My statement dated XX/XX/XXXX has erroneous fees in the amount of XXXX and XXXX overdue. I have no idea where these amounts came from. My XX/XX/XXXX statement reflected a payment due of XXXX. My auto pay paid XXXX. At this point my account should have been correct. I have made all my payments from this date forward before the XXXX of the month ( late ) with the exception being XXXX, XXXX, XXXX and XXXX of XXXX. Freedom granted me forbearance for these due to my loss of employment due to the Covid-19 crisis. On XX/XX/XXXX I paid XXXX for the month of XXXX. I owe XXXX for the months of XXXX XXXX and XXXX but Freedom says I owe XXXX. My account needs to be properly and fairly audited preferably by an appropriate outside agency. I have supporting documentation in the form of bank statements and mortgage statements. Additionally Freedom has neglected to report timely payments to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40014
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: For over a month Ive been trying to get my pay off mortgage amount from Freedom mortgage company. We sent total of four requests and every single one has been ignored. Today is XX/XX/20 I spoke on the phone with XXXX # XXXX, and she told me I can get it 3-5 business days ( Which they promised before, and ignored my requests ). And my closing is on XX/XX/20, I asked you o speak to supervisor and XXXX told me 24-48 hours a supervisor will call me back. Can you please help me get the pay off quote for my mortgage asap because these people are obviously corrupt. My loan number is XXXX at freedom mortgage. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53154
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A