Date Received: 2020-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were solicited by Freedom Mortgage via Mr XXXX XXXX to complete a streamline refinance of our first mortgage at the end of XX/XX/XXXX. We are not sure what happened, but the initial application was not processed by Freedom. So we had to reapply back in XX/XX/XXXXof this year. We still have not closed on this loan. Freedom Mortgage apparently did not know how to complete a subordination agreement. Even back as far as XX/XX/XXXX when we contacted our second lien holder to find out exactly what they needed to complete a subordination packet and emailed the exact information to Mr XXXX XXXX ( one of many different loan processors we have been shuffled with ), they still did not even attempt to send a pack until around XX/XX/XXXX. We have detailed notes from the many phone calls and email messages regarding this subordination process. For example, on XX/XX/XXXX per XXXX XXXX ( one of the many different loan processors after Mr XXXX ) they were " putting the subordination packet together. '' On XX/XX/XXXX per XXXX XXXX they are now " cutting the check for the subordination fee. '' On XX/XX/XXXX, they withdrew our application for being incomplete - stating it was our fault that we had not provided the subordination agreement. We legally can not complete this step for them! We were then transferred to another loan processor, Mr XXXX XXXX, who then had to put our application back into open status. We now have a new loan processor, XXXX XXXX. On XX/XX/XXXX, we received a call from our second mortgage company saying that Freedom did not send a complete subordination packet. We just spoke with our second mortgage company, and finally as of this week XX/XX/XXXX, they have a full packet. This company also tried to sneak in a new requirement that was not part of our original loan - a flood zone requirement. We are not in a flood zone, and this is not a requirement for our current loan. They backed off of that. On XX/XX/XXXX we emailed XXXX XXXX, Mr XXXX XXXX and tried to email the president of the company, the relations manager of the company and another supervisor XXXX XXXX. Yet, nothing was done for a few more weeks. We are starting to wonder if they are unwilling to work on our loan because of a bias due to our last name and assumed race. We filed a better business bureau complaint which nothing happened with that either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84414
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Currently hold a mortgage with Freedom Mortgage. The mortgage is and has always been in good standing. I was looking to refinance to eliminate Mortgage Insurance. I called Freedom on XX/XX/2020 to start the refinance process. On XX/XX/2020, I received an email that there was a lien on my property, as a result of a business transaction. Within the email I was told that I needed to hire an attorney, which they referred, to file a Homestead Affidavit as Release of Lien. Once filed we could then proceed with the closing. I hired XXXX XXXX for the task and the affidavit was filed with XXXX XXXX on XX/XX/2020. A copy of the filed affidavit was sent to Freedom Mortgage and XXXX XXXX XXXX. Since then despite my repeated attempts to obtain a status nothing has been forthcoming from Freedom. XXXX XXXX, my original contact, told me that he was re-assigned and no longer handled mortgages. The person he referred me to, told me that she was not handling my case. On XX/XX/2020 I sent a letter via email to XXXX XXXX, detailing my experience with Freedom. No response. On XX/XX/2020 I Certified Mail the same letter to XXXX XXXX. It was received and signed for on XX/XX/2020. No response through date. I have spent almost {$1300.00} between legal fees and appraisal costs. I would like a response as to why we have not proceeded with the refinance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Regarding Escrow Refund dated XX/XX/XXXX for {$2300.00} from Freedom Mortgage. Concerning not receiving the escrow refund, having contacted the Freedom Mortgage on XX/XX/XXXX, Customer Service over the phone ( XXXX ), then again XX/XX/XXXX by email with acknowledgment of receipt of the inquiry, XX/XX/XXXX again by phone ( XXXX ) with customer service representative XXXX, which indicated to me that the check would be sent 5-7 business days, XX/XX/XXXX again by phone ( XXXX ) with customer service representative XXXX, which now indicated 6-8 weeks, and if check not received by then, needed to resubmit the request for the check for another 6-8 weeks wait-time. I asked CS XXXX to have his supervisor call me to explain and as of today still no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Approximately XXXX XXXX I was contacted by my mortgage holder ( Freedom Mortgage ) to re-finance my current mortgage at a lower rate. I took them up on this offer and they stated it would close before my XX/XX/2020 payment was due. This didn't happen. We tried to close before XX/XX/2020 payment was due. This didn't happen. Since this process began back in XXXX, ( now approaching 90 days ) I have had trouble trying to contact Freedom Mortgage for the status on my loan. In XX/XX/2020, I was told that a subordination agreement was sent out to XXXX XXXX XXXX ( my bank ) to sign. Again in mid XXXX I was told a subordination agreement was sent out. Last week in XXXX I was told again, by the loan processor, that a subordination was sent out. Each time I have contacted XXXX to check if they had received a subordination agreement. Each time their answer was NO. For the past four weeks I can not get the loan officer to return any of my calls. I have asked to speak to a supervisor on four occasions, but get voicemail and no return phone calls. I even sent an email to the CEO XXXX XXXX with no results. I call their phone number and you get please hold or enter your phone number for a call back. I have done this at least 6-8 time during the past 3 weeks with no return phone call. Since this process began, the only thing I have received is 5 change in terms, of which the last one had an error. Too many lies and untruths from this institution. I'm a retired banker and know the process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX XX/XX/2020 we were scheduled for a refi closing by Freedom Mortgage. This process was initiated by Freedom as is common practice. At the closing, the documents presented did not match the doc 's we had been emailed. Most notable was the loan term, which had been stated at 24 years, 7 months - but was now reflected at 30 years.We immediately reached up to our loan officer XXXX XXXX and he assured us that all would be fixed and they would soon reach out for a new closing date with the proper changes made. Well today is XXXX XXXX and Freedom still has not serviced this loan. I have had at least four different conversations with XXXX XXXX Bilingual Customer Advocate and told that underwriting would be in touch to confirm the correction of the doc 's and assign a new closing date.I have have forwarded two customer service email request via Freedom 's website and received no response. On XXXX XXXX I spoke with a XXXX at Customer Service [ XXXX ] and asked to speak to a supervisor. XXXX assured me that I would be contacted within 24 hours - yet here I sit, on XXXX XXXX on hold with Customer Service for over an hour and still nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. On XX/XX/2020 Mr. XXXX XXXX NMLS XXXX contacted me to offer a reduction on my interest rate without a credit inquiry or documentation. I complete some information and signed what it was sent to me after I received documents to sign from XXXX XXXX XXXX title company. I was instructed not to pay XXXX and save it because like half of my monthly payment will be use towards closing. Time passes by an no words from the company. I called several times and Finally I spoke with XXXX XXXX.I explained to her and she told that the file expired but she can take a new application, I accepted and she offered a better interest rate actually 3.00 %, completed everything and to the same title company, time Past by and then I received a letter saying that I was past due on my payment. I called, explained and the Associate told me that in order to proceed and set up the closing I have to pay so I pay immediately two months XXXX that it was already late and XXXX. After Ms XXXX XXXX contacted me and ask me for a copy of my bank account statement and then a letter explained why my ex-wife was on my account, I did that immediately. Here was XXXX and a complete silent. Early on XXXX someone called me and told me that the closing was on XX/XX/XXXX XXXX : XXXX in my residences de that a notary will contact me with the amount I need to bring for the closing.Here is XX/XX/XXXX no body reach me so I called the notary person and he told me dont know the figures yeah. I called again near XXXX : XXXX and the notary told that just got the closing package and the amount to the closing over {$4000.00}. It was a huge surprise to me because I was told something about {$1700.00}. Obviously I wasnt prepare for that amount. So the title company contacted me and told me that the will send an urgent note to the Freedom Mortgage to contact me ASAP and never happened. I had been calling several times waiting for hours and the people I finally speak with the seems to not know nothing and not help at all. I doy know what happened with that Loan process, I have a late fee and most important I was reported to the credit bureau for late payment. I am asking the company to remove that late payment from the credit bureau as well to reimburse me the last late fee because I never asked to refinando I follow the instruya de not to pay. I need your help becau I Dont know to who I can talk in that company that gave some kind of understandable answer. The company again is Freedom Mortgage and my loan number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34112
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello! From my understanding when a mortgage loan reaches 78 % of the value of the original purchasing price, the mortgage service is required to remove the PMI. I have reached out to me mortgage company ( Freedom Mortgage ) and then stated that I need to have a written request as well as an appraisal. My understanding was that none of this is needed once the loan reaches 78 %, that that information is if you are requesting PMI waiver at 80 %. Please let me know if they are wrong or if I am wrong. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold from XXXX XXXX to freedom mortgage since then I have tried contacting freedom mortgage about documents and information about removing my escrow and refinancing my loan. I keep getting the run around. Ive asked why my mortgage come up another XXXX a month and the reply I received was my taxes rose and to contact the town I live in can u please help me with my issue thx out XXXX
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: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I can not make a payment online for my mortgage with Freedom Mortgage. It continues to happen month after month. After I log into my account, a pop up shows up and says I qualify for a lower rate and says I can either call to find out more about it or " Continue to My Account. '' Every time I click " continue to my account '' it recycles the page and pops up the window again without letting me have access to the online payment. Therefore I am not able to make my payment online unless I try over and over and over again. This month, I have not been able to get past the gauntlet. It has prevented me from making my payment on multiple occasions. I've tried calling the number on the pop up to tell them what is happening, but the phone number only connects to the refinance department and they transferred me to another number that disconnected. This happened on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I am trying to make my payment on time but can not access the online payment option that is advertised by Freedom Mortgage. I am attaching a copy of the image that pops up repeatedly online when I log into my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello I have been trying to resolve this problem with Freedom Mortgage and XXXX XXXX XXXX since the day after we closed our loan on XX/XX/XXXX. I was trying to do this within This was a refinance from Freedom to Freedom. I have been on hold with the title company 3 times over an hour with no answer. I have sent 4 emails to XXXX XXXX and customer service with no response. I have called customer service 3 times, twice Ive been told a refund was on the way, once told no refund is due because the payoff was short. Not sure how a payoff from freedom to freedom is short. If no refund is due they are keeping {$6000.00} inc cash from us that was not shown on any closing statements. I have asked multiple times for a copy of the payoff statement and it had not been sent. In addition, the numbers on the closing disclosure do not match what was on the Itemization of Settlement. I need to get some answers as at least {$5900.00} of our money appears to be missing. I am requesting the following : 1. A complete accounting of my previous Freedom account. The information on line does not explain why my remaining escrow was taken rather than refunded or why despite the payoff amount on the Closing Disclosure being {$460000.00}, the amount paid off was less than that. So far the amount paid off is {$460000.00}. For reference the amount we owed on XX/XX/XXXX was {$460000.00}, with 2 days of interest the payoff shouldnt have been more than {$460000.00}. Freedom customer service can not figure out what happened. 2. Our XX/XX/XXXX payment on the old loan refunded, with interest. I was told when I called the first week in XX/XX/XXXXthat it would be refunded within 14 days, here almost 4 weeks later with no refund. I called again and was told my refund would happen within 8 days, 3 weeks later I called and was told no refund was due. 3. A refund of the double charged taxes. Freedom took the taxes from our escrow account on XX/XX/XXXX knowing full well that the taxes would be charged at our closing 2 days later. A call to the title company results in over an hour on hold with no answer. Emails and phone calls to XXXX XXXX go unreturned. 4. An accurate itemization of settlement charges -- We reviewed with our usual mortgage guy who has been in the business over 20 years and he couldn't make heads or tails out of the jumble of numbers and how they compare to what is actually reflecting in our account. I have closed on 8 real estate loans and never have we not been able to understand what happened. The Itemization of Settlement charges says final loan amount {$460000.00} and the Closing Disclosure says {$460000.00}. I would like to understand how we got to that difference. 5. A refund of the {$1200.00} in escrow that was debited for our account or a detailed explanation of why Freedom believes they are entitled to our escrow balance. 6. The closing documents talk about an Judgement/Debt paid to Freedom ( line 106 in the amount of {$3500.00} ) and then on line 214 a " Previous Escrow Credit '' in the same amount. I asked about this on XX/XX/XXXX and did not get a response. Can you please tell me what this debt and escrow credits is for? It looks like the payoff amount on the settlement statement is {$3600.00} more than we owed. Line 106 is supposed to be for City/Town taxes, this doesn't make sense to me. Please advise. I assumed this was escrow that would come back to us, am I correct? 2. In the closing disclosure we were charged {$2900.00} for XXXX County Taxes. This same amount was taken from our existing Freedom mortgage account on XX/XX/XXXX ( 2 days before we closed ). So we have overpaid taxes by {$2900.00}. Who has this money and how do we get it back?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80005
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A