Date Received: 2020-07-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We recently refinanced with Freedom Mortgage. We attempted to close on three different dates. The last two times, we received the closing disclosure ( CD ) less than 3 days before closing. The final time, we received the CD on Monday evening ( at approximately XXXX ) and closed on Wednesday at XXXX XXXX. On multiple occasions I complained about this process and was told that it is very common to receive the CD the night before closing. I was upset because the CD has been incorrect a few times. Providing us the CD at the last minute prohibited us from disputing or even questioning any figures prior to closing. I brought this concern to employees at Freedom Mortgage during multiple phone calls on a recorded line. Both Freedom Mortgage and XXXX XXXX XXXX said this was a common practice. I am confident they are intentionally violating the 3-Day Rule so that customers can not properly vet their documents. Note : My wife, XXXX XXXX, is not on the loan but handled the vast majority of transactions/details of this refinance. She is listed below.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is an amazingly simple matter to understand even though none of the numerous customer service people we spoke to seem to understand it. It is even a refinance within the same mortgage company so, every bit of information needed to perform a detailed analysis is right there and available. The bottom line is that we overpaid on our mortgage in the amount of {$3500.00} ( one payment XXXX yet Freedom Mortgage will not return our money to us. Loan closing took place XX/XX/XXXX Payment of {$3500.00} made to mortgage XXXX XX/XX/2020 ( we were unable to stop it due to the timing ). It appears from subsequent documentation received that the XXXX payment was applied to the original loan payoff amount even though we had closed on the loan prior to that overpayment. ( this is not the complaint ). So, this would have reduced the payoff by XXXX. Since the original loan amount ( which had not changed ) was based on a payoff that was {$3500.00} higher, we are still due that amount as part of the refinance. It is really that simple yet, after 2 months we still have not received the funds ( our own money actually XXXX due us. XXXX, XXXX and XXXX
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: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, in XXXX of XXXX I lost my full time job after working for this organization for 14 years. The same time was diagnosed with XXXX XXXX. I applied for loan modification with my mortgage company, was approved. My modification will end in XX/XX/XXXX, COVID-19 broke out. I received a letter/form from my mortgage company about COVID-19 Protection Program, I signed for it. I started paying my mortgage because I am afraid that I am going to be so behind and end up not being able to afford to keep the mortgage current. I called my mortgage company, inquire some more help to avail from them. I was asking them if I can request or apply for a program that will help me to put the mortgage payment back toward the end of my loan. Since I was laid off agin ( XX/XX/XXXX ) I was told that I am not qualified for any help because they need a pay stub from me. I was told that since I accept the COVID-19 Protection Plan, that supersede the forebearance I have currently in place. I was also told that I need to bring my account in current to get some help. How to do it, I don't know. I am actively looking for a job.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48326
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a home loan with Freedom Mortgage which I refinanced on XX/XX/XXXX. The loan is now paid off. On XX/XX/XXXX, prior to the refinance, Freedom withdrew {$3800.00} from my impound account to pay my property taxes. For reasons unknown, Freedom did not send the funds to the tax assessor timely. In order to complete my refinance, I was forced to pay my property taxes out of pocket with the promise that the check from Freedom mortgage would be an overpayment and refunded to me. I contacted the county tax assessor to see if duplicate tax payments were received.The assessor confirmed Freedom 's check was received after they received payment from the title company on my refinance. The tax assessor advised the overpayment needed to be refunded to Freedom Mortgage and Freedom would refund the money to me. I logged in to my account with Freedom Mortgage and see that the refund from the tax assessor was credited to my impound account on XX/XX/XXXX. I've been waiting for a refund that has never been sent. Instead, Freedom has been holding {$3800.00} of my money on a closed account and refuses to refund the money to me. Freedom has also assessed a {$190.00} recording fee twice on my account, once on XX/XX/XXXX, at the time of payoff and again on XX/XX/XXXX - a month after payoff, with no explanation whatsoever. I sent a secure message through their website on XX/XX/XXXX and received no response. I called on XX/XX/XXXX and was told the refund should have been issued within 14 days of their receipt of the funds in XXXX and he did not know why the refund wasn't sent to me. He assured me he would get the refund processed and the check would be issued no later than XX/XX/XXXX. I logged into my account today and the impound account credit of {$3800.00} is still sitting there on my closed account. I have spent another hour on the phone today with a service rep that was nice but couldn't help me. I was told her supervisor would need to research this and get back to me. I have spent a tremendous amount of time dealing with Freedom Mortgage with no success. The gamesmanship needs to stop and their business practices need to be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
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 was shocked when I reviewed my credit report and found late payment with this company on the dates below. I paid but sadly, I think my payment did not applied on time and I am tagged as late payment. This is not my fault, I paid and settled on time. XXXX XXXX XX/XX/2019 2019
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: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Ive had issues with Freedom Mortgage Over the last year since applying for my second loan with them. I was a Freedom customer 10 years ago and they were awesome, but now seem to be always behind. When we initially closed, they only paid for a portion of my homeowners insurance policy, leaving me without coverage during hurricane season and causing me to pay an additional {$2300.00} out of pocket for a last minute plan prior to the arrival of Hurricane Dorian. The initial closing process itself passed me around to mortgage experts who rarely answered their phones or returned my calls. They didnt seem to care how long it took to get my paperwork through and almost cost me my house in a competitive buyers market. More recently I attempted to refinance my loan, only to get stuck in the closing process waiting my for XXXX payment to post. I had to call them four separate times over a period of three weeks to finally schedule the closing. Now this morning I took off work to wait for the notary who was supposed to be here at XXXX XXXX. She alerted me last night that she didnt have the closing documents. The closing company called me this morning to tell me there was a delay in receiving the documents from Freedom. Not once did Freedom call or reach out to tell me the plan would change. When I called them to complain the response was well we are happy that the documents are finally out and there are no problems. This complete lack of accountability on Freedoms part is wholly unsatisfactory and disappointing in the lack of oversight and leadership displayed in multiple departments. They seem to have a culture of sub-par work at the expense both in time and money of their clients. I recommend they take steps to implement stricter QC and timeliness policies to avoid jerking people around like this in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
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: Starting in XX/XX/XXXX, I began the process of refinancing my VA Loan. I kept making payments, and sent in my payment on time for XXXX. FREEDOM MORTGAGE CORP, decided to not apply the payment and instead sent the check back around XX/XX/XXXX. I still was on late as the payment wasn't due until XX/XX/XXXX. I then tried pay by phone and they stated I was not eligible to make a payment over the phone because I was in the process of refinancing. FREEDOM MORTGAGE CORP then even before 30 days past sent a late payment of 30 days to all of the credit Bureaus, I believe in an effort to prevent me from refinancing. Luckily I was close enough to closing that it did not affect my negatively at the time. I contacted Freedom Mortgage Corp Loan at ( XXXX ) XXXX about my Mortgage ID number is XXXX, they at first tried to deny that I sent them a check so I forwarded them a copy of the check and the return envelope they said they would fix the error, but nothing ever happened. I am in the process of relocating to another state and need to be able to purchase a home using my VA Loan privileges again and I am worried this will negatively affect my ability to get a loan or at the very minimum prevent me from getting as low of an interest rate as possible. I have sent multiple disputes using the various Credit Bureaus and the dispute keeps coming back that the record it accurate. I am hoping I can obtain some help from you in this matter. I will also try and reach out to the VA Home Loan Group and file a complaint there as well, because I am sure I am not the first Veteran to be treated this way by FREEDOM. They address is XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX. I really hope you can help me out with this problem. Thanks so much
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Continuous attempts to refinance my mortgage to the point of harassment. Ive ignored the calls and recently spoken to a representative telling them that I will not refinance ever. They have ignored my requests and weekly attack me with offers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I started an application and communicating with XXXX XXXX of Freedom Mortgage. Communication was static at times and I tried to be understanding that there is an influx of homeowners trying to refinance with the low rates. I paid the an appraisal fee of {$480.00}, submitted all the paperwork, signed all the documents and a week before closing ( XX/XX/XXXX ) tried to contact XXXX with no success. On the day of closing, I tried to contact XXXX again with no success, and then called the Escrow company. Escrow company said they had my paperwork, but did not have the funding documents. 2-3 days later, I was able to get a hold of XXXX and he said there was an issue in underwriting and he was trying to get it corrected and would contact me back. That was the last I heard from XXXX XXXX. After reaching out to the main company, another employee XXXX XXXX contacted me and told me that XXXX was no longer taking care of my mortgage. I shared my concerns and he told he would pass that information on to his manager to contact me. Since XX/XX/XXXX, I have only been able to get in touch with XXXX XXXX. XXXX has been a great employee, he returns my calls and emails. But he is in training and can not be my loan officer. He tells me that he has been telling his supervisor that I have been calling, but I have not received any communication via phone or email from the company. XX/XX/XXXX, I asked XXXX to refund my deposit and he did. My complaint is that I paid a deposit and sent this company all my personal financial information. They pulled my and my wife 's credit report twice, which has lowered our credit score. I have already lost over {$3000.00} in savings if this loan had closed when it was supposed to. if I went with a different company, I wouldn't have been waiting on Freedom Mortgage and would have saved {$3000.00}. This is costing me money. If I decide to move forward with another company, my credit score has already been lowered because of Freedom conducting a credit inquiry. This will affect my opportunity to get a low interest rate, which will cost me thousands over time. Will Freedom contact me and do something expeditiously to make this right?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is trying to increase my payment because they THINK there MIGHT be a shortage in my escrow account They wrote " This shortage likely was caused by changes in your taxes and / or insurance '' I don't think i should pay more because they think something might increase and they don't even know what it is it is only " likely '' If anything legitimate in the escrow increases and a document is produced by the company increasing something i will have no trouble to pay that but i am very reluctant to pay on a HUNCH the something MIGHT increase
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98531
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A