Date Received: 2020-06-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a closing date scheduled at the beginning of XXXX. Closing date and time got canceled without notification. I show up to my closing while on XXXX XXXX XXXX for civil disturbance to find out no one was present. I called and rescheduled for a week later. Showed up for my closing and got a message from the notary saying documents have not been received and have to cancel 10 min before closing time. Rescheduled for a 3rd time for the following week. Got a message from the notary saying document have not been received. Called Freedom Mortgage and verified documentation has been sent. Notary said he or she would be available that evening. I said XXXX as its on m way to work. I got a reply stating it was canceled again. Rescheduled for the next day with the same result, no documentation received. Rescheduled for this last week on XX/XX/2020 after giving the Mortgage Company yet another week to get their act figured out. Showed up for my closing Its no contact from the notary as told I would receive. I called Freedom Mortgage and asked what is the problem and why am I not being notified of anything or changes to the closing date and time. They said there was need for a divorce decree in order to close. They also said they didnt understand why this got cancelled considering my ex wife would be at the closing to sign her name off the title on a Quit Claim Deed. Yet none of this was communicated to me until I showed up to all 4 of my closing dates they set a time for, and until less than 10 min before to 10 min after closing time when I had to reach out. I was also told to cancel my ACH withdrawal. When I was told this, it was the day before my mortgage was supposed to draft. I was not advised I had to do this 3 to 5 days ahead of time. I was told my mortgage payment would not be coming out of my account any longer. This was false as XXXX was drafted out of my account the very next day. Now I am told I have to tell the notary to make sure I get the XXXX back as a refund into my account or a credit in my next payment. Dealing with Freedom Mortgage and who ever they choose to use as a notary to close Mortgages has been the worst experience Ive dealt with. This is not the first time these problem arise with Freedom Mortgage. I have refinanced 2 other times and had similar issues. Only the issues had to do with them telling me I would keep my current term and ily lower my interest rate. When they actually reset my term back to 360 months, just like they did this time as well. So each time I have been promised certain things that have never happened other than a lower interest rate. So my term gets reset to 360 months and I have to deal with incompetence from Freedom Mortgage and their notaries to get anything accomplished. I need an immediate resolution as of yesterday. I am leaving for California for military service until XX/XX/XXXX. I will not be available to sign documents to close this loan. This loan is already funded at the lower interest rate so they have told me. I have advised them, until I see the closing documents in person and sign them, I am not making a mortgage payment as I am unable to guarantee which loan it will get applied to and if Ill have to deal with those problems as well. I called Freedom Mortgage on XX/XX/2020 to find the loan number so I can file this complaint. All correspondence for this complaint are register to the loan number given. I have also been told that XXXX is almost up and my mortgage payment has not been made, on their advisement nearly a month ago when my first closing was supposed to take place. Now being told I need to make that payment or it will hit my credit report as a late payment. This would not be an issue if their scheduling and closing departments were able to communicate issues with my closing. So I should not be held liable for their mistakes. If this loan was closed a month ago like originally planned, Id still be in track for my XXXX payment without further damage to my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been getting multiple calls to refinance we told them that we are not interested to take our account off all marketing calls. We told them 8 times and we told it would be 24 hours to 30 days. We waited the 30 days and still getting calls. Been doing this for 5 months and still not fixed. After we talked to a supervisor after being hung up on when asked to take off marketing again we found no one was putting in the request and notes were on the account to be taken off but no one listened. I dont think it will be done again and tried of trying to get it to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84074
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX Freedom Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX, XXXX XXXX & XXXX | XXXX, CA XXXX XXXX : freedommortgage.com/locations O : XXXX Ext XXXX Hello XXXX, I am having difficulties getting approved by Freedom Mortgage Company. First XXXX is the guy that is taking care of the refinance loan, he told me that he guaranteed me that he would get me refinance without a problem, now he is telling me my debt to ratio is too high, I would like XXXX to take a look at the file that Freedom Mortgage has put together and help me understand why I am not able to get approved for this loan. XXXX also told me not to pay my current mortgage payment, that everything would be paid off before the 30 days and made me late, now they tell me they can not approve the refinance.. Go figure. XXXX says the Underwriter does not want to approve this loan. I was already approved through XXXX. I can't for the life of me understand why they are not able to approve this refinance. The only reason that I can think of not being approved is because of my XXXX background.. Hopefully you can help me understand this process and see if this is the case. Thank you,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filled chapter XXXX in XX/XX/XXXX. I was never late with my mortgage. Starting in XX/XX/XXXX they started putting unpaid amounts on my mortgage statement. I've called and called to get answers on why that charge was on my statement and no one knows why. I've paid {$300.00} dollars toward that unpaid amount. I told my BK lawyer about it and she sent me a legal document from the court that it should've been only {$400.00}. I just want answers on why would they be charging me more than the amount stated on my invoice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92264
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am writing regarding my FHA Streamline loan which is currently in the closing phase with Freedom Mortgage. I have not yet committed to close due to all of the misinformation given to me during the process of my refinance. I was initially contacted via phone on XX/XX/20, by XXXX XXXX who is a mortgage broker for Freedom Mortgage. Per our conversation, he informed me at that the FHA Streamline process takes approximately 2-3 weeks, my loan amount would not increase, the term of my loan would remain the same, there would be no cost to me at closing and my rate would be 2.75 %. Unfortunately, this was not the case. I just received my disclosure on the refinance on XX/XX/20, which was almost 8 weeks after the process was started, when I should have received it within 3 business days. My out of pocket expenses have now ballooned up to {$900.00}, and my loan would be increased in the amount of {$2300.00}. This is a substantial increase in what was initially quoted to me when I first spoke to Mr. XXXX on a recorded line on XX/XX/20. For a few weeks, both Mr. XXXX and a loan advocate assured me that they were waiting for my title to clear so my loan could proceed. The loan advocate went so far as to tell me he was going to do me a favor and call XXXX XXXX XXXX to see the status of my title work. When he called me back, he stated that my title would be clear on XX/XX/20 and my loan would be cleared to close by the end of the week. After I did not hear anything from Freedom Mortgage about my closing on the week of XX/XX/20, I contacted XXXX XXXX and was informed that my title was uploaded in the XXXX XXXX on XX/XX/20 and it was cleared to close on XX/XX/20. I had a very similar experience last summer when I was contacted by Freedom Mortgage to refinance my mortgage at that time. The estimates ballooned at the time of closing as well, but I did not think I had any recourse at that time. Also, Freedom Mortgage did not take the correct amount of money out for my escrow, which made no change in my monthly payment. I was hopeful that this would be a more positive experience, as I am now a more educated consumer regarding the refinance experience. I was much more hopeful this time around when I started the process with my mortgage broker, Mr. XXXX, but this has been a far more negative experience. I have sent several emails to XXXX XXXX ( XXXX ) regarding the terms of my loan and the misinformation he has represented over the last 8 weeks. I was then given the name of Mr. XXXX XXXX ( XXXX ) who handles complaints within Freedom Mortgage. He asked me to carbon copy him on emails to my loan broker so he could ensure that he followed up with me. I did as he advised, but he has never responded to me emails and follow up calls in the last 2 weeks. I did some research and found that XXXX XXXX ( XXXX ) was over Mr. XXXX, so I emailed and called him on two occasions, to no avail. Today was my last attempt to get information on my loan numbers. I first spoke to XXXX XXXX in the closing department. She was very helpful and told me that I would have my final numbers 3 days prior to closing, but that I should speak to someone who could first explain my disclosure and the costs of the loan. I then spoke to Mr. XXXX XXXX who went over the closing costs on my loan and he agreed with me that the numbers did not make good financial sense. I briefly explained the difficulties that I have encountered during my refinance and he advised that I should request another loan broker to rework the numbers. He graciously gave me the names of numbers of who I should contact over my current loan broker to help resolve these issues. XXXX XXXX was one of the names I was given, but I informed Mr. XXXX that Mr. XXXX failed to return my emails or calls. Lastly, he gave me XXXX XXXX as the contact over XXXX XXXX. I have contacted him today and I am hopeful I will get a return call or email. I told Mr. XXXX that I was considering contacting your office of the Banking Commissioner and he agreed that was the next course of action with what I have been experiencing with Freedom Mortgage. I have copies of all emails sent to various employees of Freedom Mortgage if you would like to see them to substantiate my claims. I am a frustrated consumer that has been lied to during this process and would have never proceeded with the loan based on the numbers I was given last week. There is concern over the ethics demonstrated by my loan officer and other Freedom Mortgage associates that no other consumer should have to experience. I would like to see if I have any recourse as a consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19966
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we were switched to Freedom Mortgage. We were in the middle of refinancing with our other company, but regardless Freedom acted clueless about what was going on. Once they realized we were refinancing we were instructed to make our trial payments and the paperwork for our final monthly payment would be finished up by their lawyers. So we made those payments and have waited and waited for our paperwork to disclose the new payments. Every week we call and no one can give an answer, their service people have taken all our payment info and then when they get to the final step it says they can't take a payment on this account due to refi. I even received a paper bill that no one can put a payment through for. Well, now it's XX/XX/XXXX and they still haven't done their job. We've been reported to the credit bureau as being 3 months past due on our mortgage, we are getting phone calls from the recovery dept asking when we are going to pay. It is incredibly infuriating. After months of absolute anarchy on their end, we FINALLY got their " supervisor '' XXXX to give us a call. He called at XXXX on a Monday night, incredibly inconsiderate and unprofessional. He put us on hold multiple times, once for almost ten minutes. Finally he claimed he could process our payments and when we were getting our checkbook he HUNG UP and when we called back " he had left for the day. '' Freedom has been giving us the run around while destroying our credit score for 6 long months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, I filed Chapter XXXX Bankruptcy. The Bankruptcy Court released my home from the Chapter XXXX on XX/XX/XXXX. In XX/XX/XXXX, I noted a 30-day past due notice on my payment for XX/XX/XXXX. In contacting Freedom Mortgage, they refused to speak with me, advising that they needed a note from my attorney -- despite knowing that the home was removed from the bankruptcy. My credit reports are showing 6 months of delinquency AND the monthly payment amounts are not correct. Even the credit reporting by Freedom Mortgage indicates that the home was removed. I have NEVER missed a payment. What and where are my rights. AND, this is NOT the first time that Freedom Mortgage has been negligent in their responsibilities. This difference this time is that I have no recourse except filing through this venue and filing a lawsuit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38127
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We closed on a refinance XX/XX/20 and chose to cancel the transaction within the 3 day cancelation period ( XX/XX/20 ). Freedom Mortgage & XXXX XXXX did not cancel and paid off existing mortgage and recorded Deed of Trust for new mortgage. Upon receiving notification that my existing loan was paid in full ( on or about XX/XX/20 ), I contacted Freedom Mortgage and the XXXX XXXX. The payoff wire transfer was rescinded and my existing mortgage is reinstated. However, Freedom Mortgage still never canceled refinance mortgage and said it had been sold to " Investor ''. I have tried contacting Freedom Mortgage. The only contact I can consistently make is with a Customer Care Rep who tells me I am delinquent on payment for the mortgage I canceled with Freedom. I received a letter in the mail from XXXX XXXX ( dated XX/XX/20 ) notifying me the mortgage loan had been transferred from Freedom Mortgage effective XX/XX/20. I once again contacted XXXX XXXX ( on or about XX/XX/20 ) and notified them that the Deed of Trust had recorded and requested that a Release Deed of Trust be obtained and recorded. on XX/XX/20 I contacted XXXX XXXX and a case was opened ( Case:XXXX ). I need assistance to prevent Freedom Mortgage from ruining our credit!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: THE MTG BROKER, TITLE ESCROW AND MY SELF HAVE CALLED AND ATTEMPTED TO GET A PAYOFF FROM CURRENT LENDER FREEDOM MTG. FREEDOM HAS LIED AND PERPETUATED THIS FRAUD AND STATED WE HAVE TO SEND THE PAYOFF TO TITLE AND CAN NOT SEND TO YOU THE BORROWER. I HAVE CONTACTED MY ATTY TO HELP BUT IT SEEMS RIDICULOUS ; I HAVE TO GO TO THIS LENGTH TO GET A PAYOFF FOR MY HOME. I AM A XXXX VETERAN AND NEED HELP TO RECOVER THE PAYOFF
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: {$2000.00} unpaid for XXXX property taxes from escrow by Freedom Mortgage Company. Notified Mortgage company via phone between XX/XX/XXXX to open ticket. Checked status and sent details regarding delinquency and detailed tax office info again via email XX/XX/XXXX. Checked status via phone and sent another email XX/XX/XXXX and XX/XX/XXXX Each status check, notified by Freedom Mortgage they could not reach our tax office/no response from tax office, still waiting on info, and would provide a status update in 3-4wks. Contacted tax office who reports they were never contacted by the Mortgage Company each time. XX/XX/XXXX they were given the Tax Appraisal accounts manager direct email address to get this resolved and as of XX/XX/XXXX they had not attempted to contact her, but reported they did " try '' to contact the Tax Office. I was confident that the tax office wasn't the issue so I sent email to tax office and mortgage company. Tax office promptly responded ( as expected ) and still no updates from Freedom Mortgage ( as of XX/XX/XXXX ). Freedom has had all required information to make payment as of XX/XX/XXXX. I am delinquent on my taxes despite never being late on a single mortgage payment EVER. After a friend complained he was having problems with getting his home insurance paid from escrow and told us he ALSO goes through Freedom, we did a quick search. It appears this company is natorious for this type of behavior. I have owned 4 houses/4 different mortgage companies and NEVER had this issue, until now. This company has called me at least once a week to refinance but can't call once a week to get this taken care of. I do NOT recommend Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 756XX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A