Date Received: 2020-06-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, my husband and I called a loan officer from Freedom Mortgage. She asked us many questions in order to preapprove us for an FHA loan. On XX/XX/XXXX we received a preapproval letter for the FHA loan. Since we are first time homebuyers, we were not aware she was supposed to have asked if we are citizens/ permanent residents or about our ethnicity. Neither question was asked. On XX/XX/XXXX, our loan officer declined our call of concern when we saw the documents included incorrect information because she was playing virtual XXXX. We contacted her assistant the following day to correct the citizenship status, the listed ethnicity of my husband, and inquire if the FHA loan was still an option. We told her our own research showed we would have to change the loan type. She assured us she had recently completed a loan with the same status. Our interest rate was locked with with FHA loan on XX/XX/XXXX. On XX/XX/XXXX, our loan officer informed us we did not qualify for FHA due to the reasons we told them back on XX/XX/XXXX. On XX/XX/XXXX, I asked my loan officer if we needed a different lender due to our need to close on time. She told us there would be no problem and that the loan was almost done. On XX/XX/XXXX, during a call with our loan officer, she told me our loan was still not done, but the latest we would have our keys would be Friday, XX/XX/XXXX. On XX/XX/XXXX, we were made to take an educational course due to being first time homebuyers. We were told back on XX/XX/XXXX that we did not have to take the course. My loan officer told me her manager would be sending us a {$75.00} money order due to the inconvenience. We signed paperwork with the notary on Saturday, XX/XX/XXXX and were not able to receive our keys until XX/XX/XXXX. My husbands ethnicity was still incorrectly recorded. He was listed as XXXX XXXX even though he is XXXX. I was promised a resolution by a branch manager on XX/XX/XXXX, and after multiple email requests, I have had zero communication from him since XX/XX/XXXX. The entire process was a nightmare. We were lied to by every employee that we had contact with. There was negligence during the preapproval process, incorrect information recorded intentionally, and consistent promising of a loan closing date that didnt come to fruition.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a call from Freedom Mortgage in early XXXX that my mortgage was 30 days late. I instantly paid it. I told them I was affected directly by Covid 19 and was self quarantining and stuck in Massachusetts during that time and had thought I set up automatic payments back in XXXX. They were very unprofessional and the guy I spoke to XXXX was working from home and spoke to his wife the entire time. He assured someone higher up would call me back about deleting the 30 day late payment due to the pandemic and the fact I never missed a payment before and was frantic that month due to my sister having covid 19 and me being a single mom of XXXX kids and being stuck in another state that had a shelter in place. I have proof of being in the other state by plane and couldnt return home. I emailed the CEO and he forwarded my request to a vice president and she said she can't do anything to help me. I find this company is very unreasonable and now I can not buy the 2nd home I was trying to purchase. If I had received a call before the 30 days which I have proof of the voicemails from the entire month I would never be in this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33881
Submitted Via: Web
Date Sent: 2020-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I purchased a home located at XXXX XXXX XXXX, XXXX XXXX, Hawaii XXXX with a VA loan from XXXX XXXX XXXX. In XX/XX/XXXX, I refinanced the loan with an interest rate of 3.25 %. This is a 30 year mortgage with a fixed interest rate. Later, the servicing of my loan was assumed by Freedom Mortgage. Freedom Mortgage started sending me monthly Mortgage Statements that read : Interest Rate ( Until XX/XX/XXXX ) 3.25 %. I called Freedom Mortgage many times to inquire as to why theyre reporting that my interest rate is only good until XX/XX/XXXX. Ive gotten very different responses from them over the phone, such as Your rate is fixed, I dont understand why it says that or This probably relates to your active-duty military status and the Servicemembers Civil Relief Act not your interest rate. These answers are non-responsive and do not accurately correct their records to correct that my interest rate is not good until any daterather, it is the interest rate for the duration of the loan. They should not be sending me a monthly mortgage statement that says that my interest rate is good until any date. I want this corrected in all of their records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2020-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and I have been trying to streamline refinance since mid-XXXX. We finally received a denial letter on XX/XX/2020, which is much longer than the 30 day decision we are entitled to as consumers. ( The denial was due to poor credit performance with our lender ; however, weve never missed a payment. ) Also, during this time, we have been paying a mortgage that we were hoping to refinance. Thus, we have been losing money by paying the higher mortgage while we were engaging in this almost year long streamline refinancing process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94589
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: None of your listed issues is are applicable. I received a deferment on my mortgage. I was never delinquent. It was a CARES deferment. I saw on my credit report a notation from the mortgage company stating i was experiencing financial hardship. Is that permitted under the CAREs act??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91945
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have an home mortgage with you Freedom Mortgage. They sent my escrow to the wrong parcel id for 2 years now. I now have a property lien threatening me as the negative balance is - $ XXXX. They have admitted their error, yet continue to give me the run around about why they have not dispersed a check to my county treasurer ( XXXX XXXX indiana ) to catch me up. I have 2 major loans ( 1 being a refi with a different mortgage co ) that had been held up by this and both have fallen through. I have tried and tried and called and called. Im tired of it. My next move is legal recourse to get me the help i need. It has caused major stress on my family ( 1 being my XXXX XXXX XXXXXXXX wife ) and i as well as caused ( like i said ) 2 loans to collapse. Now they have claimed to have sent out a check to the treasurer on XX/XX/XXXX to cover the mistake. Its XX/XX/XXXX and XXXX XXXX has no record of a check. To make matters worse, freedom mtg took the money to pay for the mistake FROM MY CURRENT ESCROW! Now, my escrow is showing negative $ XXXX and they are asking new mortgage company to add this to the buyout. And it gets even worse. They want {$250.00} from me bc theres not enough cushion in my escrow they stole from. I have filed cases with the Indiana and NJ ATTORNEY GENERAL as well as the XXXX OF NJ. My wife and I want whats right and whats fair. I am extremely concerned for her and my XXXX child as this stress of dealing with Freedom Mortgage is. Ever ending. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: recently filed Chapter XXXX as I had got behind with my bills and my hours were cut back at work due to the Covid 19 Pandemic. I did not file on my mortgage company for obvious reasons. When I went on line to make a payment I found I was locked out of my account because of the bankruptcy. I called them and explained that i had not filed on them and was told I would need to mail in a payment and that they could not even talk to me without permission from my lawyer. I had my lawyer send them a form giving said permission on XX/XX/XXXX He received an email from them requesting the account number associated with my mortgage and he sent them the needed information the same day. In the mean time I sent a check for my XXXX payment in the form of a metered mail envelope that my secretary hand delivered to the post office. That was on XX/XX/XXXX, on XX/XX/XXXX I had still not seen the funds removed from my checking account. I called them on XX/XX/XXXX and talked to a customer ambassador and was told to set up bill pay through my bank and had no idea where my check was. I asked to talk to a supervisor and was told that they needed permission from my lawyer, and was told they had never got anything from him even though he has the email they sent him requesting the account number and the email he sent them with it. Not making a lot of sense to me at this time. Now it is XX/XX/XXXX They claim they have still not received anything from my lawyer which can easily be proven untrue when I try to call from my cell phone the call will not go through but I get through immediately from my work phone and there 2 separate charges of XXXX one on XX/XX/20 and one on XX/XX/20 labeled bankruptcy expenses that I can not get an explanation for. ( I did not file bankruptcy on these people ) Please help Also I can not send extra money with my payment and I could with the mortgage company that sold them my account I do not think that is right I made sure when I refinanced that I would be able to I thought they had to honor existing agreement when buying out mortgages?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have an FHA loan with Freedom Mortgage. Around XX/XX/XXXX the bank gave me a forbearance status based on the CARE act. Today I decided to apply for a personal loan, and I was told that I couldnt receive a loan cause I was in forbearance. I thought that the banks would not be reporting on this forbearance status to the credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2020-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My loan with Freedom Mortgage has been on a Covid forbearance since XX/XX/2020. Since then they have increased balance a few times and have reported these increases to all three credit bureaus. As per the Covid bill this shouldnt be happening. To explain, my mortgage balance before forbearance was {$460000.00} and on XX/XX/XXXX they reported a balance of {$460000.00}. I called them that same day and they said someone would call me back to discuss. No one did. On XX/XX/2020 I wrote them an email and asked them to correct my balance on my credit reports. I received an email receipt confirmation stating that someone would be in contact. To date no one has. As of XX/XX/XXXX theyve reported another increase in my balance, which is now {$470000.00}. Ive written them another email asking them to respond. At this point theyve made no effort to resolve this with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2020-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a payment of {$2500.00} to Freedom Mortgage on their online website. I processed the payment and it stated " thank you for your payment. '' i did not print the page out because I was having printer errors.I assumed the payment processed and would withdrawal from my bank account within a few days like it always does. On XX/XX/XXXX, I noticed the payment still had not come out of my bank so I called Freedom immediately. I explained what happened and asked them to look for the payment. They stated they did not see any payment on XX/XX/XXXX. I asked them to research and explained I made the payment on XX/XX/XXXX. In the interim, I made another payment. I also asked them to note my account so it would not go on my credit. ( this was not my fault ). I phone back a few days later after learning that 1 other payment for XXXX did not go through as well. i advised them it had to be an issue on either Freedom side or the bank. They advised I contacted the bank. I did contact the bank and they said it was on Freedom side. Again I called back to Freedom, made another payment and advised what the bank said. At this point I am frustrated. Neither will accept fault. In the meantime on XX/XX/XXXX, Freedom reported to my credit and my husband ( XXXX XXXX ) credit that we were 30 days late. Today, XX/XX/XXXX I called XXXX XXXX back and they said it was a transmission error between Freedom and XXXX XXXX. They provided my with a note on a XXXX XXXX document state this. I have submitted it to all parties, Freedom and credit bureaus. This was not my fault. This negative reporting affects our business and our federal certifications. We need this reversed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A