Date Received: 2020-06-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX XXXX : Freedom Mortgage FHA Refinance Refinance # XXXX Account # XXXX I began an FHA refinance with my current FHA lender, Freedom Mortgage XXXX XXXX XXXX XXXX, XXXX, IN XXXX ) in XXXX, 2020. I was instructed over the phone by the loan officer, XXXX XXXX XXXX XXXX # XXXX XXXX, to not pay my XXXX payment and to turn off my autopay. The next day I received an automated email instructing me to keep paying the mortgage during the refinance process. I sent her the email and asked again if I should make the XXXX payment. She replied " Just keep XXXX in the account ..do not pay .... '' Over a month went by and I heard nothing from the company - no calls or emails. I sent an email to the loan officer asking for an update - she replied I should wait to hear from a processor, which I hadn't at this point. I called into the origination 800 number to see how the refinance was progressing in late XXXX and a customer service representative told me it was on hold due to non-payment of the mortgage. I immediately sent an email to the loan officer XXXX and told her to resolve the issue. She replied to my email essentially denying she told me to not make the payment and turn off my autopay - despite the fact that I included her email from XXXX where she told me to do exactly that. I spent hours and hours on the phone attempting to get a hold of the a manager. The customer service representative originally told me no manager was available, and I could " walk away '' from the refinance if not satisfied. I explained I wasn't going to " walk away '' until my late payment status was removed. I continued to push for a manager for over an hour and eventually the customer service representative provided the name and contact information for XXXX XXXX manager : XXXX XXXX. I sent two emails to the manager and left two voicemails over the course of three days and was never contacted by XXXX. I called the standard customer service and made a payment over the phone. They waived the late fee but told me they couldn't remove from the system the fact the payment was made late - despite me being instructed to not pay the mortgage. Eventually a processor reached out to me named XXXX XXXX. I explained I wasn't moving forward until XXXX was removed from the loan and things were fixed. XXXX managed to accomodate the request over the course of the next week. When someone called to schedule the closing I was told my closing costs jumped by nearly {$6000.00} from the original estimate, with over {$10000.00} in fees being added to the loan balance. When I asked for them to provide me these figures in writing I was told they couldn't, and I needed to speak with a different department. The following day the processor XXXX XXXX sent me the closing estimate. The next day I requested a quote from another company to compare, XXXX, and they were able to give me the same exact rate ( 2.75 % ) with no cash required at close and roughly {$7000.00} rolled into the loan - a {$9000.00} difference. I sent an email requested Freedom Mortgage to stop the refinance immediately. I didn't receive any reply. I sent a second email requesting them to acknowledge my request - and XXXX replied saying it was received and they would cancel the refinance. I requested a Verification of Mortgage a few days later and my late payment is still being reflected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2020-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my house on XX/XX/XXXX. Freedom Mortgage says they have sent two checks to my new address but they have been returned. According to Freedom the USPS can not find the address. The USPS has delivered many pieces of mail and packages to me at the new address. It is now XX/XX/XXXX and Freedom wants another 8 - 10 days to write me another check. They say they can not transfer the funds straight to my checking account but they were happy to withdraw payments from my checking account for the past 3 years. This all sounds like an excuse to sit on my money without paying me interest or late fees for another couple of months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2020-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
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: XXXX XXXX XXXX Freedom mortage Loan # XXXX XXXX XXXX XXXX XXXX, TX XXXX SS # XXXX XXXX late payments were incurred prior Freedom purchasing loan. I was making monthly payments to prior mortage company funds not relieved on timely basis. These 2 late payments are hindering loan approval for 2nd mortage. Credit burrows reporting is not not accurate. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21113
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage LN XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX VA XXXX A full package was emailed to Freedom Mortgage on XX/XX/XXXX. This included Freedom Mortgages proprietary RMA and Unemployment Affidavit, as well as the XXXX. OnXX/XX/XXXX freedom Mortgage asked for the Unemployment and XXXX again. On XX/XX/XXXX Freedom Mortgage asked for evidence of self-employment income for the last 6 months even though the Unemployment Affidavit WE SENT THEM TWICE states the homeowner HAS NOT BEEN EMPLOYED SINCE XX/XX/XXXX. Freedom Mortgage is fallaciously requesting extraneous records in an attempt to stall decisioning this short sale. They are doing this in an attempt to extort servicing fees out of the investor. THIS IS FRAUD AND IT NEEDS TO STOP NOW. Freedom Mortgage already has a complete short sale package and I want the short sale moved forward appropriately without further delay.
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: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had an appointment to close on our Refinancing on XX/XX/2020, but due to the covid19 we were afraid to meet Notary in a public place. ( My husband has a XXXX XXXX ) So the only day we could close was the XX/XX/2020 at our home. Freedom Mortgage ( my current lender at the time ) was suppose to be paid-off from XXXX ( new Lender ) They did not get their payoff until the XX/XX/XXXX. The Mortgage companies blame each other and myself. Freedom Mortgage reported to Credit Bureau that I had a late/ or missed XXXX payment. This really dropped my score, lowered one of my credit limits and I could not return my leased vehicle to get another one. I am a XXXX XXXX XXXX Veteran with XXXX difficulties and I did not understand about this payoff system. I was told by XXXX XXXX XXXX not to pay XXXX and XXXX payments because it's to be paid off. Please Help Me. This was not my doing, my credit is all messed up and I am very XXXX. Can you PLEASE REMOVE this late/missed payment from my credit report?? Thank you, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
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 discovered quite by accident by reviewing our credit reports that the credit score dropped from XXXX to XXXX or 78 points. The reason provided was that our mortgage company reported an increase in the balance owed of {$2000.00}. Of course I immediately contacted Freedom Mortgage ( this is a VA guaranteed loan ) who stated that they had made a mistake that our status should be in " Forbearance '' pursuant to the Cocid-19 Cares Act. Which in essence pauses everything for up to 180 days. They confirmed that they had my request in writing and was immediately making the change in their records. I asked them to rescind or correct the derogatory information that they provided to the credit bureaus. They said they would do so. It is now XX/XX/2020 and after at least three follow up calls I still have not received a requested confirming e-mail to that affect nor a correction of the credit reports. Simply stated we should be protected by the Cares Act while we are in Forbearance status. They can't change the terms of the note, trust deed etc. without having both parties agree in writing.
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: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Over the past several years, I have made multiple requests to my mortgage lender, Freedom Mortgage, to drop private mortgage insurance from my monthly statements. I have never missed a payment in the 9 years of the loan and actually reduced the LTV on the mortgage to below 78 % years ahead of schedule. Today, the LTV on the loan is 71 %, but Freedom Mortgage refuses to drop PMI unless I pay for an appraisal proving my home 's value ( which has only increased over the years ). I have repeatedly refused to pay for an appraisal, because my understanding is that PMI must be removed automatically at 78 % LTV, which was achieved approximately 3 years ago. At {$86.00} per month, I've paid over {$3000.00} in additional PMI since it should have been removed. In hindsight, an appraisal would have cost me much less, though it isn't required once LTV reaches 78 %, and I don't want to give Freedom Mortgage the satisfaction of bullying me into another unnecessary expense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70506
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage sent up an escrow account stating I had a lapse in coverage and billed me {$130.00} for homeowner 's insurance on my XXXX statement. I do not have an escrow account. I have been paying my own insurance in monthly installments since the renewal date of XX/XX/XXXX, I called them originally on XX/XX/XXXX explaining to them I should not have an escrow account. They stated they did an anaylsis and determined I had a two-day lapse in coverage in XX/XX/XXXX which is incorrect I called to follow up again on XX/XX/XXXX, XX/XX/XXXX, and XXXX, XXXX. They insisted I had a lapse in coverage and did nothing to resolve the matter. After my call on XX/XX/XXXX I submitted the requested documentation by them, from my insurance company showing my payment history along with a statement stating I had no lapse in coverage. They stated they did not received it despite my receipt of an confirming email stating it had been received. I called again on XX/XX/XXXX, XXXX, and XXXX attempting to follow up. I spoke with amabassador XXXX and supervisor XXXX along with several customer service reps over several weeks with no resolve. XXXX stated she would call me back the day after our conversation however never did. I called back asking again for her to return my call but again, no response. All these calls were recorded. I confirmed with my insurance company, XXXX that Freedom Mortgage has paid {$0.00} to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92591
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took out a mortgage for a condo in XXXX, FL in 2018 Escrow was NOT part of the mortgage loan. In XXXX XXXX sent the tax bill to the XXXX address, but I do not get mail there. So they notified the bank of the taxes due. Freedom Mortgage has been billing me : {$1700.00} every month for escrowing just my real estate taxes. The problem is : for 12 months my real estate tax is {$9300.00} for the year. Freedom Mortgage is billing me annualized : {$20000.00} for a {$9300.00} tax bill. Year to date they have collected from me : {$11000.00} for the escrow, I have surpassed the amount of the real estate tax due for the year and Freedom Mortgage will NOT stop billing me : {$1700.00} - they have already reported me late by 30 days to the credit bureau 's even after I disputed the charge. I have recorded my last call with them. So far I have at least 15 hours of calls in to them, no resolution. I have faxed them. I have emailed them. I have sent them messages thru their website for customers. I have in boxed their CEO, Senior VP, COO all via XXXX - no responses. Freedom Mortgage Corporation XXXX XXXX XXXX XXXX Mt. XXXX, NJ XXXX United States Lender NMLS ID : XXXX XXXX They are bad people who run a crooked business. I have filed complaints in NJ and FL with the regulatory entities for each state that oversee banking and lending. Hopefully, I will get some relief from someone. Also they lied and said my LTV ( Loan to Value ) fell below 80 % - LIE I put 50 % down in cash : owe them {$290000.00} and the recent appraisal for the property done by a bank ( I have it for sale ) came in at {$570000.00} - plenty of equity in the condo. NEVER, EVER TAKE A MORTGAGE FROM THESE PEOPLE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33326
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage through a different mortgage company and closed in XX/XX/2020. I requested a payoff from Freedom Mortgage as part of the refinance process on Friday XXXX XXXX and it included 'Unpaid Late Charges ' of {$140.00} even though I have never been late on my mortgage. I called Freedom to get the payoff corrected however they told me that they automatically charge a late fee for the month of XXXX since the projected payoff date was XX/XX/XXXX, beyond XX/XX/XXXX. I told them that my refinance will fund on XX/XX/XXXX so they would receive the payoff wire by XX/XX/XXXX therefore the projected payoff date needed to be corrected to XX/XX/XXXX and the late fee removed on their payoff statement. They refused to change the payoff date or remove the late fee as the representative said they can not change the payoff date as it is system generated however once my loan funds on XX/XX/XXXX, they will refund the late fee of {$140.00} since I would not be late for XXXX. I was never refunded this erroneous late fee charge. I tried contacting Freedom again via their portal email chat but they refuse to respond to me. This might be something that the CFPB needs to look into since Freedom Mortgage is collecting erroneous late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A