Date Received: 2020-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage company has not paid my hazard/home owners insurance from my escrow account. I have been in touch with two separate times the first being on XX/XX/2020 in which we have a 3 party call with the insurance company, XXXX, and Freedom mortgage to ensure all of the information between the parties was correct. The payment was due XX/XX/2020 and XXXX has yet to receive the payment as of today XX/XX/2020 so I spoke today, XX/XX/2020, with Freedom Mortgage and they stated the check was mailed yesterday however they can not provide a check number or anyway to prove the check has mailed. The person I spoke with at Freedom Mortgage dropped the call and transferred me to a survey. I have received a letter from XXXX stating that my insurance has been cancelled effective XX/XX/2020 however after speaking with XXXX there is a 14 day grace period. I really need Freedom Mortgage to pay the amount immediately as the funds exist in my escrow account within Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75229
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 and XX/XX/2020 a technical error with my bank occured, double payments to Freedom Mortgage in two amounts of {$1400.00} were sent twice. Freedom Mortgage is making it difficult for me to get my money back as promised today. I have spoken to a customer service manager and she can't refund the money, she says it is done in a different department. XXXX XXXX Employee ID # : XXXX ) refuses to put her supervisor on the phone. She also requested a bank statement emailed at a generic company email address, I sent screenshots of both transactions but she says they might not be good enough in order to get my money back. I have no money because of this error, I have XXXX XXXX XXXX, and I am a XXXX veteran who lives alone. In the end, I still do not have my money back and I am in dire straits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46236
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was pre-approved for a conventional loan for an investment property on XX/XX/2020. Today is XX/XX/2020 and I have missed two closing dates and can not get an answer as to when I will be able to close. Due to the lack of communication between the lender, attorney 's office, real estate agents and I, I have been forced to pay an additional {$500.00} in due diligence money on top of the {$500.00} I originally paid. I am also currently paying rent for the home through a buyer 's possession negotiated so my renter 's could move in even though I have been unable to close. These renters were relocating from another state due to job relocation and needed a place to go. Now the seller is considering terminating my contract and I've done everything I can to move this process along. I have provided all the requested documentation several times over and have been asked to justify documentation provided multiple times. I have already been approved for the loan so I can't understand why I can't just close on move on from this. This is the last time I will ever get another loan through Freedom Mortgage and I am sick by the way I've been treated throughout this process. I was going to walk away and use a different lender but was talked into staying on the promise of closing on XX/XX/2020, which also was a lie.
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: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello, I have been going through a refinance with Freedom Mortgage Corporation, headquartered at XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( NMLS ID : XXXX XXXX. This process has now taken 8 weeks due to Freedom Mortgage 's ( 1 ) repeated attempts to inflate the costs of the loan relative to the initial loan that we agreed upon ; and ( 2 ) repeated failures to support the closing appointments that they scheduled with us. This refinance remains unresolved, and I have stopped receiving responses to my requests for help. Freedom Mortgage initially offered a no-cost refinance, for which I signed the closing disclosure on XX/XX/2020. They proceeded to rescind that closing disclosure and re-issue a second one on XX/XX/XXXX. I called them on XX/XX/XXXX to inform them that the costs, fees, and other information did not match what they had promised on the phone. They apologized and promised to correct the issue. By XX/XX/XXXX, I had heard no response so I sent an email asking for a status update. I then received the third closing disclosure on XX/XX/XXXX, which I signed on XX/XX/XXXX. Freedom Mortgage then scheduled our closing appointment for XX/XX/XXXX. However, at the time of our appointment, the agent did not arrive. We called them to learn that Freedom Mortgage had failed to provide her with our closing documents. I called Freedom Mortgage to report the issue and they apologized because our documents had still not received an internal approval that Freedom required because the loan was too beneficial to the borrower ( I am paraphrasing ). They scheduled our second closing appointment for XX/XX/XXXX. Again, the agent did not arrive due to Freedom failing to provide her with our closing documentation. I called to report the issue and they apologized again, reporting the exact same issue ( awaiting internal approval because the loan was too beneficial to the borrower ). Freedom Mortgage then called me on XX/XX/XXXX to schedule a last-minute closing appointment for that evening. We accepted. When the agent arrived, she handed us a closing disclosure that we had never agreed to. Freedom Mortgage had inflated the loan amount, interest rate, and estimated monthly payment, and had reduced the cash to borrower at closing without informing us. We chose not to sign it due to all of these last minute changes that they tried to sneak into the loan. I called Freedom Mortgage immediately and spent 20 minutes going through various escalations. Finally, the agent on the phone told me they would transfer me to the highest level of escalation to solve the issue. I then remained on hold for 30 minutes before hanging up. I also emailed Freedom Mortgage immediately after the failed closing appointment on XX/XX/XXXX. I received a call apologizing again on XX/XX/XXXX, but offering no concrete solution. I emailed again on XX/XX/XXXX and have received no reply. Thank you very much for your help resolving this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Recently I received " Return of Load Document '' from Freedom Mortgage Corp. dated XX/XX/2020. Along with my documents, I found 21 pages worth of documents from a separate member of Freedom Mortgage XXXX which I DO NOT KNOW. I called Freedom Mortgage Corp. and explain the issue but they mentioned that the department that handle these sort of cases does not have phone number so the customer representative can't connect me. Customer representative told me that they will reach out to me once they get more information on the certain situation. I would like the CFPB take some LEGAL action against Freedom Mortgage Corp. by involuntarily sending me the Publicly Identifiable Information or PII information without the consent from the other member.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22079
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage my current loan service will not stop calling my to solicit a refinance to my home. I have told them 7 times on a recorded line to add me to the do not call list. I believe they are violating the FTC laws. I am confident they will call again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76544
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir or XXXX : This is a written complaint about a Freedom Mortgage. I had a mortgage with them that was paid off on XX/XX/2020. The loan number is XXXX. The Lender is not being transparent. I was sent a letter on XX/XX/2020, stating the account was closed and that the mortgage release documents were being processed and mailed to my XXXX XXXX. As of today, XX/XX/2020, there is not any said release documents that have been received. Last week, I was on the phone with many holds for XXXX hr and XXXX minutes just to acquire information. They have {$26.00} that has been assessed to me to have these documents filed. During the process of this call, it was stated that those documents were sent on XX/XX/2020. Either this was lost between Freedom Mortgage or it was not sent at all. At this point in the process, I do not trust that Freedom Mortgage has completed their part of this process. I do not find their processes credible. All I am asking is that they complete their release documents. There was not a management Team Member available for a long hold today, XXXX, XXXX, 2020. Since it does not appear that my XXXX XXXX has received the Mortgage Documents, would you please help me to expedite Freedom Mortgage to do their part? Thank you so much, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recent attempted to do a refinance with my current mortgage company ( Freedom Mortgage ). The process was initiated towards the end of XXXX, I was put in contact with a loan officer by the name of XXXX XXXX. After speaking with him he sent me all the documents he needed me to sign ( via XXXX ). After all documents were received, he proceeded to explain to me that it would not be necessary for me to send my upcoming payment ( which was XXXX ) because I was going to be in the refinance stage. XXXX clearly stated that in fact I would skip 2 months so there was nothing for me to worry about. Around the 3rd week of XXXX I started getting phone calls from Freedom Mortgage asking where my payment was, I explained that I was in the refinance process. The 3 times that they called me they said " ok we will note it on your account '' and I thought that was that. Then the letters started pouring in to informing me that my account was now 30 days past due and that they had reported me to the credit bureaus. I have confronted XXXX with the matter however he continues to minimize or deny he ever told me to not send my payments. I have been made aware that Freedom Mortgage records all conversations so I would like the matter to investigated. I would like Freedom Mortgage to retract what they have submitted. My credit score is something I take very seriously and do everything to ensure it remains in good standing. I just found out today XXXX XX/XX/20 XXXX that my FICO score has gone from XXXX to XXXX. I am beyond infuriated to say the least, THIS IS AN OUTRAGE!!!!! I like most, rely on my credit ; what Freedom Mortgage has done is unacceptable and must be dealt with. Last but not least my payment history speaks for itself, if there are any doubts of what has really happened here simply look at my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77089
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced my loan with Freedom mortgage in XX/XX/XXXX. In XX/XX/XXXX I received a notice stating there was a shortage on my escrow account. Upon review of my documents I found there was {$580.00} that was was withheld for taxes in escrow, and only {$250.00} was applied towards the new loan. In addition, there was 2 fraudulent fees charged to my account AFTER the close of escrow, and were not disclosed on my final closing disclosure. There was a {$170.00} recording fee charge ( this is a duplicate charge as the recording fee of {$150.00} was paid through escrow ) on XX/XX/XXXX, and a final {$190.00} charge on XX/XX/XXXX with no description just states " fee ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90650
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a loan with Freedom Mortgage # XXXX which was refinanced through XXXX XXXX and paid off on XX/XX/XXXX payment of {$160000.00}. XXXX XXXX paid off loan based on pay-off statement dated XX/XX/XXXX with a pay-off date good through XX/XX/XXXX. I paid the XX/XX/XXXX payment of XXXX on XX/XX/XXXX. I was informed by XXXX XXXX XXXX that there payoff included all monies owed up until XX/XX/XXXX and told me to ask for the payment back since they were making payoff on XX/XX/XXXX. I contacted Freedom Mortgage FM several time via telephone and eventually sent out an email. I talked to XXXX ID # XXXX on XX/XX/XXXX who informed me that my refundable escrow balance was {$3800.00} and will be sent out that day. He stated that the escrow had not been disbursed because FM was making adjustments to refund the XX/XX/XXXX payment which was received XX/XX/XXXX. FM told me on XX/XX/XXXX that I would receive the escrow refund within 2 weeks around the XXXX of XXXX I called FM on XX/XX/XXXX to verify that escrow check was sent out and eventually ended up talking to supervisor XXXX ID # XXXX who informed me that the check was sent out for {$3300.00} on XX/XX/XXXX and not for {$3800.00}. I informed him of my conversation with XXXX on XXXX who stated refund amount of {$3800.00}. XXXX states that he can find no documentation with the escrow refund amount of {$3800.00} mentioned by XXXX and several people I had talked with the previous XXXX weeks. I was not supposed to pay the XXXX mortgage because the pay-off from XXXX XXXX included XXXX pay-off good through XX/XX/XXXX. FM took out an interest payment of {$530.00} dated XXXX before refunded the XXXX payment of {$1100.00}. XXXX XXXX pay-off included accrued interest and all other fees. I was told by several representatives that my request for the full refund of the XXXX payment of {$1100.00} with the monthly interest payment for the month of XXXX {$530.00} included in the escrow refund. FM took out the XXXX interest payment before tallying final escrow refund. I paid for the month of XXXX through the final payment of {$160000.00} received XX/XX/XXXX from XXXX XXXX. I requested the full refund of the XXXX payment of {$1100.00} which I was not supposed to pay since XXXX included the month of XXXX in their pay-off. Mortgage interest paid to date on past pay-off breakdown up to XXXX pay-off request was {$2100.00} interest through XXXX payment. Instead of refunding XXXX payment of {$1100.00} as requested FM made an interest payment on the loan in the amount of {$530.00} for the month of XXXX. Final past payment breakdown shows a final interest paid year to date a balance of {$2600.00} which reflects the interest payment for XXXX {$530.00} being added to the previous balance of {$2100.00} for a total of {$2600.00}. Freedom Mortgage is shorting me the interest payment they took out for XXXX {$530.00} plus a few adjustments for XXXX paying the loan of on XX/XX/XXXX instead of the pay-off good through date XX/XX/XXXX XXXX ten days early ). I requested a full refund of XXXX payment of XXXX because XXXX included XXXX payment in their pay-off which was paid XX/XX/XXXX. FM took out a monthly interest payment for XXXX {$530.00} before adding requested XXXX refunded payment to final escrow balance. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2020-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A