Date Received: 2020-05-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of this year I received a email from my current mortgage holder Freedom Mortgage saying I could reduce my mortgage payment and keep the same term on my mortgage. I callled the number and got a Loan Advisor named XXXX XXXX. He said we needed to provide oruXX/XX/XXXX 1099s for Social Security and our 11099s for ouur IRA accounts and to sign the loan documents. The loan promised a.25 % reduction in thhe interest rate on our mortgage.XXXX got back to us an said our debt to imvome ratio was too high. I tolod him y son paid the mortgage on one the houses on our credit report. Ha asked for proof that my son paid the mortgage and we provide it.He said he uploaded the documents to his underwriting teaqm and he would let me know as soon as he hear back from them. I haven't heard from him since, despite several emails and phone calls to him. In XXXX of this year I got the same offer from nmy mortgage company again. I again called and got XXXX XXXX Loan Originator. I went through the same process as before. Provided the same documents and signed the same loan agreement, On Wednesday XX/XX/XXXX XXXX XXXX said she submitted my file to underwriting and I should here the results by Friday. I haven't hear from her yet, despite emails and phone calls.. I have attached some of my correspondence with both company rpresentatives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2020-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Our mortgage company sent to the credit bureau a wrong amount that was short from our mortgage. The mortgage company stated that we were 2 months late which we were not. This has effected our credit score over 100 points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: During the covid19 pandemic i was trying to apply for a mortgage forbearance program with my mortgage company.after several attempts by my wife my mortgage company kept giving her the run around.she was informed that since the mortgage was in my name only i would have to call or give permission for her to speak on my behalf which i did at this point we where almost 1 month behind she was told since wr where applying for a forbearance that the 3 months where going to be moved towards the end of our mortgage it wouldn't be a problem then i went to lease a car for my daughter and i was informed that my credit score dropped by 100 points and i checked my XXXX credit report to find i was marked 2 months behind on my mortgage i imeaditly payed. To bring it current i called freedom mortgage company was told my score would go back to my original score but till this day it hasn't but my main concern is all my credit card companies dropped my credit substantially in a time of a pandemic and state of emergency without any prior notice i please ask that my credit rating be restored and all my available credit be reinstated since i never defaulted or was late with payments.p.s is it even legal i know it wasn't humanly moral thank you in advance XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a refinanceon my conventional home loan over a month ago with the approximated date of XX/XX/2020. On XX/XX/XXXX I received an e-mail with documentation from Freedom Mortgage, that I signed in regard to a refinance. XXXX XXXX XXXX was the loan officer who sent me the documentation.On XX/XX/2020 I contacted Freedom Mortgage to find out the status of the refinance. I was told my refinancewas closed and I would be contacted in 24-72 hours. 72 hours has past and no one has contacted me.The loan XXXX XXXX XXXX XXXX did not call or e-mailme as to the reasonwhy the refinancewas closed. On XX/XX/XXXX I was told that the conventional loan officers are not taking calls. I have talkedto over 9 people at Freedom Mortgage with no resolutionoffered for my case. The last person I talked to stated that she can place a request for me to be contacted in 3-5 days. I am a XXXX with XXXX XXXX XXXX. Can you please help me. A home owner
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 86004
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX XX/XX/XXXX, I was signing closing paperwork for an IRRRL mortgage refinance. The originator of the loan was XXXX XXXX Loans ( XXXX ), and the company agreeing to loan the money was Freedom Mortgage Corporation. XXXX XXXX XXXX was handling escrow duties. I came to a form titled " XXXX XXXX to the Use of Tax Return Information. '' My complaint is that this consent form is so broad and vague as to be ridiculous, and gives the mortgage company an abusive amount of latitude in what they could do with the borrowers tax return information. The text of the consent form was marked : Borrower Consent to the Use of Tax Return Information - XXXX ( Modified ) copyright XXXX The Mortgage Industry Standards Maintenance Organization. Freedom Mortgage modified XXXX words with no consequential difference from the XXXX recommended wording. The complete XXXX consent text can be found at the following link : XXXX XXXX XXXX I was lucky to be in a position that this refinance going through was not of great consequence to me, and so when XXXX Mortgage insisted they had to have this form signed to fund the loan, I canceled the transaction on XXXX XX/XX/XXXX. My concern is for the many consumers who really need their loan to go through who will be pressured into signing this abusive consent document. I spelled out my concerns with the consent form in a letter to XXXX as follows : From : **************** XXXX XX/XX/XXXX To : XXXX XXXX and Mr. XXXX, XXXX Mr. XXXX asked for a recap of my objections to the Borrower Consent to the Use of Tax Return Information in my loan closing package. My attorney, ******************** XXXX have additional objections, but below you will find my main thoughts on this issue. First, this loan was described to me by PHLoans employees as a no-income-verification loan. If you refuse to close this loan should I not grant your company permission to access my tax returns, you have de facto created an income verification requirement contrary to the way the loan was represented to me. This is an IRRRL loan. The VA does not require income verification for this loan. Contrary to what I heard from some of your representatives on XXXX XXXX, to the best of my knowledge the IRS does not require you view these documents to close this loan. The purpose does appear to be for making the loan more attractive to other firms to which you might sell the loan. In that case, the returns are again being used for income verification purposes, and again that is contrary to the way the loan was represented to me. If you need my tax return information for some other legitimate purpose, pending my lawyers advice I am potentially willing to consider submitting my most recent tax return for one-time use by your company for purposes such as insurance. Of the purposes listed in your consent form, again pending my lawyers advice, the purposes which I can see as legitimate at this point are limited to selling, insuring, and securitizing the loan. I know your consent form is based on XXXX language, which means it works entirely to the advantage of those in the mortgage industry. In general, the consent form is far too broad in scope for an informed consumer. The form would have me consent to your company using my tax information for undefined marketing purposes, which means, in effect, absolutely any marketing purposesnow or in the distant future! It also says I would permit you to use my tax return for any other purposes permitted by applicable laws. It does not specify what those purposes are or could be. The consent form asks for permission to share my information with affiliates of your company, without saying who your affiliates are. Does that include direct-marketing companies? Does it include XXXX XXXX Used Car Lot down the street? An affiliate could be absolutely anybody! And the way this consent is written, it could be absolutely anyone your company could choose to have as an affiliate in the future, so a list of current affiliates would be uselessit could change tomorrow. And if you sell the loan, that reopens the question of who the affiliates are of that company, for good or for ill. I have similar serious concerns about giving permission to unknown acquirers of some vague other interest in the loan. I know this consent form you have presented me is a relatively new form, as a result of the IRS change in procedural requirements after XXXX XX/XX/XXXX. It could well be that your loan clients to date in this calendar year have not fully understood what this consent form is giving you permission to do. It is essentially a blank check to do with the borrowers tax information almost anything you would like to do. Your company and I do not have a fiduciary relationship, and so what you ( or your successors and assigns ) could decide to do would not necessarily be to my benefit. I believe we can change the language of this consent form to something acceptable to me. We need to clear this issue up quickly today. I am available all day long. I will be consulting with my attorney as we work to resolve this issue. Sincerely, ************** To back up to the day of closing : At the closing session on XXXX XXXX, I contacted XXXX XXXX, a senior loan processor with XXXX XXXX XXXX, and we agreed that I would not sign the tax form consent document, and that she would forward my objections to the necessary departments. On the next business day, XXXX XXXX, I talked about the problems with the consent form in detail with Ms. XXXX, XXXX XXXX ( the loan originator ), and XXXX XXXX of XXXX XXXX XXXX. At the end of the day, I was informed by Mr. XXXX that the loans underwriters were insistent that the loan could not go through without the consent form signed. That night I wrote the letter I quoted above and emailed it to Mr. XXXX and Mr. XXXX at some time after midnight of XXXX XXXX. My XXXX right-to-cancel period on the loan transaction was to expire at midnight, XXXX XXXX. On the morning of XXXX XXXX, I talked with Mr. XXXX and the consent form requirement was still in place. I decided to cancel the transaction while still in the XXXX right-to-cancel period, and did so. That evening at about XXXX XXXX ( all times XXXX XXXX ) I got a phone call from Mr. XXXX saying their underwriters had changed their minds, and that no tax form release consent form would be required by the underwriters. Mr. XXXX emailed me at about XXXX XXXX with the same information. They were both aware that I had already canceled the transaction, and each of them asked me if I would reconsider and go ahead with the loan. I told both of them the transaction remained canceled. To summarize the complaint : the XXXX Borrower Consent to the Use of Tax Return Information is an abusive consent form which grants permissions so broad as to be ludicrous, but which borrowers who may feel they have no other options will be pressured to sign. Freedom Mortgage Corporation is using XXXX language, and I can only presume many other mortgage brokers are using it nationwide, as something of a nationwide industry standard. The government needs to protect consumers from this systemic abuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80550
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a customer of Freedom Mortgage in loan for a property purchased during my XXXX XXXX service. For the past two months, I have been calling their customer service phone number to ask questions about their hardship program due to the COVID-19 pandemic. Recently, the number the company has listed online on their website is answered by a person saying that I need to provide my personal information so they can give me a gift card, then transfer me to freedom mortgage. After denying to provide my personal information, the person answering the call gave me an 800 number to call that was just a general XXXX XXXX XXXX service provider. Furthermore, today I received a call from the county tax collector where the property is located saying that the mortgage company failed to pay property taxes for the past year, which was supposed to be paid from the escrow. I am in a desperate situation because I am unable to talk to any customer services representative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 239XX
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX ( SENT ) XX/XX/XXXX, XXXX XXXX Freedom Mortgage , XXXX Texas Attn : Escrow Dept. FACSIMILE NUMBER : XXXX Loan # XXXX - Over Paid Into Escrow Account - Law Prohibits Retaining Amount Greater Than {$50.00} THERE IS NO CAUSE FOR YOU PEOPLE WITHOLDING SURPLUS OF ESCROW - Escrow surplus means an amount by which the END OF YEAR escrow balance exceeded the payout! Furthermore YOUR STATEMENT OF XX/XX/XXXX INDICATES THAT YOU ( STOLE ) APPLIED AN ADDITIONAL {$380.00} OVER THE {$420.00} SURPLUS THAT WAS FACT UNLAWFUL HELD AFTER TOTAL PAYOUT OF CALENDAR YEAR XXXX!! YOUR HOLDING MY MONEY AND TAKING ADDITIONAL MONEY FOR ESCROW IS TOTAL HOG-WASH AND I ISSUE FURTHER DEMAND THAT, THE ADDITIONAL AMOUNT OF {$380.00} BE RETROACTIVE APPLIED TOWARDS LOAN PRINCIPLE AND IN-TURN REPEAT DEMAND THAT THE END OF XXXX SURPLUS ESCROW OF {$420.00} BE IMMEDIATELY REFUND TO ME! FYI - THERE WAS NO SUCH NEGATIVE ESCROW ON PRIOR YEARS NOR OF XXXX XXXX AND WILL BE NONE ON XXXX!!! YOU ARE ATTEMPTING TO PLACE AN ADDITIONAL {$800.00} ( ACTUALL IT IS A SURPLUS ) INTO THE ESTABLISHED SCHEDULED ESCROW!! PRIOR YEARS NO SHORTAGE OF ESCROW IN-TURN SHOULD NOT SUDDENLY BE XXXX!! IT IS YOUR RUSE ... ACTUALLY EFFECTIVE XX/XX/XXXX - BECAUSE OF THE {$420.00} SURPLUS -YOU PEOPLE SHOULD HAD REDUCED MY MONTHLY ESCROW PAYMENTS NOT INCREASED AND NOT STOLE ADDITIONAL {$380.00}!!!!! THERE IS NO CAUSE FOR YOU PEOPLE ESTABLISH AN INCREASE OF ESCROW - FYI CY XXXX PAYOUT OF ESCROW WILL NOT BE GREATER THAN THAT OF CY XXXX BECAUSE FACTS> NO CAUSE TO KEEP MY EXCESS ESCROWED MONEY - NO CAUSE YOU TOO STEAL MORE AS DID XX/XX/XXXX - HISTORICAL RECORDS THAT MY PROPERTY TAXES HAVE NOT INCREASED MORE THAN {$100.00} DOLLARS EACH YEAR IN-TURN MY HOMEOWNER INSURANCE XXXX HAS BEEN REDUCED BY {$93.00} FROM XXXX PAYMENT! PROPERTY TAX XX/XX/XXXX OF {$2900.00}, XX/XX/XXXX OF {$2800.00}, XX/XX/XXXX OF {$2800.00} - HOME INSURANCE XXXX WAS {$1400.00} YET XXXX REDUCED TO {$1300.00} ( {$93.00} LESS ) - HEREIN FACTS NO CAUSE FOR AN RUSE INCREASE ON ESCROW!!!!!!! FURTHER NO CAUSATION OF A RUSE ESCROW INCREASE BEING THAT - MY XXXX PROPERTY TAX WILL BE REDUCED BECAUSE of my age and a military disable Vet, and ADDITIONALLY BECAUSE I WILL ACCOMPLISH ANOTHER HOMEOWNERS INSURANCE FOR REDUCTION IN COST that which over the last three years I have obtained ( COST REDUCTIONS ) new policies and BECAUSE I obtained less cost on policies IN-TURN becomes less amount to be paid out of mortgage escrow! JUST AS WAS CY XXXX, YOU WERE PRESENTED WITH ANOTHER reduction notice of annual cost on home insurance! END RESULT CY XXXX HAD SURPLUS OF {$420.00}!! * PRIOR SENT REGISTERED MAIL THAT AS ABOVE AND YOU FOLKS HAVE AGAIN IGNORED MY DEMANDS OF UNLAWFUL HOLDING MY MONEY! FEDERAL LAW> ESCROW Refunds> The Real Estate Settlement and Procedures Act ( RESPA ) requires that mortgage companies MUST REFUND any escrow overages of {$50.00} or more to you. Application to Escrow Account > If your lender does not refund an overage of less than {$50.00} to you, then it must apply it to your future estimated escrow payments. IN CLOSING > REFUND THE {$420.00} SURPLUS IN MY ESCROW ACCOUNT AND APPLY THE ADDITIONAL {$380.00} YOU FOLKS STOLE IN XXXX TO PRINCIPLE! BOTTOM LINE - THERE IS NO ESCROW SHORTAGE- PERIOD! HEED REFUND! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ( Retired ) XXXX XXXX XXXX XXXX, XXXX XXXX , Florida XXXX Account XXXX # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am in limbo between two mortgage companies. My current mortgage company, Freedom Mortgage, purchased my loan from XXXX XXXX back in XX/XX/2020. The issue is there was an unpaid balance that wasn't included to fulfil the payoff in its totality. XXXX XXXX is coming after me for the remaining balance, and Freedom Mortgage is coming after me for this months payment. I have called Freedom Mortgage countless times but have been given the run around, and even hung up on twice. I am able to make my monthly payments. However, I am NOT prepared to pay both my monthly payment and XXXX remaining balance that is remaining due to XXXX. Just today I called Freedom Mortgage, and was transferred, and had to explain this complete disaster over and over again to four different people, only to be told again " I'm sorry XXXX XXXX, but thank you for your service. I see that this is a VA loan. I don't know what to do because this has never happened. Please hold while I transfer you over to our closing department because I don't know what to do ... .click ''! The phone hangs up and I'm left with no answers. I have been told for over a month that someone would call me once this issue is resolved so I can make my XX/XX/XXXX payment. Mind you, it is now XX/XX/XXXX. Instead I received a mortgage statement from Freedom mortgage in the amount of {$2900.00}, to include {$58.00} late fee. I have NEVER missed any mortgage payment or even been late. This has been the worst experience I've ever encountered with any company. Currently I am seeking legal advice on how to move forward. I pray no one else has to experience this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23505
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been going thru a refinance with Freedom Mortgage for over a month and a half now. They have made multiple errors, that have delayed the closing. First error was not contacting me for documentation needed for loan. Second they withdrew a mortgage payment on XX/XX/XXXX that was canceled days ahead of time, so we could close on XX/XX/XXXX. They did not contact me that payment was pulled from our account, nor did they inform us the closing was cancelled. We set a closing date for XX/XX/XXXX. They cancelled that without informing of a situation that they claim to be " miscommunication ''. Then I spoke with a Mrs XXXX. She told me that we are set up for closing on XX/XX/XXXX and that she will call and send me closing docs on XX/XX/XXXX. She has also given me her direct line in which to call at XXXX on XX/XX/XXXX in order to review those docs in the case she didnt contact me. I gave her 2 calls on the XXXX of XXXX to which she never responded. Today is XX/XX/XXXX less 3 business days before closing and I have yet to recieve a phone call or email from anyone at Freedom Mortgage or any affiliates at this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34209
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
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: My complaint is with Freedom Mortgage reporting me late to the credit bureaus for a late payment in XXXX, 2019. Freedom Mortgage purposefully delayed a refinance process that I already had underway with a new company. Freedom harassed me and solicited me by phone to refinance with them even though I am on the XXXX list. While they made overtures and efforts to retain me and keep my loan with Freedom, they delayed sending a simple payoff statement to the new lender. As a result of their delays, my refinance process with the new lender was delayed. Freedom received full payoff of their loan on the date required by the payoff statement yet they chose to report me late to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A