Date Received: 2020-05-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: According to CARES Act and following XX/XX/2020 - Joint Statement on Supervisory and Enforcement Practices Regarding the Mortgage Servicing Rules in Response to the COVID-19 Emergency and the CARES Act, I have sent several letters to Freedom Mortgage via email AND Fax, requesting emergency forbearance, based on guides and rules within CARES Act. First letter was sent on XX/XX/2020, with 2 more requests. All of which have been ignored. No calls, no emails, no postal letters. All have been requested within guidelines and specifications, with referenced sections of CARES Act, within letters. I am within foreclosure, seeking gainful employment. I had a HUGE hit to my income, and while yes, in default, there is no reason for me to be ignored. When calling Freedom Mortgage, I have been on hold up to 2 hours or call backs, within 4 hours. While I understand the staffing challenges, this is unacceptable and adding to the stress of potentially losing my home. Unable to focus on daughters XXXX XXXX, due to this and can not get any contact with Freedom Mortgage. I am submitting complaint, as I believe they are stalling, so as to not have to apply the CARES Act Forbearance, due to time constraints. I am asking for Freedom Mortgage to finally acknowledge my attempts since XX/XX/2020, for Forbearance and to apply the 180 days, with acknowledgement that I can and required for additional 180 days, should that be needed. In short, the latest request was sent AND received by their email server and fax, on XX/XX/2020. Freedom is required to provide acknowledgement letter VIA EMAIL ONLY ( due to time constraints ) and provide immediate solution via forbearance and documentation. While I sympathize with current climate, staffing issues and volume to calls and requests, the fact that I received NOTHING from them since XX/XX/2020 is unacceptable and punitive. They are stalling, possibly awaiting the expiration date for the CARES Act or some other date. CFPB is to note all and instruct Freedom Mortgage to forward forbearance agreement and documentation Immediately, VIA EMAIL ONLY OR VIA OVERNIGHT CARRIER, for receipt to me no later than XX/XX/2020. 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: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX I received a letter regarding a forbearance plan but I noticed it stated that " As a result of not making of not making any payments during the term of the Forbearance Plan, you will become delinquent on your mortgage and your credit score may be impacted. '' When I attempted to make my XXXX payment the online was blocked due to a forbearance being placed on my account. I called XX/XX/2020 to inquire about the plan once the forbearance was over and the impact on my credit score and I was told my an agent with Freedom Mortgage Corp # XXXX that my credit score would not be impacted due to it being a " national disaster and pandemic ''. I then inquired about the repayment of the missed payments and she explained the different options but then explained she could not tell me the eligibility criteria and I would need to call in the middle of XXXX to inquire about which one I was able to take advantage. She told me I could speak with loss mitigation but she came back and they declined to speak with me. I asked her how I would be able to make an informed decision without information? She had no answers and loss mitigation declined to speak to me because she stated " they have the same information I have ''. I should not feel blind sighted by this mortgage company ; I should be given the options for repayment and and criteria to determine if this program is a good fit for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To whom it may concern, I recently received an unsolicited phone call from my current mortgage company Freedom Mortgage. Their representatives called and offered to refinance my mortgage from a 3.25 % interstate loan to a 2.75 % interest rate with approximately XXXX in closing costs. I was promised that I would not loose credit for the 5 yrs I've paid into my loan and I would have any overage in my escrow account returned to me. When I got my initial disclosures everything looked fine. A representative called from the company and advised me to stop my auto draft, because I wouldn't have a mortgage payment due in XXXX. so I did. While on the phone, I had several questions about the disclosure that he was not able to answer, but assured me I would get another disclosure 3 days prior to closing.As my closing date got closer and I hadn't seen my final disclosure, soI reached out to my loan officer. I sent emails and made several calls, that I got no response to. On the day of my closing I had a completely different loan. My loan term went from 25 to 30 yrs, my closing costs when from XXXX to XXXX and they took my escrow and applied it to my loan when I was promised that wouldn't happen. I just paid a shortage of XXXX to keep my mortgage note as low as possible during these uncertain times. My wife and I are both healthcare professionals who risk our health and life on a daily basis as we fight this pandemic. Mortgage companies shouldn't be acting reckless during a time like this. We feel like Freedom mortgage intentionally lied to us, hoping we would got through with a bad loan. We thank you for your assistance in this matter.Stay safe and GOD Bless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have a house that has been under contract by the buyers for over 40 days. The Title company, XXXX XXXX in XXXX MN, sent out a request for mortgage loan Pay Off on my account on XX/XX/XXXX and then again on XX/XX/XXXX. This is a process that should just take 3 days. Freedom Mortgage has yet to send over the pay off. It has been 11 days! On Monday XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( XXXX ), I contacted them multiple times about when will the pay off be sent to the title company. I was desperately attempting to assist the title company with this process. Today XX/XX/XXXX one person claimed that the pay off was completed and that the file was closed and the pay off was sent via a pdf to our title closing person. Yet I find this was a lie when the title company DID NOT RECIEVE the pay off! Freedom Mortgage appears to be with holding information to complete the closing on the house! My realtor and the title closer advised they have NEVER seen this before from any mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55125
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX have acquired the former home of my parents, XXXX XXXX XXXX XXXX as of 2019 as my father had passed away XX/XX/2019 and my mother simply was too old to maintain the home on her own. As we are facing the Covid-19 crisis in America, Freedom Mortgage has essentially been held back from proceeding with any foreclosure procedures. The property is located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX. The property has a current value conservatively at {$270000.00} if not higher. The real estate market in this area is very good, and I as the daughter am looking out for the best interest of my mother XXXX XXXX. I could rent the property out to tenants and wait out the legal process of foreclosure, but in the state of New York that would take over two years not taking the current hold on national foreclosures. Accordingly, I will deed the property over to Freedom Mortgage for consideration of {$10000.00} certified funds quickly, and have a local attorney handle the arrangements. I desire to be contacted through my email address stated in the CFPB process. It is important to take into consideration that a deed in lieu of foreclosure will sustain the high sales comparable in the area where this property is located. I will move quickly as soon as Freedom Mortgage agrees to the {$10000.00} consideration for the deed to this property. Thank you. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, my bank, XXXX XXXX made a payment through ACH to Freedom Mortgage in the amount of {$3500.00}. Freedom Mortgage failed to credit my account for the payment and continues to charge late payments and interest on the " missed '' payment. I spoke to a Freedom Mortgage representative on or about XX/XX/2020 about the statements I received that failed to credit my payment and the representative advised that I needed to submit a copy of the payment confirmation and documentation showing the funds were deducted from my account. On approximately XX/XX/XXXX, I provided Freedom Mortgage a copy of a letter from my bank which included my bank account number and the tracing number demonstrating the funds were transferred from my bank to Freedom Mortgage. Freedom Mortgage acknowledged receipt of my documentation on XX/XX/XXXX, and subsequently stated they want a running bank statement and not just a copy showing that the payment was deducted. Freedom Mortgage is holding and earning interest on approximately {$3600.00} of my dollars, and refuses to document the payment. I have been adversely impacted through continued late payment charged, erroneous letters and interest charges and negative reports to the credit bureau. I have spoken to two customer service representatives with Freedom Mortgage and I yet to receive resolution. Any assistance you can provide would be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In previous complaint XXXX. Referring to the company freedom mortgage purposely switching names on the loan without consent of either party. My name was taken off of the loan, for no reason. Someone else was placed on the loan. Which at that time I was not receiving mail, or able to even call to make a payment since my social, or name did not match what was on file. I asked for the payments to be placed on the end of the loan to make it current which did not happen. Now I am unable to make a payment since I am so far behind due to Freedom mortgages mistake. They want all of the payment up front from XX/XX/XXXX when they made the mistake till XX/XX/XXXX. I have tried to make 2 payments and still can not. I would like for the mistake they made to be placed on the end if the loan. I will make XX/XX/XXXX as well as XX/XX/XXXX current from there. I have lost my job due to covid 19 and they are still trying to take my home, just like they were before. AGAIN, I HAVE TRIED TO MAKE PAYMENTS BUT YOU WILL NOT LET ME BECAUSE YOU WANT THE WHOLE THING UP FRONT!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my mortgage on XX/XX/20, it also auto drafted from XX/XX/20. So I was charged twice. I called my mortgage company to inform them of the error, they confirmed that two payments were made both my manual and the auto draft. The representative told me not to worry and that they will do further investigation and someone will contact me back. I did not receive a return call or any type of notice until I received my mortgage bill stating that I owed for both XXXX and XXXX. Instead of refunding the auto drafted payment in XXXX, they refunded them both, and failed to provide notice any action was taken. They reported to the credit bureaus that I missed the payment although I did not miss that payment. I called them again to inform them that I was not 30 days late and explained the situation to the representative. They saw the error in there system where I was charged twice and that they refunded both payments instead of one, and they agreed to wave the late fee. Once they waved the late fee, I paid the amount due in full. I was informed that I had to send an email to dispute the credit reporting which I sent an email on XX/XX/XXXX explaining the situation. I did not receive anything until XX/XX/XXXX, a generic letter stating that they are right and their decision to report stands. If they had only refunded one payment this would not have happened or if the would have informed me what was being done in regards to the payment, this could have been avoided. This is unfair, and a violation of the FCRA. This is an error on their end. I should not be punished, and my credit should not have to suffer for their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage reported that I have a 30 day late payment for XX/XX/2020 for the amount of {$1500.00}. This payment is suppose to be in the forbearance that we were put in. They claim that I didnt put in for the forbearance in XXXX, but I did, I applied for the forbearance twice. Either way, we have been severely affected by Covid-19 and have been since the end of XXXX. I would hope and assume that a company as large as Freedom Mortgage would take the date of the hardship into consideration and not just imply that it stated in XXXX. Im requesting that they include XXXX into the Forbearance and delete the hit to our credit that it was 30 days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to find out why my PMI does not go away till 2045. I contacted Freedom Mortgage on XX/XX/XXXX and was told that. I of course questioned that and was told to send an email so it was in writing. XXXX XXXX contacted me on XX/XX/XXXX and then received a letter from Freedom Mortgage dated XX/XX/XXXX saying they will provide a written response upon completion of my review.. I have heard nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28227
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A