Date Received: 2023-11-10
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Two payments in the amount of XXXX was trying to be deducted from my bank account and I tried to make a payment, but I did not have sufficient funds so I applied for a loan modification where instead of paying the XXXX now paying XXXX XXXX monthly, which I did not understand Due to me, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 171XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Our mortgage was transferred from Freedom Mortgage to XXXX on XX/XX/XXXX. On XX/XX/XXXX, I noticed a payment still went out to Freedom Mortgage for the amount of our monthly payment as I forgot to cancel the old recurring payment. I immediately contacted my bank who stated it was too late to stop the payment. I then tried to call Freedom, but was given the runaround with the automatic system and could not reach a person, as the system kept saying I no longer had an active account associated with my phone number. So I submitted a secure message and they responded asking for proof of transaction. I sent them this and they initially said they have no record of the payment. I pushed back and they stated they needed " further research and would respond by XXXX. ". I responded with proof of the transaction again, and they are now stating XX/XX/XXXX for even a response. This is unacceptable as I have documented proof of the transaction and they have just shy of {$2000.00} of our money that they are not giving back. Freedom has been an absolute nightmare to work with, they have already hurt my credit score b/c I never received the escrow notice that the payment went up, and I was still paying the old amount. Supposedly they called, but never left a single voicemail. Just marked a missed payment and tanked my score, even though I was still paying the old amount. All that to say... please help us get our money back. Freedom Mortgage has deplorable customer service and we never want to do business with them again. We will make sure no one else we know does either. I have attached a statement from my bank with the transaction highlighted on XXXX to Freedom Mortgage. You can see there was also a payment made to our new servicer for the same amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63303
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: FYI : This is not a duplicate of the company response. In this complaint have included factual evidence from several phone calls and emails. I have reviewed your reply to my original complaint. However, I realized that it has not been reviewed correctly in its entirety. I did call to inform Freedom Mortgage that my payments were too high due to taxes and insurance being added to my monthly payment. However, my main complaint was not about my property taxes. There are many other important items that you have inadvertently omitted. Items such as my property insurance ( self-paid ), the VA Partial Claim , and more importantly the fact that I was informed by XXXX XXXX ( agent # XXXX ) and XXXX XXXX ( XXXX XXXX XXXX ) that the package received on or around XX/XX/XXXX was no good, to disregard that and that a new loan modification package was going to be sent soon. Consequently, my main complaint is about the way Freedom Mortgage has managed my loan and more specifically the loan forbearance process. Below is a summary of my complaint for you to please address them : XXXX XXXX on XX/XX/XXXX to disregard the official modification agreement, that a new package was going to be sent to reflect corrected numbers. According to XXXX XXXX this package was never intended to be sent. ( XXXX XXXX, XXXX, XXXX and XXXX ) although I was constantly told otherwise since XX/XX/XXXX. See attached XXXX XXXX. Why did Freedom Mortgage not send me the new and updated loan modification package/documents as promised? If it was not the intention to send me the updated loan modification package, why was I not told immediately. Bear in mind that Id called to request such package on a monthly basis since XX/XX/XXXX. On every call leading to the time, I was placed in foreclosure I was told to wait, that the team was working on it. Why after your company failed to provide the new updated package and I was placed in foreclosure the VA Partial Claim ( PC ) was not taken into consideration for the new loan modification. See attached response my VA loan technician received from Freedom Mortgage confirming that the program was still available to me. You did not address the fact that due to your companys negligence by not providing the updated loan modification package I lost my job. Every call I made to FM to find out about the new modification I was told that all documents were received. See attached XXXX XXXX. On XX/XX/XXXX XXXX XXXX ( XXXX ), XX/XX/XXXX XXXX XXXX ( # XXXX ), XX/XX/XXXX XXXX XXXX ( # XXXX ), XX/XX/XXXX, XXXX XXXX ( XXXX ), XX/XX/XXXX XXXX XXXX ( XXXX ), confirmed that all requested documents were received. However, when I called a day or two later, I was often told that something was missing. For the most part the same items were requested again and again, to include form 4506C that I completed with the help of XXXX XXXX ( XXXX # XXXX ) on XX/XX/XXXX, while he was on the phone with me guiding me on how to complete it. This form was sent on at least 8 different occasions via FM online portal and/or via email to XXXX as instructed by XXXX XXXX. This nuisance was finally stopped when I copied my VA Loan Technician XXXX XXXX on the email sent to FM on XX/XX/XXXX with the newly requested items. Furthermore, you have mistakenly omitted several months of continued communication between me and the company you are representing here. As I stated in my original complaint, I proactively called Freedom mortgage at least once a month between XXXX and XXXX of XXXX, before my account was referred to foreclosure at the end of XXXX to find out about the status of the new updated documents. On every single call I was told that the documents were being updated and that they would be sent out once the team had them completed. Not once prior to XXXX, I was told not to wait for the new documents because they were not going to be updated and consequently sent. If I had been told then that no new package was going to be sent, you and I would not be here spending time talking about this matter. I would have resumed my payments, not lost my Federal cleared job, and more importantly not being stressed about the constant potential of losing my home. Although your account of what really transpired last year between XX/XX/XXXX and now is quite different from the actual facts one thing is certain, the phone conversation logs, recordings, and emails will bring to light what actually took place, and the truth will prevail. In addition to the bullet points above, I request for your office to provide copies of all payments sent on my behalf for property insurance , county taxes, and any other related expenses. Thank you for your time and your amicable solution to this matter. XXXX XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was in default on mortgage and subsequently brought it current as of XX/XX/XXXX. 10 days later Freedom Mortgage reported my delinquency as the current status though I was still in the loss mitigation period where I was not to have any negative reporting or collections activety, They did this as well in XXXX of XXXX. In both instances reporting potential negative and inaccurate date to the bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60803
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: When we closed this loan, we set up automatic payment withdrawals from Freedom Mortgage. The didnt pull the XXXX payment and they are showing late payments for the past XXXX months, but the account was only delinquent for the month of XXXX. Want they want now is a late fee and a couple of other charges they keep taking on. We have a 2.5 % interest rate on this XXXX lone and Im not going to let this bunch to XXXX us out of this interest rate. Im not paying any late fees for their mistake. I have paid the missing payment over two months and now my bank sends this bunch their monthly funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32967
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: I sold my property at XXXX XXXX XXXX XXXX in XXXX, MI on XX/XX/2023. XXXX XXXX XXXX XXXX XXXX XXXX reportedly completed a wire transfer on XX/XX/2023 to pay off the mortgage. The wire transfer was completed with proof sent to me. Freedom Mortgage continued to charge me for an XXXX payment on XX/XX/2023. I then contacted and inquired why this happened as the mortgage should be paid off. After countless phone calls, Freedom Mortgage was able to confirm the mortgage was not paid off and XXXX XXXX XXXX was then contacted. After weeks of " looking into it '' and XXXX XXXX XXXX advising not to make further payments, it was determined that a mistake of some sort was made and the mortgage was not paid off correctly. XXXX XXXX XXXX then resubmitted another wire payoff and Freedom Mortgage confirmed the loan paid off as of XX/XX/2023. As a result of not making additional payments to the mortgage, my XXXX credit score has dropped XXXX points due to a single missed payment reported to the credit bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48439
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I requested a forbearance with Freedom Mortgage and it was accepted and followed exactly. I am now current and did everything as requested including documentation. When recently trying to get a small loan to pay off some home improvements I was told I had a 120 day late payment on my mortgage. Obviously this is absolutely NOT accurate. I tried to settle this with Freedom Mortgage and they said that even though it was an agreed forebearance they still reposted it as late. So here I am
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80210
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My Mortgage company has been Freedom Mortgage for a few years, ive had so many issues with my Escrow payments and adjustments. I have to call in daily just to check and make sure the balances are correct. This year Of XXXX XXXX XXXX XXXX I sent extra every month to my Escrow to make sure i had enough to pay taxes. I sent between XXXX XXXX XXXX extra. With the {$120.00} from mortgage Escrow The total came out to be {$1900.00}. Freedom Mortgage kept {$900.00} of it and sent back {$1000.00}, Freedom sent me a paper in the mail XX/XX/XXXX that stated my mortgage went up from {$730.00} to {$740.00} to current statement amount of {$770.00}. The reason it went up Freedom Mortgage said i didn't have enough in my Escrow. XXXX Chief Deputy Commissioner of the Revenue said she sent Freedom Mortgage the tax paper XX/XX/XXXX for this year of XXXX stating i was exempt i qualify for XXXX based on city ordinance XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I then refaxed my taxes papers on XXXX through XXXX, Freedom mortgage kept giving me the run around said i had to wait 1-3 days until they received and they never contacted me. I later called back up to Freedom Mortgage talked to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Every time i call back they give me anew person and when i present the recent ID number they say that person doesn't exists. They owe me {$400.00} and have not resolved the issue no matter how many times i call up there, they are rude Freedom mortgage gives me the run around all the time and i just want them to make my balance right and i feel that im being scammed out money from catching them this time my payments are wrong, there sending me my Escrow back and then trying to raise my mortgage when they had the money. XXXX from Freedom Mortgage told me if i send them more money they would just send it back to me and persisted on arguing with me. Im a XXXX XXXX XXXX women and im tired of them scamming me, they have been doing this for awhile and this time around im keeping my receipts and staying on top of them because i sent extra in my escrow because i want to keep my taxes down they have not been doing right by me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: On XX/XX/2023, I paid my mortgage as usual with Freedmom Mortgage, but when I checked my account on XX/XX/XXXX, I noticed that the mortgage payment had not been deducted. Worried, I immediately called the mortgage company but the call was disconnected after the automated service stated that a payment was made on XX/XX/XXXX. This was not enough information for me, so I called again on XX/XX/XXXX and spoke to a representative. The representative informed me that my bank had reversed the payment and that I owed a late fee. I was confused because I pay all my bills from the same checking account and I have never missed a payment or been late before. Moreover, the mortgage company had increased my mortgage back in XXXX or XXXX, even though I have a fixed rate. This had already led to an incident in XX/XX/2023 when my payment was not processed because I did not listen to the confirmation number in its entirety. When I called back in XXXX, the representative told me that it was my fault, which made me very angry, but the representative stated she saw where I made the payment and honored my on time payment. During my call on XX/XX/XXXX, I insisted that the mortgage company was at fault and asked to speak to a representative while having my bank on the phone. The bank informed us that they never received anything from the mortgage company. However, the representative still told me that I owed a late fee. This is not fair to me as a loyal customer who makes payments on time. I have worked hard to purchase this home, and my elderly mother lives with me and I am not going to put my family in jeopardy as the United States of America is in a housing pandemic. Moreover, whenever I reach out to the mortgage company, a representative tries to persuade me to refinance my loan which I have refused several times. Unfortunately, on some occasions, I had to deal with a rude gentleman who talked down to me and belittled my character. He even went on to imply that I could not afford anything apart from an FHA loan. However, my credit score was good enough to secure my home and I strongly believe that I deserve to be treated with respect and dignity. Thank you for your attention to this matter. I have provided screen shots from when I called the mortgage company to pay on XX/XX/XXXX and the calls, thereafter. Thanks again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02780
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Freedom Mortgage Corporation changed the physical address for my property ( without my consent ) to an invalid address. This is now the FOURTH time Freedom Mortgage has erroneously changed our home physical ( situs ) address. This problem occurred in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and now again in XX/XX/XXXX. The CORRECT address ( mailing and legal / physical ) is XXXX XXXX XXXX, XXXX XXXX CO XXXX. Freedom Mortgage has been provided a letter from the XXXX County CO address manager confirming the correct address and still refuses to take permanent corrective action ( s ). Most recently I've spoken with " XXXX '' ( employee XXXX ) at who was unable/ unwilling to make this correction. I'm going immediately to a CFPB complaint because through the past three incidents no one at Freedom Mortgage ever - EVER resolved this through phone calls and portal messaging. I want Freedom Mortgage to ( 1 ) FIX this problem and ( 2 ) explain to me what steps are being taken to ensure this will not happen again. I'm attaching a screen shot taken today ( XXXX XX/XX/XXXX ) showing the invalid address ( XXXX, CO XXXX ) from my account summary page.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A