Date Received: 2020-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been lied to repeatedly by this company. Even the VP of customer service has lied!!! You get the run around. You get letters stating your loan modification is incomplete and letters stating its complete. Representatives are unable to confirm what is actually needed. They put my loan in forbearance then removed it with NO input from either borrower. They are dragging their feet. This has been going on for months. They dont deserve government backed loans
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 540XX
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I lost my job due to the impact from the widespread COVID-19 shutdowns. I immediately contacted Freedom Mortgage to discuss my issue and requested a forbearance. I was granted the forbearance over the phone and also instructed to make either whole or partial payments as my financial situation let me. On XX/XX/XXXX, a letter was sent out by them stating that I was in a forbearance through XX/XX/XXXX. It also stated that any partial payments would not be applied to my account and instead held in an interest free account until the end of the forbearance period. On XX/XX/XXXX, I contacted their customer service and was told that my loan payment due XX/XX/XXXX is still not paid and is still due. I reminded the lady that I was in a forbearance and it was not due. She backed off, but not before saying that my loan was going to go into foreclosure at the end of the forbearance. I asked if they were following federal guidelines on this and she then said I could request for the forbearance to continue after the initial period of XX/XX/XXXX. This is a horrible organization that uses bully tactics to intimidate their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We received a notice dated XX/XX/2020 from our bank that our mortgage company, Freedom Mortgage has reported our mortgage payment as " delinquent '' to credit bureau. Not only has our account NEVER been delinquent, we are paid through XX/XX/2020. When we contacted Freedom Mortgage 's Customer Service, they acknowledged there was no history of delinquency. Rather than fixing the problem within Freedom Mortgage, we were instructed to submit an email to dispute the filing. According to the CFPB data base and other official sources, Freedom Mortgage has a history of unethical practices. Since this is their error as acknowledged by their Customer Service department, why is the responsibility to make the correction on us? Why wasn't this done immediately in-house rather than requiring us to file a dispute? Furthermore, we question the timing. We have been contacted by Freedom Mortgage to refinance at a lower interest rate which we have not done. We believe this action of reporting our payments as delinquent is a deliberate action by Freedom to sabotage attempts we may have of refinancing with another lender by wrecking our credit. We were not pleased when, immediately after closing on our home last year, that the mortgage was sold to Freedom as we have read horror stories about their practices. We believed if we kept our heads down and maid the payments on time that they would leave us alone. We were wrong. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84403
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We began a refinance with Freedom Mortgage on XXXX. We were supposed to close on the refi on XXXX, due to a unexpected XXXX for XXXX on XXXX, we called XX/XX/XXXX to have the closing pushed back a couple days. We got a new closing date XX/XX/XXXX and when the paperwork was brought to our house to be signed it was wrong. I notified XXXX XXXX on XX/XX/XXXX ( Freedom Mortgage representative ) and let her know that the paperwork was incorrect and that we didn't sign the documents. I submitted to her the paper work that was originally submitted to XXXX XXXX to show that our property taxes would be half of the amount they had listed. XXXX said she would get our paperwork corrected and Freedom Mortgage would contact us for a new closing date. During this time I asked if we needed to make our XXXX payment since it was getting so close to the end of the month. XXXX wanted to see how long the paper work would take to be corrected and was supposed to call me back. I never got a call back and on XX/XX/XXXX, I called Freedom Mortgage again to see what the status of the refi was, I spoke to a XXXX XXXX and she said we needed to make our payment since it was so late in the month. I tired to pay over the phone and Freedom Mortgage phone lines wouldnt accept the payment of XXXX like XXXX and I discussed needed to be paid. I asked her if I needed to pay our regular payment of XXXX or the increased amount and she stated the XXXX is what needed to be paid since we were wrapping our escrow shortage up into our refi. So I went on to XXXX bill pay and sent Freedom a payment for XXXX. I emailed XXXX to let her know that I sent it via our bank since Freedoms phone system wouldnt let me pay that amount. One XXXX it was received by Freedom Mortgage. I logged onto our account and on my side I seen the money there on our account. I continued to reach out to Freedom on the states of the corrected paperwork and refi. During this whole time no Freedom Mortage employees has reached out to let us know that the XXXX had not been applied to our account and it was sitting in a hold account since it was not the new full amount, so when I log on to Freedom I see our payment and I am none the wise that it hasnt been applied because they have the XXXX I sent. After doing some more phone calls and investigating, XXXX ( supervisor over refi department ) informs me that he can not see my payment on his side and I needed to call customer service. I do this, and this is when I am informed that we needed to pay the XXXX, by a CS supervisor and that would bring our account current and the refi paperwork could be completed. I paid it over the phone right then, during this whole process I have reach out to Freedom Mortgage and made a effort to make sure our end of the paperwork and information is being done. Time after time I was promised call backs and never got them. I feel like we did our part to make sure that we kept our account current and communicated with Freedom to make sure they had everything they would need, during this time they could of said that we needed to make the XXXX, payment. Instead no one with the company told me that and reassured me on several occasions that the XXXX is all we needed to pay. At one point I even asked since we paid it after the due date due to the incorrect paperwork on Freedoms side, would we be reported late, i was reassured several times that we would not since it was due to paperwork errors and being told we could skip 2 months of payments ( it was a benefit of a refi ) I feel like in the end we did our part to communicate, pay what was being told we needed to pay and the moment we found out we needed to make a full payment, we did so. I have asked several times why Freedom never reach out to us, yet no one can answer that. We have been in good standing with them since they acquired our mortgage and we chose to refi with them, why would we pay late? Additionally, all of this has lowered our credit score a total of 103 points, this misrepresentation of our payment history will impact future purchases and cause higher interest rates than deserved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35803
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Was late on my XX/XX/2020 mortgage payment due to the result of financial hardship due to the Coronavirus. Was able to pay the total amount on XX/XX/2020 which was 34 days after the payment was due. I have made 27 consecutive online payments and happened to miss this one due to the pandemic. I reached out on XX/XX/2020 when I was notified the penalty went against my credit report asking Freedom Mortgage for a Goodwill Adjustment. Multiple supervisors proceeded to tell me that it was against the law to offer this yet I am reading information that says otherwise. With the CARES Act I have filed for loan forbearance and was hoping to have the remark waived due to the dire circumstances. It is not fair that the Government has decided to shut us all down from work, fumbled the unemployment payments, yet allow our bank lenders who received huge bailouts to still hound us and mark our credit scores. Our scores should actually be frozen until this all resolves in all honesty.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: In XXXX of 2020, I requested a forbearance on my home loan with FreedomMortgage under the CARES Act. After an initial delay in action on the part of FreedomMortgage, which compelled me to file a complaint with the CFPB, a 180-day forbearance was granted and my XXXX mortgage payment was agreed deferred under the CARES Act. In early XXXX 2020, I phoned FreedomMortgage to cancel the forbearance and issued full payment by bank ACH on the deferred XXXX payment. On XXXX XXXX 2020, I received notice from the XXXX credit bureau that FreedomMortgage had reported my XXXX payment past due ( in violation of the CARES Act ) and this resulted in a reduction of 93 points on my FICO score and difficulties refinancing my loan through another lender on the same terms and conditions as originally quoted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage is reporting that my account is in forebearance which has a negative effect on my credit standing. This is contrary to H.R. 6321 Sec 112 ( b ) ( 1 ) which amends the Fair Credit Reporting Act to say : ( b ) Moratorium On Furnishing Adverse Information During COVID19 Emergency Period.No person may furnish any adverse item of information ( except information related to a felony criminal conviction ) relating to a consumer that was the result of any action or inaction that occurred during the COVID19 emergency period
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97070
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been in dispute with Freedom Mortgage since XXXX of 2019, I have disputed the contract upon which the credit was created to place a mortgage upon my residence. Instead of trying to resolve the matter they have decided to ruin my credit by reporting negatively to all three of the major credit reporting agencies. They have reported the disputed account as delinquent or late instead of disputed. I have told them that what they were doing was illegal and that as long as the account was unresolved in dispute they can not report it as an attempt to harm my credit. They continue to report the account in a negative manner, thus ignoring, my dispute and the Federal Statues that protect me as a consumer. I have sent a package to your office with all of the documents regarding my dispute with Freedom Mortgage, I am sending this additional complaint because I received a credit alert and when I checked it Freedom Mortgage had placed another derogatory entry on my file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I tried to do a simple refinance with of my existing VA loan with the same lender ( Freedom Mortgage ). I applied online and was shown a lower interest rate and told that documents would be mailed to me in 48 hours for me to sign to lock in that rate. I even called and spoke to a broker from the company and was promised it would be no problem. Well, I never received any paperwork from the company. I called and left 5 different messages with the broker over a 3-week period with no follow-up whatsoever. I've tried calling, but it is impossible to get through the prompts to speak to anyone. After following the prompts they hang up on you. Funny thing, this company never seems to have a shortage of people to call me and solicit for reverse mortgages and other things that I don't want. I've repeatedly asked to be on their " do not call '' list to no avail. Beyond frustrated that a company can take advantage of someone on a VA loan like this.
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: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a conventional loan that I have always been on time with and not had an escrow account. My home insurance provider is no longer covering home insurance and I missed the notice and had a very small lapse in home owner 's insurance. Freedom Mortgage asked for my proof of insurance, which I provided with my new policy for the next year. They said since there was a small lapse they would go back and add in force hazard insurance for the back dates. This was from XXXX the dates of lapse. I tried to call a few times but was told I had to pay their fee of {$100.00} for the backdated insurance so I did. I saw my online statement with a change to my payment amount. I pay XXXX and my new payment is {$1600.00}. I spoke to Talked to XXXX on XX/XX/XXXX and got payment done of {$100.00} for the in force. She said she didn't know why they had put escrow on the account but that she would get it fixed and going forward since I paid the in force escrow my old payment would resume. She told me she was making a task for this to go into the funds due to the escrow for the lapse in insurance and by XX/XX/XXXX will be taken care of. XXXX, who was very nice and helpful and assured me it would be taken care of, from Freedom Mortgage also told me the escrow account change taken off with the completion date of XX/XX/XXXX. I called again today XX/XX/XXXX because my account still showed {$1600.00} instead of the {$1400.00} I always pay. The lady I spoke with today said there was a note on the account that since I had a lapse of insurance it was now mandatory that I pay the higher payment and had to now escrow my mortgage for hazard insurance. I explained to her my funds are tight, especially with the current situation and that I have already just paid for another year of hazard insurance, I do not want to also pay an inflated escrow account. She said that was the rule, nothing she can do. I asked if she could please let me talk to a manager as I am never late, and this was such a small lapse already taken care of and she kept me on hold for a while and said no managers were available to speak. I never got anything even stating that I now had a higher payment or would be forced into escrow. When I had called before they said once I paid the in force amount, which I did, they would make sure to have my account changed back before my next payment was due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A