Date Received: 2020-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Payment was sent before my account was switched from XXXX. I set up Freedom Mortgage ( I entered all Freedoms info ) in my bill pay account once I found out it was transferred, but my bank took the payment as if I wanted to pay that day. The payment was made too early and was never applied to my account. My account is now in delinquent status with Freedom Mortgage after multiple attempts of me reaching out. The most recent person Ive spoken to asks for a wire ID number which was provided. I've provided everything you've asked for verifying the ACH transfer. I've spoken to rep after rep after rep and keep getting the run-around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was contacted by XXXX XXXX from Freedom Mortgage about a product I qualified for. It was called a streamline mortgage, and I was told it was a pretty seamless process and it should be done fairly quick once I fill out the paperwork and send it in to her. Never was I told their would be any challenges with the process. I didn't have to have my credit verified, my monthly payment would go down, and I would be able to take advantage of " skipping a payment '' for a month. Everything sounded great, so I accepted the terms presented to me and started the process. Especially the " skip a payment '' option because I planned to change jobs in the near future and to not have to pay the mortgage one month was a very beneficial benefit for me. As time, went on I received loan docs in my e-mails, so I signed them and it seemed that everything was going smoothly. Then I started to notice no one would follow up with me. I began working with XXXX XXXX, Customer Advocate, as she explained the documents I was signing, and next steps. Just when it seemed like it was time close and go into the new loan, I received documents to sign. I signed different documents on XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XXXX. It would get frustrating, because just as the month would be ending and I would be thinking the loan would close any time now, no one would follow up with me. XXXX passed, then in XXXX came an issue that I had owed back child support payments which was incorrect. That was corrected, so I thought, ok in XXXX this will finally close. I didn't get any phone call, so I contacted XXXX XXXX on XXXX or XXXX ( don't remember the date ). She explained everything looked good and instructed me to NOT make my XXXX mortgage payment. This was a sign the process was going to close and everything was OK. However, as the end of the month came closer, I did not receive any calls. Finally, for fear of there being an issue, I called XXXX XXXX on XX/XX/XXXX. Our air conditioning unit went out at our home and the cost to get it fixed was going to be approximately {$7500.00}. I am still not working due to the Covid-19 issue as work is not ready to start until Nevada shut down has been lifted. Now more than ever, I needed that " skip a payment '' option for the mortgage. I asked Ms. XXXX what the status was on our streamline refinance. She looked up in her systems and said that Underwriting denied my loan because I did not meet their original criteria of having 1 or less late payments in the last year. She told me I was now " close '' to meeting the criteria and I may be eligible in the next 1-2 months to reapply. I was practically speechless. After going back and forth for over 3 months, Freedom Mortgage 's Underwriting department denied the loan because I didn't qualify for it in the first place? If this is true, this is very poor service. This company had me dangling along for over three months making me think that I was qualified and practically done with the process only to tell me at the last minute I shouldn't have been called in the first place? There is something very wrong with this picture. How can a mortgage company make an offer to a customer, provide steps for the customer to follow, and then take back their offer over 3 months later because they shouldn't have made the offer in the first place? Not only is this bad customer service, this company is not operating in good faith. I almost feel like this is borderline fraud and that this company is practicing deceptive processes to make their numbers look better. Why was I even called in the first place? Never have I contacted an elected official or have gone to the attorney general of the state, but I am tempted to do so - this is so egregious, I feel like I have been taken advantaged of. Do I pay the mortgage? Or do I use the money to add to the purchase of a new air conditioning unit for the home? The other concern is, if I don't pay on time, then I may be disqualified again for the streamline loan. Please, I want a lower payment each month but how do I know this same think won't happen again? This is just all around bad for Freedom Mortgage to do this to a customer. The other issue is, was anybody ever going to tell me I was denied? And provide me the official reason? Ms. XXXX said an official " no '' letter was mailed to me on XX/XX/XXXX. However, I never received it. Had I not called, this issue would never have been addressed. I deserve to know the official reason in writing why my loan request was denied. Ms. XXXX did not provide me any recourse other than to call in Customer Service. I called in the following day and spoke to XXXX. He was able to waive the late fee per my request and provided me another number to call. I called that number the following day and eventually spoke to a supervisor. I explained to him what had happened but he didn't really do much. He stated he would follow up with Ms XXXX and Ms. XXXX but I am not sure what that would do for me. I felt there was no real customer service on this call - no real help provided for me, the customer that suffered during this ordeal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 2 separate issues : 1. On XX/XX/XXXX, I attempted to make a payment via my usual method, for some reason the website only took my additional principal payment, not my standard Mortgage payment. I was NOT contacted about being late for XXXX, due to this error on THEIR website, although they claimed I was. I have proof no voicemail was ever left or email ever received. Once I realized this had occurred, I made both payments i ( and a thrid payment for XXXX ) including the late fee on XX/XX/XXXX ( one payment for the missing XXXX, and for XXXX ). I was reported 30 days late for XXXX. I sent them a message per their website recommendation. No response for over 40 DAYS. I called during this time, in which they credited back the late fee to my principal, but unbeknownst to me two weeks later ( ~XXXX XXXX ) I was reported as late. 2. Second issue : I have statements clearly stating on their website as well as my own records that on XX/XX/XXXX I made payments for XXXX, XXXX, and XXXX. Right now, their website indicates my next payment is due XX/XX/XXXX, yet they reported me 30 days late AGAIN for XXXX. This Servicer tries to avoid assisting in any way by forcing their customers to use poorly working websites, tedious phone trees, and 30 day turn around SLAs for answering questions via their website message ; all while claiming ( according to the large banners on their homepage ) that they are " here for their customers during this Covid crisis. '' Not only is this bad business it is fraudulent in nature. I have made complaints to the mortgage broker that uses this company as well as to whomever else will listen. Hopefully there is something that can be done about these types of shady businesses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35124
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I logged onto our account with Freedom Mortgage to pay our current mortgage payment, I discovered that the company placed our mortgage in Loss Mitigation. Due to this, there is no option to make a payment. According to their website, they approved a Loss Mitigation for our account on XX/XX/2020. It also says that we have a Repayment Forbearance ... Currently Under Investigation. We did not ask for or fill out any paperwork requesting a Forbearance. Apparently Freedom Mortgage took it upon themselves to force us into this situation. This is not right and we will be contacting the company. Although contacting Freedom Mortgage usually results in more frustration, we will try. This Company is already part of at least one Class Action Lawsuit over their unending phone calls pressuring their mortgagees to refinance and refusal to cease their phone calls. If these new actions by Freedom Mortgage are not illegal, they certainly should be. How many others have they placed in Forbearance without consent?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47630
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
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: I have not received confirmation not certified testimony that your offices complied with the FCRA and all its mandated rules when it comes to reporting accurately. Therefore, you are to present to me with a certificate in testimony that the fraudulent inquiries present in Exhibit C are in fact compliant and not subterfuge? ( Copied from AFFIDAVIT** ) All items listed in Exhibit B are fraudulent, invalid, inaccurate, not timely, and carry no documented evidence of their existence.To the least, they have not be authenticated as per my requirements as you are damaging my character, creditworthiness and well-being by falsely stating those fraudulent non-compliant unverifiable inquiries on my report. ( Copied from AFFIDAVIT** )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Last month in XXXX I noticed my credit score take a hit. At about the same time I received a past due notice from my mortgage company. Looking into my credit report I had a 30-day late payment from Freedom Mortgage for XXXX. Just one problem, my check cleared the bank before 30 days was up. After numerous attempts to clear this up, I keep getting the same response. It's all my fault. I received a notice earlier this year stating I had a $ 400+ shortage on my escrow. I was left with two options. Pay the shortage and my house note stays the same, or do nothing and my house note will be raised accordingly. I chose to do nothing and my house note from XXXX reflected the raise in my house note with the new amount. I paid that exact amount but according to Freedom Mortgage, I mailed the check to the wrong address. So since I did that they decided to split my check up and distribute it however they saw fit. They decided to take $ 400+ out and pay the escrow shortage, even though they had already adjusted my house note accordingly, and I'm still confused about what happened to the rest. Either way, my check which was written for the exact amount of my house note was now short and I was now 30 days late. Now because of this, I have already had two creditors review my accounts and drop my available credit balances. That will hurt my debt to income ratio and drop my credit score even further. Even if they remove the 30 day late my credit will not bounce back to where it was before this. This may not even be the only 30 day late reported as I am still receiving late notices. This also may set off a chain reaction with all my creditors which it seems to be doing. I have spent hours on the phone trying to clear this up. It is a full-time job to get ahold of them and they always hang up on you once and make you go through it again. I have spent 3 hours just to talk to somebody and hear its ' all my fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77375
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Good afternoon, I sent my right to cancel in on XX/XX/202 at approx. XXXX XXXX/L to the message center and to XXXX XXXX the following week I received a check from XXXX XXXX XXXX. I began to reach out and find why I received the check and what they wanted me to do with it as I had canceled the refi process. On Monday the XX/XX/XXXX I called Freedom Mortgage and spoke with a XXXX XXXX. I explained my situation to XXXX he informed me that he was reaching out to XXXX and his supervisor and would call be back. On Wednesday XX/XX/XXXX I called Freedom Mortgage and spoke with a XXXX XXXX. I explained my situation to her and informed her who I spoke with she said she was look into it and get with a supervisor and would call be back that day. On Thursday XX/XX/XXXX I called Freedom Mortgage to get a status update and XXXX happened to answer the phone again. We had a discussion as to what was going on and why he didnt call back. I asked to speak with a supervisor and was transferred to XXXX XXXX. I explained to XXXX the situation she said she would call me back within 24hours to give me a timeline I waited approx. 28 hours before I tried to call her back on her direct line, she provided to me when we spoke. The call was not answered I left a voicemail. I received an email from XXXX XXXX on XXXX and approx. XXXX/L had no update on timeline for correction. I called XXXX XXXX direct number on XX/XX/XXXX as I have not heard anything with no answer. I then call the customer service number on the website and ended up getting a phone number for management team. ( XXXX ) XXXX XXXX, the number provided hangs up as I was not provided a state code. I called back after googling a state code and was told I had the wrong department. I was transferred to customer care spoke with XXXX ( XXXX ). XXXX said he sent my information to XXXX XXXX but she was in a meeting. XX/XX/XXXX approx. XXXX/L I have not heard back from anyone at Freedom Mortgage, logged into website no changes indicated there. They have had ample time ( 10 business days since I made them aware 23 days since loan funded after XXXX filed ) to provide a timeline and or correct the problem. No communication initiated by Freedom next step file complaint with CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85335
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX or XXXX we were contacted by our mortgage company multiple times to do the streamline refinancing. We started the process and finally got everything finalized in XXXX. Come XX/XX/XXXX we receive in our annual escrow analysis sheet and it states we are negative in our escrow account and on XX/XX/XXXX we owe either XXXX and our monthly mortgage goes up {$200.00} for 12 months or we can opt to not pay the XXXX but pay {$650.00} more monthly for 12 months. Both causing more money out of our pockets than our original amount before refinancing. After contacting customer service via phone twice and getting the run around and submitted an online question on XX/XX/XXXX ( still have never heard anything back ) we finally emailed on XX/XX/XXXX XXXX which this email comes from XXXX reviews. We found out during the refi process the loan officer did our paper work incorrectly they looked at the value of the house from when we first went into contract and our house was just accessed at land instead of looking at our actual house value and our prior taxes and paper work on file. They took our escrow balance and applied it to our principle thus causing us to be in the arrears come XX/XX/XXXX once our annual taxes were paid. We were told they would reach out to see what could be done, possibly extend our extra payments out longer. We explained in what would we want to pay more monthly on our mortgage than we did before we refinanced. That is was a joke, and the amount of times we have had to reach out to Freedom Mortgage without getting help they should really fix their problem. We have still not received anything from them except our XX/XX/XXXX statement which shows we owe the extra {$650.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95687
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to refinance my home and Freedom Mortgage will not provide XXXX XXXX a payoff for " At least 15 days '' without me calling in. I do not wish to speak to them or be pushed to stay with this company. I see they have 7 days to provide a pay off but continue to refuse. XXXX XXXX Requested in writting a payoff on XX/XX/XXXXXX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84120
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX Paid Mortgage Payment- website not functioning properly and stated the following day that it was not paid. Although we had confirmation it was. XXXX Paid Mortgage payment again due to the website error and being told by Freedom Mortgage that it was not accepted. Both of these were then debited from our bank account the first payment that they stated was not taken and then the second. We can prove through statements from XXXX. XXXX Contacted Freedom Mortgage we were told to contact XXXX that this was on their end and nothing Freedom would or could do. Contacted XXXX paid a fee ( out of our pocket for Freedoms mistake ) to then have this payment reversed and credited back to our account. XXXX Paid Mortgage Payment XX/XX/2019 Pay Reversal done by XXXX due to prior phone call with the stop payment & reversal as they blocked Freedom from taking any money from our account. When the request came through from Freedom they denied it based upon this. We have screenshots to show this and where it was paid and paid on time. XXXX We were made aware that two payments were due at this time due to the mistake outside of our control. We immediately in a show of good faith paid two payments at the same to get this back current. Incurred additional late fee even though this was something we never knew about and have screenshots showing where it was paid on time. Even after such as this was corrected and Freedom was aware of the mistake and mishap from the website & XXXX they chose to report this to our credit. The single derogatory remark ever on our perfect credit profiles. This has reduced our scores drastically.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30241
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A