Date Received: 2020-05-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We started our VA home streamline refinance back in XXXX and ran into all sorts of issues with being able to get in contact with anyone at freedom mortgage or inspire closing through email or phone. Documents were lost and they had to extend our rate lock on our loan because we were going to exceed the 45 day closing requirement and on the day of closing the notary called and cancelled our closing 30 minutes prior to the closing time. XX/XX/202 - received documents to sign our new loan XX/XX/2020 - received an email from freedom requiring our previous divorce decrees and marriage certificate because they were not on file - even though we were already financed with them and this was on file from our original loan XX/XX/XXXX, & XX/XX/2020 - we received an email stating we needed to mail off the POA to XXXX for closing, later that day freedom mortgage said we needed to keep the original for the notary during signing. XX/XX/2020 - requested to send our divorce decrees and marriage cert again XX/XX/2020 - requested to send a divorce property settlement form from my previous divorce - not needed because i was divorced 3 years prior to the purchase of this house - requesting unnecessary documents. XX/XX/2020 - received an email from freedom mortgage asking to email a copy o the POA because they did not have it on file. XX/XX/2020 - received an email from freedom mortgage stating there is an issue with closing and XXXX and for us to call them as soon as possible - our lock rate needed to be extended for the loan at this time because we were over the 45 days for signing. XX/XX/2020 - received an email from Freedom mortgage that they have not received our closing documents yet ( closing date scheduled for XX/XX/2020 ) XX/XX/2020 - emailed freedom mortgage that we have not received our closing documents XX/XX/2020 ( XXXX EST ) from notary for XXXX closing that they have to cancel our closing today 30 minutes prior to our closing XX/XX/2020 - called Freedom mortgage to file a complaint and talked to the loan officer. no progress was made, i was told they would look into it and do not know why the notary cancelled the appointment XX/XX/2020 ( XXXX EST ) Freedom mortgage called saying title is trying to hire a new notary to complete our signing today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96707
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Called mortgage company, Freedom Mortgage, ( XXXX ) on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX( spoke w/XXXX ), and XXXX, as well as 3 emails, from company 's website. Calls were made as initial investigation into refinancing existing mortgage. Was told I would receive reply within 24-48 hours. NEVER received any response! Filed an application, online which was acknowledged, by email, on XX/XX/XXXX. No contact since. Feel frustration about lack of ability to speak with anyone, other than those fielding calls, at toll-free number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
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: Trouble during payment process
Subissue:
Consumer Complaint: I. BACKGROUND On or about XX/XX/2020 : I used Freedom Mortgage 's ( " Freedom '' ) website to submit a request for the 180 days, COVID-19 forbearance required by HUD. I was instructed that I would need to submit a Freedom-created, COVID-19 Hardship Attestation form ( Attestation form ) in order to be considered for the program. XX/XX/2020 : I sent Freedom Mortgage a completed copy of its required Attestation form via email. I also provided them with a copy of the U.S, Department of Housing and Urban Developments ( HUD ) XX/XX/2020 Mortgagee Letter XXXX ( Mortgagee Letter ), and requested that I be allowed to utilize the COVID-19 National Emergency Standalone Partial Claim for repayment, as I will ostensibly meet all eligibility requirements contained in the Mortgagee Letter ( I already meet the occupancy and currentness criteria, leaving only my claim of ability to resume on-time mortgage payments ). In a letter from Freedom, dated XX/XX/2020, the company informed me that they received the Attestation form and that I would receive the terms of my Forbearance Plan within 14 days of receipt of that letter. The letter then went on to explain that I may receive a Forbearance Plan of up to 180 days and that there is not an automatic payment deferment or loan modification at the end of the forbearance period and that action would be required on my part. Then, in two separate letters/agreements, from Freedom, both dated XX/XX/2020, I was told that I had been approved for a Forbearance Plan. One of the letters/agreements states that under the Forbearance Plan, my mortgage payments are temporarily suspended until XX/XX/2020. The other letter/agreement, which is otherwise virtually identical to the aforementioned, states that my monthly mortgage payments are only suspended until XX/XX/2020. Both letters/agreements state, The terms of your mortgage will not change during the forbearance period. As a result 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. Both letters/agreements also require that one or more inspections will be conducted to determine the physical condition of the property, as part of the next steps and potential solutions. Both letters/agreements also state that, depending on investor requirements you may be required to provide a complete loss mitigation assistance application at the conclusion of your Forbearance Plan. Both letters/agreements include a signature page whereby we, the homeowners, are expected to sign and accept the terms of the letter/agreement. It is my contention and concern that Freedom is not in compliance with HUDs rules and instructions regarding the execution of the COVID-19 forbearance. II. HUD Rules and Guidance In pertinent part, the aforementioned Mortgagee letter provides the following : If a Borrower is experiencing a financial hardship negatively impacting their ability to make on-time Mortgage Payments due to the COVID-19 National Emergency and makes a request for a forbearance, the Mortgagee must offer the Borrower a forbearance, which allows for one or more periods of reduced or suspended payments without specific terms of repayment. ... Any Borrower who is granted a Forbearance for Borrowers Affected by the COVID-19 National Emergency and is otherwise performing as agreed is not considered to be delinquent for purposes of credit reporting. FHA requires Servicers to comply with the credit reporting requirements of the Fair Credit Reporting Act ( FCRA ) ; however, FHA encourages Servicers to consider the impacts of the COVID-19 National Emergency on Borrowers financial situations and any flexibilities a Servicer may have under the FCRA when taking any negative credit reporting actions. ... ... Eligibility for COVID-19 National Emergency Standalone Partial Claim : The Mortgagee must ensure the following eligibility requirements are met : The Mortgage was current or less than 30 Days past due as of XX/XX/2020. The Borrower indicates they have the ability to resume making on-time mortgage payments. The Property is owner-occupied. In HUDs COVID-19 Questions and Answers ( HUD Q & A ) Last revised : XX/XX/2020, available online at https : //www.hud.gov/sites/dfiles/SFH/documents/SFH_COVID_19_QA.pdf, the following is provided : Q. What documentation is required to prove the borrower has financial hardship due to COVID-19? A. No documentation is required to prove financial hardship due to the COVID-19 National Emergency. Mortgagees must offer borrowers experiencing financial hardship due, directly or indirectly, to the COVID-19 National Emergency a COVID-19 Forbearance upon borrower request. Q. Mortgagee LetterXX/XX/XXXX includes a COVID-19 Forbearance. How is this forbearance different than the informal and formal Forbearance from HUDs Priority Waterfall? A. The COVID-19 National Emergency forbearance is not a written agreement ; it must be approved, upon borrower request, for up to six months and extended up to an additional six months, upon borrower request. The COVID-19 Forbearance may only be offered under the guidance for this COVID-19 National Emergency. Q. Will the monthly mortgage payments that are reduced or suspended under a COVID-19 Forbearance need to be repaid? A. Yes. A borrower who receives a COVID-19 Forbearance is responsible for repaying the suspended mortgage payments or the balance of reduced mortgage payments. Mortgagees must offer eligible borrowers the COVID-19 Standalone Partial Claim. For those that do not qualify, Mortgagees must offer the standard FHA Loss Mitigation Options to assist in making these payments as outlined in the Single Family Housing Policy Handbook 4000.1, Section III.A.2.k HUDs Loss Mitigation Options. All late charges, fees, and penalties must be waived as long as the borrower is on a COVID-19 Forbearance Plan In HUDs If You Need Assistance in Making Your Mortgage Payments, Help is Available Q & A ( Last Updated : XX/XX/2020 ), available online at https : //www.hud.gov/sites/dfiles/SFH/documents/COVID-19HomeownerHelp.pdf the following : I am having trouble making my mortgage payment due to the impacts of the COVID-19 National Emergency. Do I need to provide my servicer with documentation to prove I need forbearance? A. FHA servicers will ask you to confirm that you are having a financial hardship, either directly or indirectly, due to the COVID-19 National Emergency in order to qualify for a COVID-19 Forbearance, but will not require that you supply any documents. III. Issues and Analysis 1 ) Freedom can not require its Attestation form, Forbearance Plan agreement execution, physical inspections, and/or loss mitigation assistance application at conclusion of the forbearance plan depending on investor requirements as conditions or terms of granting the COVID-19 forbearance. The Mortgagee letter and the HUD Q & A state that No documentation is required to prove financial hardship due to the COVID-19 National Emergency. Mortgagees must offer borrowers experiencing financial hardship due, directly or indirectly, to the COVID-19 National Emergency a COVID-19 Forbearance upon borrower request. Further, the HUD Q & A also provides that The COVID-19 National Emergency forbearance is not a written agreement ; it must be approved, upon borrower request, for up to six months and extended up to an additional six months, upon borrower request. The COVID-19 Forbearance may only be offered under the guidance for this COVID-19 National Emergency. Nonetheless, Freedom required a financial hardship form and a subsequent agreement be executed before granting the forbearance. Additionally, in the terms of that agreement, Freedom also requires physical inspections, and loss mitigation assistance application at conclusion of the forbearance plan depending on investor requirements 2 ) Freedom sent two letters/agreements, one with incorrect forbearance length. Despite my request for the 180 days, Freedom either intentionally or negligently sent duplicate letters/agreements, one of which only allowed 90 days forbearance. I am uncertain which is being pursued by Freedom. 3 ) Freedom has thus far ignored my request for consideration of the COVID-19 National Emergency Standalone Partial Claim as an option for repayment after the forbearance period ends. Freedom is either intentionally or negligently omitting any information or reference relating to COVID-19 National Emergency Standalone Partial Claim in its letters/agreements, despite the fact that we already meet two of the three criteria required for eligibility, the third being the indication that we are ready or have the ability to resume on-time mortgage payments. 4 ) Freedom can not state, as it did in its letter/agreement, that we will become delinquent and our credit score may be impacted in the manner in which they have. The Mortgagee letter is very specific on this subject, providing, Any Borrower who is granted a Forbearance for Borrowers Affected by the COVID-19 National Emergency and is otherwise performing as agreed is not considered to be delinquent for purposes of credit reporting. Freedom used an asterisk near its credit reporting statement that connects the reader to another section in which it contradicts the former statement, advising that they will not furnish delinquency information during the forbearance period, but will furnish information about the Forbearance Plan to the credit reporting agencies in accordance with the relevant law. However, immediately following that sentence, with all caps and bold lettering for emphasis, Freedom states, CREDIT SCORING COMPANIES MAY CONSIDER WHETHER THERE IS AN INCREASED CREDIT RISK DUE TO LACK OF REPORTING. WE ARE UNCERTAIN AS TO THE IMPACT ON YOUR CREDIT SCORE, PARTICULARLY IF YOU ARE CURRENT ON YOUR MORTGAGE OR OTHERWISE HAVE A GOOD CREDIT SCORE. This, combined with the previous contradictory, and blatantly non-compliant statement regarding delinquency, appears to be an intentional attempt to confuse and deter borrowers from utilizing the legally prescribed COVID-19 forbearance by creating unnecessary anxiety and apprehension through the use of stylistic writing. IV. Request for Remediation/Relief Pursuant to the authority and claims included above, I respectfully request that Freedom Mortgage grant the COVID-19 forbearance to me and my spouse without mandating any agreement be entered into ; and that Freedom acknowledges the COVID-19 National Emergency Standalone Partial Claim as a legitimate option for my repayment after forbearance end and/or upon my advising them of my ability to resume making on-time monthly mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was in a trial period for XXXX XXXX, XXXX XXXX and XXXX XXXX. I made XXXX payment of XXXX, they accepted it. I then called my XXXX payment in on XXXX XXXX, XXXX via my savings account to keep it separate from my daily spending money. I worked everyday including holidays from XXXX XXXX XXXX XXXX XXXX, XXXX. On the XXXX of XXXX I was reconciling paperwork and checked my bank. I found that freedom Mortgage had not taken my payment. I called Freedom Mortgage and they were closed. I called my bank to see what happened. The explained that my savings was a non-transaction account. I tried to call Freedom again, they do not even have a phone prompt for you to leave a message. So I transferred all the money over to my checking. First thing Monday morning ( XXXX XXXX XXXX ) I called Freedom to ask fix the situation. The girl I spoke with saw that their notes showed it was a non-transaction account but they had sent my account to be denied. Well my attorney, called and spoke to a representative on XXXX XXXX, XXXX and they agreed to continue my trial period because Freedom Mortgage never tried to contact me after knowing that the payment was trying to be drafted from a non-transaction account. About a week later I received a letter from Freedom stating that they were terminating the trial. If they had followed through with their promise to accept the payment as the XX/XX/XXXX payment I would have made the XX/XX/XXXX payment and been in my loan modification already. Instead I had to pay and addition {$2000.00} to my attorney 's to reapply and then in the middle of COVID-19 they decided to deny the loan modification request. With the denial, they drafted the letter on XX/XX/XXXX. My attorney spoke with them on XX/XX/XXXX and they stated they were waiting on the title report. Their post mark on the envelope is XX/XX/XXXX. I would assume that by then they would have been able to inform my attorney about the denial. On XX/XX/XXXX the USPS post mark was done. On XX/XX/XXXX I received the denial letter stating that I had until XX/XX/XXXX to appeal. They left 6 days out of 14 to appeal. My attorney called on XX/XX/XXXX, this is when he found out about the denial. Freedom never reached out to the attorney, and did not have the information " in the system '' when my attorney called. They held the letter for 3 days before it left them. I feel they deliberately held this information back so I did not have time to respond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28562
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Notified on XX/XX/XXXX that there was an escrow account shortage on my loan. Offered a interest rate reduction refinance to lower my monthly payment to make up for the shortage and soften the blow of what was to be an 85 % INCREASE in my payment ( from {$1100.00} a month to {$1800.00} a month ) Worked with the IRS to subordinate a federal tax lien to be able to do the refi. After weeks of no response I was told I no longer qualified for the refinance without explanation. Mid XXXX, requested and was approved for a 48 month spread on the escrow account shortage. 7 phone calls, countless emails and mailed correspondence to correct this error have been ignored. Since then, my monthly mortgage payment has increased with no response to my requests to rectify this. I called to request a 48-month escrow spread for a shortage on XX/XX/XXXX. I was told at that time that this was approved and would be reflected on my account by XX/XX/XXXX. Since then, my monthly mortgage payment has increased 85 %, no response to my requests to rectify this. On XX/XX/XXXX I called and logged in to see this had not been updated, it had not. Again on XX/XX/XXXX I called and logged in to see this had not been updated, it had not. I again called Freedom directly and spoke with someone who confirmed the error and advised that I call back the next day and this should be fixed. I did indeed call back on XX/XX/XXXX and XX/XX/XXXX to Freedom and this still had not been resolved. I was told on XX/XX/XXXX that a new ticket has been created and this should be escalated to be addressed and fixed. It is at that time that I made the new estimated payment of {$1500.00} with the representative over the phone to make sure I wouldnt incur a late fee or mark on my credit report. Payment was made, cleared and is showing in suspense. As of today, XX/XX/XXXX, the status is still incorrect, late fees are assessed and account is showing delinquent. Those fees are incorrectly imposed, the delinquent status is incorrectly imposed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48183
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The mortgage was transferred twice and Freedom Mortgage misapplied monthly payments under " principal '' and " unapplied ''. I talked with several representatives from XXXX to XX/XX/2019 who finally were able to apply the monthly payments correctly, however they incorrectly reported late in XXXX. The payment was NOT late they had the money each month just misapplied. I have called Freedom Mortgage twice and each time they say a supervisor will call me back and they never do nor do they correct the late payment on my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have made several calls during XX/XX/2020, asking for help. I learned about forbearance option, 3 months, then I " would have to pay a balloon pymt at the end of the 3 months timeline! '' Through XXXX, I called numerous times wanting to talk to someone and was put on hold for ever and ever or was disconnected while being transferred to loan mod dept, and some of the CSR 's were horrible, totally not interested in helping, bored negative attitude, not into their jobs obviously. I told the 3 or 4 diff CSR 's " you can't do that and who will have that large amount of money to be able to pay a balloon after forbearance timeline? '' I also asked a few times to speak to someone re : loan modification ; and was told every time to go their web and fill out a form and was also told I " must go through forbearance plan first before a loan mod can be considered. '' What Freedom Mtg does not tell you is that both forbearance or doing a mtg loan mod would blemish/damage your credit and that doing a forbearance would then force you to having to stay with them for another 12 months. Also I am upset because their web specifically asks for your complete SS # in order to setup your on line mtg. account ; they should already have my complete SS # plus I refuse to provide my entire SS # and address, etc, on their web, which is a great start opening the door up for identity theft to occur because they would see my entire SS #, my address, etc. NOT!! I hate Freedom Mtg : have read a lot about them since virus stayinplace lock-down and everything I've read is not good, very negative stories re terrible mtg service ( even before the virus ) with Freedom Mtg. Also had a ph appt scheduled today ( 3 days advanced scheduled ) XX/XX/XXXX at XXXX EST, was told either of two ( 2 ) refi experts would call me, waited all day, no one ever called me nor did the mtg scheduler, return my call when I called her at approx XXXX ; XXXX EST. ( I will provide a copy of our email dialog re my appt scheduled. TY
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48843
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On Friday, XX/XX/XXXX, I received a letter from Freedom Mortgage that my mortgage was being transferred from XXXX to Freedom Mortgage. There were two letters that I received from Freedom Mortgage, one was a welcome letter outlining who Freedom Mortgage is, as well as the principal, interest, escrow and any other fees or penalties that may accrue. The other letter was more detailed on when my next payment is due. The welcome letter looked suspicious because throughout the letter, key areas of information such as my name, date, address, and payment amounts were all in different font colors than the rest of the letter. I called Freedom Mortgage and spoke to two people ( one was a customer service representative, and the other was a supervisor ). I explained to them that I received these letters but I am not sure why because I have not received anything from XXXX indicating that my mortgage was being transferred. Apparently they have all of my information, including my social security number. I asked for someone to email me a copy of all the documents that they have pertaining to my mortgage to verify if it is legitimate. The representative said that it would take three business days to complete the order, which I was not pleased about ( three days to send an email???! ) They said that they could expedite the process so I can receive the documents sooner, which I said sure. Today is Friday, XX/XX/XXXX and I still have not received the documents that I requested to verify that Freedom Mortgage is ; one, a legitimate institution, and two, that this transfer of service is legitimate as well. Freedom Mortgage does not have any offices available, and even if you take the COVID-19 situation out of the equation, I would have to call and wait in queue in order to speak to someone about my issue, rather than going into a local branch and dealing with this situation, or any that may come up in the future. I am very concerned about this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I called my mortgage co. to ask what kind of disaster relief assistance they were giving their valued customers. I was offered the opportunity to refinance my loan from 3.875 % to 3.327 % as a permanent fixed loan. I agreed. On XX/XX/XXXX I rec 'd a letter from the underwriting dept. asking if I had a loan from XXXX for XXXX. The answer was no, I have not had another loan. On XX/XX/XXXX, I rec 'd loan doc 's to sign. I signed and returned, hoping to close quickly. I rec 'd a letter on XX/XX/XXXX saying we should be closing soon. I have been calling my mortgage company since those corresponded letters and no response. Finally, heard from a Senior Team Leader XX/XX/XXXX. He said he would check into the situation and never heard back from him. This has been a very confusing situation for me because, I financed my loan with this mortgage Co.in XXXX. How could an underwriting Co clear me for financing at that time if there was a loan in XXXX. I do not know anything about the loan in XXXX. Thanks for your kind consideration to this matter. Blessings!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I reached out at the beginning of XXXX to inquire about mortgage forbearance and found that Freedom Mortgage was giving out incorrect information in accordance with the CARES act. I submitted a complaint on here about this, and it was listed as resolved, however it was not resolved. Freedom Mortgage put me into a mortgage forbearance plan WITHOUT MY KNOWLEDGE OR CONSENT and placed my account under the loss mitigation department. As a result, I have been unable to make a payment on my mortgage for the entire month of XXXX and am now being reported as 30 days late. This is inaccurate however because I started a work order with XXXX from Freedom Mortgage ( ID # XXXX ) on XX/XX/2020 to release my account from forbearance so that I could make my payment. I was promised per that conversation that my account would be release from forbearance by XX/XX/2020 so that I could make my payment and not be marked as late. That date came and went, I called on XX/XX/2020 and spoke with XXXX ( ID # XXXX ). She informed me that she wasn't sure why it wasn't done yet, and to call back in a couple of days if it didn't get removed. I then called today, XX/XX/2020 and have yet to get an answer from anyone. My call gets " transferred '' to the loss mitigation department and no one ever picks up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19966
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A