Date Received: 2020-04-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX i had my house scheduled to refinance with Freedom Mortgage for a XXXX loan. The notary had a tire blow out and couldn't make it. I realized it was Friday and we couldn't reschedule but i never heard anything from XXXX XXXX XXXX XXXX. I Finally lwas able to reach XXXX XXXX the following Tuesday XX/XX/XXXX after leaving several messages and emails. He informed me he would send a email to the closing department and i should hear back from them. Nobody ever called. I called several more times because i was getting quite concerned that maybe this was a scam and i finally got in touch with him. I expressed my concern and his response was " what did i want him to do ''? Well i justvwas trying to get some information I was told to hold my payment and i didn't know what to do. Finally someone called and informed me they were working on it and i closed XX/XX/XXXX. Customer service was horrible and no one should be put in this same situation. I please ask you to help so no person has to go through this kind of stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29609
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage currently actively and incorrectly reports late payments, althought the account was paid on time, and the house was sold in XXXX of 2019. They also charged junk fees like a property inspection fees, which I never agreed to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Last summer I was notified by XXXX county that Freedom mortgage did not pay my 2016 property taxes and they had auctioned off the debt. It took weeks to get this issue resolved and Freedom ended up paying the debt. This past XXXX I got a letter from Freedom saying that I had missed by XXXX payment. I had made the same payment I have diligently made every month. I had not missed a payment. Freedom stated that they had raised my mortgage by approx {$400.00} dollars/month in order to recuperate the money they spent to cover the unpaid 2016 taxes. They said that there was now an escrow shortage I immediately began calling and emailing. There has been tremendous difficulty getting responses. I made an arrangement to spread the escrow shortage over 4 years. This increase would be approx $ XXXX over 48 months. I received a letter confirming this. Customer service stated that they had waived the XXXX late fees and agreed to the new payment plan. For XXXX I made the new payment that was {$100.00} more. I then received a notice saying again that I had missed another payment. I paid XXXX and XXXX. The XXXX payment was my original and XXXX was the {$100.00} more. As stated in the letter I got from freedom. Throughout this process I have made numerous calls and sent several emails trying to find a resolution. I believed this was resolved when I got a letter. I have been reported to the credit bureaus as having missed 2 consecutive monthly payments and my credit score had need affected. Freedom still shows me as being delinquent. I can not get hold of anyone, I can not get a call back, I cant get a response to an email, I have no way to get any sort of resolution. I need assistance. I need help getting through to someone at freedom to get this issue resolved. I need to know how to fix this and how to get freedom to fix my credit. Please help. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33328
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX we reached out to Freedom Morgage ( who holds our FHA loan ) and inquired about refinance rates. After we discussed it, my husband and I decided to sell our home instead of refinancing. It took us 3 months to put our home on the market and 2 additional months to have an offer on our home. We accepted an offer and started moving forward on the paperwork when our buyers morgage company discovered that Freedom Morgage unlawfully against our knowledge opened a case # against our address the following day after we ONLY inquired about rates. The buyers for our home are unable to get a FHA case # assigned to them while there is an active case # on us. I reached out to Freedom Morgage at XXXX this morning and it is now XXXX and they refused to close our case # today, potentionally costing us the sale of our home and the contract of our new home due to it being contingent on ours selling. We were transferred more times than I can count and placed on hold for hours at a time with people who never came back to the phone and never made the call backs they promised. Freedom Morgage has the ability to cancel our case # by simply logging on to FHA connection yet refused to do so. After SEVEN AND A HALF HOURS of being on the phone with them, the BEST they were willing to do is contact HUD and request it be cancelled, but we reached out to HUD and have it in email that that is not the correct way to handle this and that Freedom Morgage was to log onto FHA connections and process this. I have names of most people we spoke to, also have the extension # of the person who never bothered to return our call. I am beyond angry at how horribly they have done business with us. This is the second morgage we have had through them and we will never have another after this horrendous customer service. We did NOT give them permission to open a case # on our property. We were not even notified that they did! Because they were not willing to close the case correctly today, our closing is now delayed and we may lose the contract on our new house due to their atrocious customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted my mortgage servicer, Freedom Mortgage by phone on XX/XX/20, for informational purposes only, to see what programs they were offering during the COVID-19 pandemic. I was not late nor delinquent in my mortgage payments. I spoke with XXXX, Rep # XXXX, she told me about the forbearance plan. I stated I did NOT want to be on a forbearance plan. I received a letter from Freedom Mortgage stating I was approved for a 3 months forbearance plan, and while on this plan my property would be subjected to one or more inspections, any payment I sent would be held in a suspense account and applied only after all fees related to the forbearance plan had been settled. I immediately called and spoke with XXXX, ID # XXXX and explained I did NOT consent to this, he said he would cancel it. It has not been canceled, the payment I sent has NOT been applied and I am afraid I will lose my home due to being placed on a forbearance plan. I can not afford to pay fees or costs associated with a plan I did not ask for. It is reprehensible the government has " removed hurdles '' for the mortgage servicers thus putting hurdles in the consumers way. The mortgage servicers will find a loop hole to charge us consumers fees, they always do. Please, please help me get OFF this plan before I lose my home to this. The stress of this situation has affected my physical and mental well being, strained my personal relationships as well as the ability to do my job. I have spent hours on the phone, and writing letters, I sent a Qualified Written Request Letter to no avail. I wonder how many others is this happening to?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a mortgage with XXXX XXXX company, XXXX XXXX XXXX, XXXX XXXX, AR ( XXXX ). I got behind and they told me if I paid XXXX I would be caught up. I paid the XXXX and the next month they sold my loan to freedom mortgage. Freedom mortgage ( XXXX ), said that I was behind and owed XXXX. Since I just paid the XXXX thinking i was caught up there is know way I can pay the XXXX. So Ive been paying what they, freedom mortgages says is the minimum payment of XXXX. I've paid that for the last two months ( XXXX and XXXX ). I got a statement that said I had til XX/XX/XXXX to pay XXXX. Today I get a statement that says I owe XXXX dollars. There is absolutely no way I can pay XXXX less known XXXX. They bombard me with mail, before I can reply to one letter I receive another letter/statement. Further more I do not know where they are getting all these amounts, and know one can seem to explain it to me. Everyone has an attitude. They also said even though there is a pandemic and we are in economic crisis 's there is nothing they can do for me because I was already behind on the payments. If I was already behind how do you expect me to catch up? Nobody cares ... ... Any information you can provide will be helpful. Im trying to work with them to save my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72120
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Went through process of having home assessed by realtor to have PMI dropped. Paid {$150.00} to Freedom Mortgage ( check cashed by FM ) Realtor visited house on XX/XX/20 Received report from Freedom Mortgage customer care on XX/XX/20 confirming eligibility to drop PMI Received bill due XXXXDID NOT REFLECT dropping PMI Called FM on XX/XX/20. Customer service rep initially told me FM has " no information '' regarding this. I insisted they did, and they in fact sent it to me After being put on hold, customer service conceded that they did have the info, but the paperwork was " overlooked '' and they would update my account and send me an accurate bill immediately. My electronic account has NOT been updated and I have not received an adjusted bill
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: FREEDOM MORTGAGE I called to inquire about CARES ACT options because my salon was mandated to close by state. I spoke to someone about my options and did not hear the options offered in the CARES act. I did not agree to any options that where offered by Freedom Mortgage at that point the representative told me to call the FHA. I called the FHA and they are looking into servicers that arent offering options. I have not made any changes to my loan payments because of COVID i have NO plans of agreeing to change to Freedoms Forbearance. I was never contacted by XXXX teller number XXXX.I will be contacting RESP as well as making a complaint to sml.texas.gov. I was also informed in paperwork that let me know i was illegally put on a program i did not agree to that my credit will be impacted.I have Never signed documentation Never verbally agreed to a Forbearance Plan Terms. I make my payments online and now am locked out of my account to my payments and a message says contact loss mitigation. I need this rectified immediately. It was fraud to put me on this plan. I never sent documentation I asked questions and learned they where not following CARES. The FREEDOM MORTGAGE servicer said call FHA. This is fraud! I had questions now I'm recieving paperwork about a plan that I'm not agreeing to. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home on XXXX XXXX through XXXX XXXX in XXXX XXXX. I fully funded as a part of closing my escrow account to cover property taxes for 2019, which were approximately {$9000.00}. XXXX XXXX paid these property taxes. Shortly after the sale, XXXX XXXX sold my mortgage to Freedom Mortgage, based in New Jersey. Freedom Mortgage then proceeded to also pay my property taxes, in effect paying my 2019 property taxes twice. Freedom mortgage, without informing me, then increased my monthly mortgage payment from around {$2800.00} a month, to {$3600.00} per month to cover what they said was an unexpected deficit in my escrow account. Theyve admitted to me that this deficit is due to the mistake they made in double paying my mortgage, but have been unwilling to lower my mortgage payment to the regular level until they recoup their overpayment from XXXX XXXX county. I believe I am being taken advantage of. They made the mistake, yet I am having to pay an additional {$750.00} per month because of a mistake they made. I want to know what my rights are and if theyve violated the law, I would like financial penalties imposed on them to compensate me for the time, stress, and worry this has caused me, not to mention a much higher payment which has put tremendous strain on my finances during the Covid 19 crisis.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a home mortgage with JG Wentworth home lending department. At the end of XX/XX/XXXX, we were notified by JG Wentworth that they sold their home lending to Freedom Mortgage. Freedom Mortgage began submitting immediately sending us delinquency notices, and late payment charges on payments that we had made to JG Wentworth. After discussing the issue with Freedom Mortgage 's customer service department they agreed that there was some miscommunication and that the loan would have a 60 day grace period during the transition from JG Wentworth. During this period, there would be no negative reporting and late fees as the account was being setup. JG Wentworth notified us that our regular mortgage payment for XXXX was to go to JG Wentworth because the effective date of the transition was XX/XX/XXXX. After calling and discussing with JG Wentworth, said that that payment should in fact go to Freedom, but agreed that there should be a 60 day grace period while the transition was happening. Per discussions with Freedom Mortgage and JG Wentworth, we made our XXXX and XXXX Mortgage payments at the beginning of XXXX as instructed, and within the 60-day grace period from XX/XX/XXXX. The following statement received from Freedom Mortgage contained a {$75.00} late fee. We then called Freedom Mortgage concerning this late fee and were told that it was because we paid our XXXX payment late. After several phone calls, and producing letters and documentation, Freedom Mortgage agreed to waive the late fee because it was inside the 60-day grace period. We did not know that they had negatively reported a late payment on my wife and I 's credit report for this time and had not cleared this out. Fast forward to the beginning of XX/XX/XXXX, we recieved a phone call from Freedom Mortgage stated that we could lower our payments through a VA IRRL. After going through the paperwork with the loan specialist, he pulled our credit and stated that he could not approve the lower interest as our credit scores did not meet their lending guidelines. Confused about this issue, we asked for a copy of our reports to discover what was going on. This is when we learned that Freedom Mortgage had negatively reported a late payment for XX/XX/XXXX to all credit bureaus. After another phone call to their customer service department, we were instructed to send them a message through their secure online platform to dispute the claim. When we went on to the platform we learned that our message was limited to 120 characters. This was not sufficient to say much more than we dispute the late payment. The platform did not allow for uploading of any documents or back-up to support this statement. We again called back the next day to discuss this issue. After some strong language, and a heated discussion, we were told that we needed to send them a Qualified Written Request to start the dispute process. We then composed a letter, and faxed it as well as mailed a hard copy of the letter to them as instructed. We continued to call them daily concerning this issue, and the acknowledged receipt of the letter a few days later. They told us at that time that our account was transferred in XX/XX/XXXX, not late XXXX and that the 60-day grace period ended in mid-XXXX and the XXXX payment was late and reported accurately. Further, we were told that that the letter had no back-up or supporting documentation for proof of our statements that the loan was transferred in late XXXX. We were told that the review had not been formally completed though and that if we had supporting documentation to add that we needed to get that in before the review period concluded. As a result, we compiled another formal letter with supporting documentation requested. We faxed this letter as well as mailed it, and waited several more days waiting for Freedom Mortgage to acknowledge receipt. During this time we received notification that the review of our dispute has concluded and Freedom found that our account was in order and our payment was late and all reporting was accurate. No changes would be made. Furious with this response we called back daily until they acknowledged receipt of our follow-up letter. Once they did acknowledge receipt the customer service agent stated that they agreed that the time line of events we had presented was accurate and there should have been no negative reporting. She said that she could start another dispute but that would take 30 days to close. She then stated that the process we were following was not the correct process to dispute these issues and we needed to go to the credit bureaus and file disputes with them about the negative reporting in order to get this cleared up. I asked her to confirm that she wanted my wife and I to go to each of the three bureaus and formally dispute the late payment with each of them for a total of 6 disputes about this issue before they would clear it up. She said that was the only way the process would actually clear the it off our credit reports. Once again, even more angry at this time, we logged in to each of the bureaus to do as instructed. We were notified that that process would take between 30 to 45 days to clear up depending on the bureau. We completed the disputes, and called Freedom Customer service afterwards to notify them what we had done and asked if they would produce a simple email or some other form of written acknowledgement of the error that they had agreed was made in order to document the issue and allow the VA IRRL process to move forward to lock-in the current low interest rates before the market rates increased. They refused to do so, and stated that they would only produce a written response once the review period of the current dispute was concluded, about 4 weeks from now. Now we are in limbo, unable to move forward with a refinance to current rates through the VA IRRL process because of false negative reporting that Freedom Mortgage has acknowledged previously when they waived the late fee, and now again verbally after submitting multiple letters formally to them with back-up and supporting documentation again. We are told that this process would take until the end of XXXX at which point the market rate for refinance mortgage loans will likely be higher than the current rates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A