Date Received: 2020-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my VA home loan through XXXX XXXX XXXX in XXXX of XXXX. The mortgage was eventually transferred to Freedom Mortgage. XXXX underpaid my escrow account while I was with them, even though I e-mailed and called my lender to tell him his escrow estimate was not enough before the loan was finalized. He assured me his numbers were right, even though I pulled my information from the county website. Needless to say, around XXXX of XXXX after Freedom Mortgage had acquired my loan, my Monthly mortgage shot up around {$300.00} a month over the span of 2 years because of the escrow mistake. Being the only person working in my family at the time, it put us in a hardship situation, My savings was slowly depleted and I couldnt keep up on payments anymore. On top of that, after struggling with the payments and foreclore looming, my wife who was a stay at home mom was forced to go back to work in the evenings as soon as I got home from work. The missed mortgage payments hurt my credit score and impacted my family. I Feel that I was lied to by XXXXXXXX XXXX XXXX, as the property tax information was readily available on the county website website. So for them to get the numbers wrong even after I brought it to their attention was very upsetting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94587
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Company promised to defer my payments for 180 days ( I have the call recorded ) with no negative impact on my credit, and that they would just move the payments to the end of the loan, I was able to make a payment anyway, but they put my account in " loss mitigation status '' without my consent this is going to ruin my credit and is not what we they promised or what they are required to do as directed by HUD and the federal government.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32084
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: CFPB XX/XX/2020 To who it may concern : I am refinancing my mortgage from Freedom mortgage to another lender. In the process my title company and mortgage broker both requested a payoff from Freedom Mortgage on XX/XX/2020. Today is XX/XX/2020 and still no payoff has been received. I talked to XXXX # XXXX, XXXX # XXXX, XXXX # XXXX, and XXXX # XXXX XXXX Supervisor/Manager on XX/XX/2020 ) who promised a payoff Fax to the title company by close of business XX/XX/2020. Here it is XX/XX/2020, closing is supposed to happen tomorrow and still no payoff. Today I have communicated with XXXX # XXXX, XXXX # XXXX ( Supervisor ) and XXXX a Manager. My correspondence and concerns seem to be falling on deaf ears as I have received no resolve in this matter. Freedom Mortgage appears to have no regard for federal regulations pertaining to the time requirements for responding to a payoff request. Please have someone contact me in regards to follow-up action taken regarding this complaint. Thanks, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84095
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My loan was recently transferred to Freedom Mortgage. Now due to CoVID -19, I asked for assistance, their Loss mitt department handling the forbearance program never called and I could not reach them as the number always routes to Customer service and they transfer and the line gets disconnected. However, their refinance department called me and offered FHA StreamLine refinance, They told me if I close in XX/XX/2020, I just have to pay taxes and insurance and the payment will begin in XXXX. I agreed. Now they are telling me that their Title company can not close in XXXX so I will have to pay my XXXX payment. I asked them why can't I use my title company, initially they said no then came back and said I can use my title company but I have to pay the title cost and I may not have enough time to use my title company because FHA take3 days to fund my title company is asking 7 days to get everything ready and the loan won't fund in XXXX and I would not qualify for FHA STREAM line. This is ridiculous .. company baiting and switching. How come they did not know their title company could not close. how come a billion-dollar company can not have a forecast that they would run into this issue with covid-19. and since it's their fault, why can't they take the hit with the payment. Also, why cant they assist with foreberance. I know they will blame the high number of cases and call volume.. I at least want them to call and take care of this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75019
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have a 30-year conventional mortgage with FreedomMortgage. Like many other Americans, we have been hit with higher expenses due to the COVID-19 crisis and are having difficulty meeting all of our financial commitments. We became aware of the 6-12 month forbearance program as part of the CARES act and contacted FreedomMortgage by telephone in early XXXX to inquire about this option. I was told by a representative at FreedomMortgage to complete a COVID-19 forbearance request form and email this to them, which we did on XX/XX/2020. I followed up with FreedomMortgage by telephone on XX/XX/2020 to confirm their receipt of our forbearance request and was told they had nothing on file. I was placed on hold for over an hour while the representative presumably researched our request. At that time, I needed to disconnect the call to return to work. To this date, we have received no confirmation of receipt of our request for forbearance, nor approval of the same and FreedomMortgage is sending us dunning notices with threats of late fees.
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: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage did an Escrow Analyst in the month of XX/XX/2020. Based on the computer generated analyst, it was determined my New Escrow was short {$2300.00}. This computer generated analyst was based on a " one time '' Local County Tax.I sent a letter to Freedom Mortgage indicating this " one time '' county supplemental tax should not be taken into consideration for future Escrow pay out.- My Home Owners Insurance went down and the Escrow Analysts should not have changed or even lowered. - Based on the New Escrow of an additional {$2300.00}, has now caused my Mortgage payment to go up {$200.00} per month, in which I can not afford to pay any additional money towards my Mortgage. I had a fixed rate I was comfortable with paying and now having an additional {$200.00} per month for a year, I can not afford to pay any additional amount. This mortgage will go into default due to the additional {$200.00}, per month, based on an incorrect Escrow Analyst. - I called Freedom Mortgage and they refuse to let me speak to an Escrow Specialist or Supervisor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90222
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: back in XXXX on XXXX i started to refinance my current mortgage with another lender, before i closed i received a call from my current lender Freedom mortgage offering a seemingly better deal. i canceled my other transaction and started process with Freedom of refinancing my current. Because i was paying a month ahead on a biweekly payment of approx {$770.00} per two weeks, i was instructed to cancel those payments, i contacted my bank XXXX XXXX and put a stop payment on my biweekly pmts. On XXXX XXXX i went online to Freedom website and made a payment, what i didnt realize was XXXX XXXX put a blanket stop on all payments to Freedom and on XXXX. XXXX my payment was taken away from freedom. On Monday XXXX XXXX i went back on Freedoms website to make my XXXX payment still unaware that XXXX payment had been removed but i received an error message on 3 separate occasions, i made a call to the 800 # to try to make payment but because it was approx XXXX i was left on hold and finally just hung up and decided i would try again in a few days because i thought i was paying ahead because i had NOT been contacted by Freedom to tell me i was behind. They claimed they called but said they didnt leave a message per policy.i received a letter on Thurs. XXXX. XXXX saying i was past due on my mortgage ... .. i immediately called them to ask how and thats when i first knew anything about this .... i immediately explained how i tried to pay ahead monday and the website was down ( i provided proof ) as i screenshot the message on monday night when i was only 29 days past due, and phone would never put through to a person and they have no local branches so because their site was down i was 30 days due on tuesday and was not allowed to pay monday when i tried both ways possible. i have documented their website error.. i also have been with Freedom for years and always been a full month ahead because you are required to be to be on biweekly payments. so i was only 30 days late bc i was not allowed to make payment when i was attempting to do so.To make matters worse they advised me that it would be taken care of and we continued down the road to do the refinance of my loan with them and even ordered a new appraisal two weeks LATER and charged me for that. It came back well above what was needed and we proceeded to gather documents and then a full month later at the end of XXXX when we are almost ready to close they say " oh we are sorry, we have to decline you because you were 30 days past due on your mortgage with us ''! since then my credit score dropped approx 90 points and i have been declined for multiple loans that i have applied for because of that one mark that i should never have had shown up on my credit when i tried to pay it BEFORE it was 30 days and was stopped bc of website problems of my mortgage co. i applied for another loan yesterday and again the statement was because you were past due on your mortgage.. i am XXXX and have had a mortgage since i was XXXX and i have NEVER had a late mortgage payment in my life. my checking account that month had over {$15000.00} average balance which i offered to produce to freedom and up to {$24000.00} at one point so as i have demonstrated there was never a lack of cash. i feel that i am being shoved under the papers because they dont want to take the time to look at my proof and see that i am telling the truth. Please help me out if possible i will attach some of the documentation so you can glance at it. thank you so much ... 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: AL
Zip: 36301
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I informed my mortgage provider that I have been unemployed since XXXX and I am unsure when I will find a job due to the covid 19 issue. They sent me a form to fill out which I sent back that stated I am unemployed and asking for assistance. My understanding is that they would provide me a forbearance offer upon receipt of the form. Instead, I am getting mixed messages from their customer service people that is it being worked on and to wait. I do not understand what questions could possibly exist in the current circumstances, I would rather dedicate my time to finding a job instead of trying to call them repeatedly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53150
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom mortgage company us trying to decieve its customers into signing away their rights, they are giving incorrect information and not following the guidelines set fourth by the federal government concerning covid19 and mortgage assistance programs. They are attempting to scam people into terms that are not compliant with the CARES act that was passed by the federal government. They are attempting to push loan modifications as well as threatening to report negative information to credit bureaus during a global pandemic. They need to offer the correct assistance immediately and fix my account before it goes delinquent as I have been paying my loan two months in advance for the last year, I have been attempting to get this matter resolved since the middle of XXXX, the company does not respond to messages in your online account, they do not respond to emails, and after being on hold for over an hour the just hang up on you. If you manage to get someone on the phone they give you different information every single time. My loan payment will be due XX/XX/XXXX, I have been trying to contact them since the middle of XXXX and they are refusing the correct assistance as directed by HUD, and the CARES act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32084
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As requested per the Freedom Mortgage website on XX/XX/2020, I had to fill out a loss mitigation form and a write letter in order to be consider for the mortgage relief during these unforeseen circumstances of the Covid-19 pandemic. I have submitted all the information that they have asked of me by email, I have also tried calling them numerous times but to no avail. I have not gotten an answer from a live agent only a recording directing me to go to there company website. I have received a letter from them today ( XX/XX/2020 ) and appears to me that they are trying to foreclose on my home. I have never miss a mortgage payment with this company I was only seeking assistance because of the unsurety of this unforeseen pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80916
Submitted Via: Web
Date Sent: 2020-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A