Date Received: 2020-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My company, freedom mortgage, has willfully ignored my changing tax status and my charge of hone Insurence. Theyre charging me as if nothing has changed. Overcharging me on my home Insurence by over 1000 and overcharging me in taxes by XXXX. Theyve also failed to apply my homestead credit for over two years. This has been ongoing for over a year. Now theyve even held my payment and not applied it to my mortgage. The payment has continually ballooned to where its now over {$700.00} from my original payment. They have repeatedly assured me that theyve applied my changes but every month it stays the same and i have to call and repeat the process, sending I the same documentation over and over again in what feels like an endless cycle. Its my belief that theyre deliberately trying to force me in to foreclosure by ballooning my payments and continually ignoring my changes in Insurence and property taxes
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As the situation with Covid-19 deteriorated, I was let go of my job which restricted my ability to pay my mortgage, luckily the federal government step up to help all of those with FHA loans give options to help during these hard times, guidelines that Freedom Mortgage is not following such guidelines to help struggling customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 608XX
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I spoke with a customer service rep for Freedom Mortgage at end of XXXX to see options for assistance for my XXXX payment. Rep assured me they would take principal overpayment of previous payments apply it back to my loan and the payment was taken care of. I received notice on XX/XX/XXXX that I was delinquent. I Called and tried to figure out what happened. My credit dropped from a XXXX to a XXXX I was upset. They told me that they could see in the notes the conversation I had with their rep but she was incorrect and I it was my responsibility to pay ontime. Ive contacted them 3 times and they will not take any responsibility or fix the delinquency report. I have a 100 % ontime payment history. I cant even refinance at this point and get a decent rate with a different mortgage company because of my credit score. I have to stick with them even though I am extremely dissatisfied with the company and the way they handled the situation. I feel like I was misled and offered false information by a representative of them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 829XX
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was affected in this covid 19 pandemic. I was temporarily lay off as of XX/XX/XXXX. I called freedom mortgage company last XX/XX/XXXX ( if Im not mistaken, ) I contacted the company to inform them that I was affected in this pandemic and I needed help. I was told that they are still waiting for the governments approval regarding mortgage relief and the only way they could help me is to apply for a forbearance loan which is after 90 days of no payment I have to pay the remaining balance of 3 mos which is i cant afford to pay 3 mos worth of a mortgage. So I refused to apply and decided to wait. On XX/XX/XXXX, I called again and ask them if freedom mortgage has a new system of helping costumers affected from covid, unfortunately they dont have any option again except to apply for a forbearance. Freedom mortgage is too slow to help their costumers in this time of hardship. Mortgage Companies in the state of New Jersey were already offering deferred payment or pause payment for 3 mos until pandemic will be over .freedom mortgage Costumer representative claimed they are still waiting for the governments approval to take deferment mortgage payments but as far as i know this is already approve in other mortgage companies. I just dont understand that in this hard times especially in the state of New Jersey we are hardly hit and it should not take so much time to assist costumers not to mention an hour wait on the phone to get the answer. In this hard times as a costumer, Im expecting that freedom mortgage will at least work with their costumers in times like this most especially the people that were affected I at least give us peace of mind that we will not loose our shelter. But unfortunately, until now they dont have a better options to give their costumers some relief in paying the mortgage and it takes them so much time to handle this kind of situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07080
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is unable to process or refuses to process ACH Payments from XXXX. I can not get in touch with them over the phone ( their number is always busy ). They do not respond to secure messaging on their site. I have sent them 10 messages over the last month, many stating that I could not get through to their phone number. Their response ( after 10 days! ) was for me to " Call them ''. I get half a dozen mailed letters a week stating that my payment was canceled because I " stopped the payment '' or that I am in default. I did not, and my bank has no record of such an action. I can't even get a hold of them to try and figure out why they cant process the payment on their end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37919
Submitted Via: Web
Date Sent: 2020-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX I receive a call from Freedom Mortgage as to do a VA IRRRL Streamline Refinance from the Loan Officer XXXX XXXX. We discussed and I had decided then that I would would like to add my wife to the loan. XXXX, told me that was not possible although I knew it was as the VA Handbook describe in what situations can you add and remove individual. XXXX, then stated that he would get her added to title. I was fine with this as it wasnt necessary to add her to the loan but I wanted her on title. As we get tot he end we both sign our Closing Disclosure. We both signed and scheduled closing for XXXX. On XXXX the notary shows up and nothing is as discussed. Everything is show myself as single and nothing as being married. I went ahead and signed because I knew with COVID-19 didnt know when the opportunity would come up again and figured this could be fixed in post closing. I sent an email toy XXXX and a sales manager called me later that day saying he would follow up. I still have not heard anything
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2020-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 2nd time today, 5th time in three weeks to get a payoff quote. Deadlines agreed upon and not met.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2020-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On Thursday, XX/XX/2020 we received an email from XXXX XXXX, representing Freedom Mortgage. Here email stated " Your loan is eligible for our new program where we drop your rate .25 % for absolutely no cost to thank you for being a Freedom Mortgage client. This means your new rate and APR will be 4.125 % and you get to skip a payment! We can write a new 30 year loan that will give you a monthly savings of $ XXXX/M or we can shorten your mortgage term 12 months and keep your same monthly mortgage payment of {$2100.00} ( saving you {$20000.00} in payments on the loan ). In order to start the process, I would need to pull a new copy of credit. Once in process if you needed an appraisal we would pay for it and assuming you are still employed with XXXX XXXX XXXX and XXXX is still with XXXX XXXX XXXX, you do not need to provide us with any income documents. The whole thing takes between 2-4 weeks ( appraisal depending ). '' On Sunday, XX/XX/XXXX, I replied to Ms. XXXX stating we would like to pursue Option B ( i.e. shorten our existing mortgage by 12 months and retain the same payment ). With that, Ms. XXXX began the necessary paperwork and we started to receive new loan documents to sign electronically. On Friday, XX/XX/XXXX, I emailed Ms. XXXX wondering why Freedom Mortgage was only offering a rate of 4.125 % when research showed other banks offering as low as 3.7 %. Her response was " We are covering ALL of the closing costs with this program. If you would like to explore a lower rate we can do that but there will be cost added to the loan amount. '' We decided to stick with what was originally offered but then in the process of electronically signing documentation we discovered more errors that showed a higher monthly payment, extending out to 30 years, etc. On Friday, XX/XX/XXXX I wrote the following email to Ms. XXXX ; " XXXX, this is getting very frustrating as conditions seem to constantly change. Please remember, Freedom Mortgage approached us with a refinance and we agreed to the following terms in our discussions ( as can be seen below ) : 1. Our monthly payment would not increase above the {$2100.00} 2. Our mortgage term would actually shorten by 1 year 3. We would get to skip a monthly payment I just signed yet another set of loan documents this morning that shows our Estimated Total Monthly Payment of {$2200.00}, which obviously contradicts number 1 above. Im more than happy to continue this process if the 3 conditions listed above are met as was promised. If not, Im not sure I want Freedom Mortgage to handle my mortgage any longer if this is an indication of its business dealings. Please let me know how you would like to proceed so I can begin looking for a new lender if necessary. '' She assured me that items 2 and 3, as well as no closing costs would occur. However item 1 totally depended on our property taxes and as such that monthly payment may go up ( which I agreed to ). On Friday, XX/XX/XXXX at XXXXXXXX XXXX the State of Idaho notary showed up at our home to sign the final loan documentation. The notary had just driven 3 hours for this process. As the first action she asked how we would be paying the {$1900.00} of closing costs, to which my wife and I stopped the process and unfortunately had to ask her to contact the Title company and let them know what had happened. In addition, Freedom Mortgage told us to not make our XXXX mortgage payment because as they stated, we would be getting a new loan and would be able to skip XXXX. We have great credit and do not want that exceptional credit being degraded because of this. Lastly, I sent an email to Ms. XXXX, Mr. XXXX XXXX ( part of her team ), and her manager, Mr. XXXX XXXX expressing my frustration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83401
Submitted Via: Web
Date Sent: 2020-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortagage was sold XX/XX/2020 from XXXX XXXX XXXX to freedom mortgage. I have an fha loan. I have been unable to reach freedom to pay my payment for XXXX. After multiple phone calls and conversations I was able to speak to someone about making my payment for XXXX. I was told by the woman at freedom mortgage the government was offering assistance to stream line mortgages to refi for a lower interest rate with no cost at all to me. Once I received the loan docs to sign freedom was actually charging me XXXX k in closing costs adding it on to the back end of my loan. When I pressed the mortgage person XXXX XXXX why I was being charged XXXX k in closing costs she stated it must be a federal regulation to put that as your escrow amount I said why cant the escrow amount be on another line and what do in owe for escrow. XXXX XXXX was unable to answer me and was happy to not assist me any longer with refi my mortgage. This clearly is a huge scam! I am so upset at being taken advantage of and had I not read the paper work I would have added XXXX k on my loan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage does not respond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A