Date Received: 2020-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have reached out to Freedom Mortgage multiple times to try and get an FHA mortgage forbearance due to the coronavirus pandemic and they keep denying the mandated guidelines for allowing borrowers to access the special forbearance. They keep saying all I can do is apply for a 3-month forbearance and at the end of the 3 months I would need to pay all 3 months plus the 4th month at that time ...? What sense does that make? Its nonsensical. I even read them the guidelines from this site back to them. Also, to shove it in our faces, even more, they have a XXXX post on their page with the video from the CFPB on the guidelines of the COVID forbearance.. I along with other customers leave comments but they delete them as soon as we put them up ... Shameful..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03103
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern : I have reached out to your FREEDOM MORTGAGE customer service department on numerous occasions without any resolution to my problem nor do I even get a callback. At issue, I have made numerous EXTRA - FULL payments on my mortgage, account number. I wanted these payments applied in such a way that my mortgage would be PAID AHEAD by ( 6 ) months. Instead, the funds were applied supposedly to the principle. Since the funds were NOT applied to my account in the manner I intended, I have requested the funds be RETURNED/REFUNDED. To date, I have only received a REFUND check in the amount of $ XXXXXX which is MUCH LESS than the amounts of my OVERPAYMENTS. But, my bigger concern is that my ACCOUNT HISTORY is so jumbled up with Primary Payments, Payments, Reversals, and Payment Suspense line items, it is extremely difficult for your Representatives to read my account. This is extremely FRUSTRATING, not to mention the RUDE treatment exhibited by your representatives because they can't seem to figure it out ; as if it's my fault and like I'm being a nuisance for even wanting them to research it. Again, with each phone call, I am told by the representative the account will be sent to the CASH DEPARTMENT to assess the situation and that someone will get back to me. Of course, no one ever does ... So, what I want is to have an accountant look over my account line-item for line-item, starting from XX/XX/XXXX to current XX/XX/XXXX. After this, I then would like a PROMPT REFUND of my sizeable EXTRA-CASH FUNDS for the monies not applied as I intended. I am at the point where I have a DISTRUST of your firm and I am researching ways to REFINANCE my mortgage. I am also researching ways on who and what organizations I need to contact in order to have Freedom Mortgage and your bookkeeping practices investigated. I am looking for a SWIFT RESOLUTION to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My husband XXXX XXXX and my self XXXX XXXX were contacted by our mortgage company Freedom Mortgage XXXX XXXX XXXX NMLS ID XXXX about refinancing our current loan at a new lower interest rate at NO COST TO US. We talked with her several times and reiterated that this would be at no cost to us. We ok for the process to go forth and on Friday XXXX XXXX we were in the midst of signing papers and I said the figures do not look correct. Our closing agent tried to call Freedom Mortgage and could not get ahold of anyone. We were told there was a window of time we could stop all proceedings so we completed the signing. On Monday my husband XXXX got ahold of XXXX and she forwarded the closing statement saying all was in order, although I was not at home that week to try and discuss with her. The statement of our Balance of old loan paid in full on XX/XX/XXXX was {$350000.00} loan # ... XXXX, and new loan amount was {$360000.00} an increase of {$3800.00}. We also have an auto payment in the amount of {$1200.00} withdrawn on XX/XX/XXXX after loan docs were prepared on XX/XX/XXXX and were told this payment would be coming back to us which it never has been. When I just checked my principle balance today XX/XX/XXXX they have adjusted our principle balance on new loan to {$360000.00}!!!! They know what they are doing is wrong and now trying to cover this up!!! We have tried for weeks to contact someone at the bank with no avail and I have records of my emails sent to them through their Message Center on the website on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, and XXXX and have received no contact at all from them. I and labeled my emails THIS IS FRAUD to try and get them to contact us but nothing. We have also tried numerous times to contact them by phone and left messages but no return contact. Please help us get this corrected with them as need help. Thank you very much, XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX, approx XXXX XXXX, I called my mortgage servicer, Freedom Mortgage, regarding starting a mortgage forbearance program based on COVID-19. I spoke with a representative, XXXX, who told me to I needed to apply for the program using an application provided on their website. That application can be found by following this link. XXXX : XXXX I told XXXX that I didn't want to fill out that application since it states that I would be obligated to repay all forbode payments plus the current mortgage payment all at once at the end of the forbearance period. I made clear that I'd like to start a mortgage forbearance program outlined in the XXXX XXXX Lender Letter ( XXXX ), with all forbode payments being tacked to the end of my mortgage. I was told repeatedly that ' they're not able to change the terms of the loan ' and 'deferring those payments to the end would be changing the terms '. I was ultimately offered a multi-staged forbearance program that at its maximum would result in a 12-month forbearance with all forbode payments to be paid in full at the end of the forbearance period. I asked to speak with a supervisor and would not accept the terms she described. I was placed on hold, but soon XXXX came back on the line to tell me there was no supervisor available at the moment. I requested to stay on hold, but she wouldn't allow it. She said her supervisor would call me back within 24-48 hours. She also suggested I call back in an hour to speak with a different supervisor. I again asked to be placed on hold to speak with a different supervisor and was told I could not hold. I'm a single mother of two. I am the sole breadwinner. This virus has put an incredible strain on my household finances and without help, I will most likely face serious default or foreclosure. The plan Freedom Mortgage has proposed would leave me financially devastated. I've worked hard to purchase the home I've owned since XXXX and am finding the lack of solutions offered to Freedom Mortgage customers unacceptable. The following excerpt was pulled directly from the Freedom Mortgage " COVID-19 Frequently Asked Questions '' link to page : https : XXXX 'What is forbearance? Forbearance is a temporary suspension of your mortgage payments, allowing you to remain in your home while working through your short-term financial challenges. We will suspend your payments for up to 180 days. Once that time period has expired, we will work with you to reevaluate your situation to determine whether your forbearance can be continued. At the conclusion of the forbearance period, all of your deferred payments must be repaid. The Consumer Financial Protection Bureau ( CFPB ) has a useful video that explains forbearance as it relates to the Federal CARES Act. '
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an FHA mortgage and the handler is " Freedom Mortgage '', I called on XX/XX/XXXX and let them know that I have been impacted by COVID 19. I spoke with a representative that stated that I could do a DEFERMENT at NO PENALTY for three months ( XXXX, XXXX and XX/XX/2020 ), and I would resume paying on XX/XX/2020. I was told that the processing time for this request would take 2 weeks, and I called back on XX/XX/XXXX. I spoke with XXXX from Freedom Mortgage customer service ( id badge number : XXXX XXXX, and was told that the initial information that I was given was incorrect and I could ONLY do a forbearance ( My mortgage would be suspended for the 3 months then after the 3 months then a lump sum payment would be required ). XXXX then transferred my call to a manageXXXX, and the manager was going to review my call from the first person that initially talked to on XX/XX/XXXX, and that she would return my phone call within 48 hours. I have never heard anything back, and they have representatives telling mortgage lenders incorrect information during this time when millions of people are losing there jobs and need help. I know that some mortgage companies are offering a deferment at no penalty, and do not understand why FHA loan borrowers are not able to receive this assistance. Please look into this matter. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am writing this complaint because I have been very stressed because of this issue. Freedom Mortgage has been reporting false and erroneous information to the credit bureaus. They have committed multiple violations to the California Credit Reporting Act : - Incomplete information. - Different reporting across bureaus. - Failing to investigate accounts. So many other violations. Please send the attached documents to Freedom Mortgage. Thank you so much, CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85388
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage did not disclose their Partial Payment Policy in compliance with the Truth In Lending Act. As can be seen on page 4 of the attached mortgage, the Partial Payment Policy is highlighted. They included their Partial Payment Policy, but it was under the wrong heading. The Truth In Lending Act requires the Partial Payment Policy to be included under its own heading of " Partial Payment '' rather than included in in the general " Payment of Principal, Interest, Escrow Items, Prepayment Charges and Late Charges. '' This is a violation of the Truth In Lending Act. Had the necessary disclosures been made in accordance with the regulations, there would be no issue with the way this is reported. A mortgage servicing company 's Partial Payment Policy is important enough that it should be called out under its own heading, ensuring that consumers are aware of how partial payments will be applied and how it will affect the reporting of data to their credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 479XX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: There are specific requirements for disclosure according to the Truth In Lending Act. There are specific requirements for section headings that are not present in the mortgage form you use. The Partial Payment Policy was not disclosed in accordance with the Truth In Lending Act prior to consummation of the loan. In accordance with Truth In Lending Act, part 1026.31 ( c ) ( 1 ), the Partial Payment Policy is one of the disclosures that should happen three days prior to consummation of the contract. Periodic mortgage statements do not meet compliance with the Partial Payment Policy since they are post consummation. Therefore, your Partial Payment Policy was not communicated to me, in the required format, three days prior to consummation of the contract and is not in compliance with the Truth In Lending Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 479XX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We were with XXXX XXXX XXXX and started to refinance through them. They were pushing our closing date giving us different excuses. They then said they were short handed. They started XX/XX/XXXX the process and in XX/XX/XXXX we decided to change to a new company to refinance as it was taking too long. We started the process with XXXX XXXX XXXX end of a XXXX beginning of XXXX. XXXX XXXX XXXX were taking a long time to send the information required and did not release the appraisal. While in the middle of everything we received a letter from Freedom Mortgage saying they were sold out loan by XXXX. Now we could not complete the refinance with XXXX XXXX XXXX as Freedom Mortgage had to get everything in their system. We started to request payoff paperwork since XX/XX/XXXX from Freedom Mortgage. My wife called 2 times between XX/XX/XXXX and XXXX and was told it would be sent. My wife called Freedom again the next week. I called on the XXXX of XXXX and told it would be sent. Meanwhile XXXX XXXX XXXX had sent request by fax to Freedom during the month of XXXX. I called again XX/XX/XXXX and was told it was faxed already to the number on a fax from XXXX XXXX they received on XX/XX/XXXX. But it was not faxed nor e-mailed to the numbers and e-mail I requested. I was told it would be sent the next day on the XXXX. It was not so I called again on the XXXX and I was told it was escalated and it would be e-mailed and faxed on the XXXX a Saturday and it was not. I called on Saturday the XXXX and I was told the system showed it would be sent on the XXXX. I told them what was happening and they told me to call again Monday morning. I called this morning the XXXX of XXXX and was told it was going to be e-mailed and faxed tomorrow the XXXX as it was in their system. I told them that I have been told this for weeks and given different dates every time I called. I had to pay for an extension to XXXX XXXX XXXX for this and this has delayed my closing. Today I asked to speak with a manager and Freedom out me on hold for over 30 minutes. They came back and told me it was finally e-mailed. I did receive the payoff information finally after speaking with them for a month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: .I authorized Freedom Mortgage to withdraw my mortgage payment due in the amount of {$1500.00} by making online payment on XX/XX/2020. They illegally withdrew {$2000.00} from my BRAND NEW checking account with XXXX XXXX XXXX XXXX on XX/XX/2020 without my authorization causing my brand new account with them to be overdrawn. I phoned Freedom Mortgage on XX/XX/2020 when I went to purchase groceries and my debit card was declined due to this unlawful withdrawal of funds from my account by Freedom Mortgage. After holding over an hour, I was told by " XXXX '' in customer service that the reversal in the amount of {$530.00} would be processed and funds back in my account on XX/XX/2020. He said I did not need to send in any additional documentation or do anything additional. The funds did not get put back into my account onXX/XX/2020and I was forced to call out of work, as I did not have gas money to get to work with without these funds. So, I again called Freedom Mortgage on XX/XX/2020 to be told that I needed to provide my bank statement showing the funds came out of my account for the higher amount and it would take up to 10 days, which is completely unacceptable. I was further told the person I spoke to on Friday ( " XXXX '' ) had given me incorrect information as to their procedure for getting the funds reversed and refunded. I then asked for a supervisor and spoke to XXXX with ID # XXXX. XXXX indicated that she would expedite this due to the urgency of me not having food or gas money to get to work and am in jeopardy of losing my job if I again have to call off of work due to this error on their part and assured me she would personally walk this through to their cash department to be processed today and call me back by XXXX XXXX on XX/XX/2020 before the end of her shift. None of that happened either and I am now facing job loss and serious financial damages due to this horrendous error that I have not caused. This is THEFT AND FRAUD by this company and I would like this investigated and penalties imposed accordingly. They were NOT authorized to withdraw funds in that amount from my account. I need this corrected immediately and the funds I am owed returned, along with ALL damages I have suffered as a result of this error by Freedom Mortgage. I can not wait 10 days for this money to be returned. I will lose my job and face losing my home as well. I feel this is being done deceptively and on purpose by this company to people that have a large amount of equity in their home so they can force foreclosure for their gain. This company needs to be fully investigated. I intend to pursue this with every agency possible until it is resolved to my satisfaction, including a court of law. I have been unjustly harmed by Freedom Mortgage and intend on making this company make this situation right. The mental anguish I have suffered worrying about how I am eating, if I am losing my job, etc. is unacceptable and will not be tolerated. With this COVID-19, I can not even go to the hospital for treatment without MORE worry of being further endangered by being exposed to this horrible pandemic. This is unacceptable at all levels. I should not be responsible for training their customer service staff to provide correct information the FIRST time I called either. These calls are " recorded, " so I suggest they pull mine made on XX/XX/2020 with " XXXX '' at XXXX for 58 minutes in duration to review that I was told nothing needed to be done on my behalf.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A