Date Received: 2020-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Tried calling Freedom Mortgage to see if they can help during the COVID-19 pandemic and they are only offering forbearance but you have to pay it back after the three months in full. How can somebody pay back three months all at once if youre having troubles already financially due to this pandemic they should be able to willing to put it back to the loan and extend it like other mortgage companies are doing Terrible service
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have just refinanced with Freedom Mortgage and we have not been able to contact them to discuss our payment options due to COVID 19 I have sent an email two weeks ago and have called numerous times. When I go to the website they have posted an option to apply for a forbearance but the terms state I must pay it all back at once plus my additional mortgage payment. That is not possible. I dont have the money now how am I going to have it in 6 months? This is completely unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44484
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: With the COVID-19 Virus going around, Freedom mortgage basically does not offer extensions at all. They will allow you to " not '' pay for upto 3 months but you have 6 months to pay the whole balance not to mention if they approve you they still label you deliquent, and report to credit .... So here is what they want.. if you want to take a extension / forberance, they want the following information. All you monthly expenses, tax information, just to start. Instead of just helping their customers making this time easier they make us jump through hoops. They do not have these forms fillable or able to submit it with a agent on the phone Major banks can do extensions over the phone with just a verbal agreement for situations like this, but freedom mortgage doesn't care they do not offer easy solutions, they want to frustrate there customers and threaten there houses and credit when there household income has been hurt with stay at home laws during the COVID-19 virus. I have never had an issue with my mortgage payment since i got the house originally. the next time i can refinance i will be looking to leave them due to the poor customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2020-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-05
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: We have paid our debt with Freedom Mortgage and all applicable fees. We have been provided a confirmation number of payment in full and provided it to XXXX and XXXX XXXX. We also recieved our next bill showing all past dues paid and next payment not due till XX/XX/2020. We provided this information via phone and by email to XXXX and XXXX XXXX but recieved no direct coorespondence of any kind. We asked Freedom Mortgage to notify them as well since it was there client. Yet we have recieved attempts of court notices from the sheriffs office during our family functions, multiple letters, and we even have our information in public records showing pending foreclosure that is all inaccurate. All debts were settled long ago and our payments are on time but we also get horrible calls routinely. It has been harassment more so than anything ever experienced and has embarrassed us completley despite our fruitful efforts to have our financial issues resolved. We had hoped it would resolve once we paid all they asked of us and more but they just keep harrassing us. We literally owe nothing to anyone, and have sold so much to make it this way, but they just wont stop. We cant afford an attorney at this time, but dont know what else to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 746XX
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is not following the CARES ACT that was signed into law by President Trump. As of XX/XX/XXXX, They are still asking for documentation in order to validate the claim of Hardship due to Covid-19 such as Financial Reports and Bank Statements. They are also not willing to implement the COVID-19 National Emergency Partial Claim, an option to be used by servicers when the COVID-19 forbearance period ends and telling borrowers they will have to pay all 6 months of mortgages after the forbearance period ends.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64015
Submitted Via: Web
Date Sent: 2020-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to COVID-19, Im off work temporarily and unable to pay my mortgage. Upon contacting Freedom Mortgage several times, Im being told my only option is a 3 month forebearance plan with full payment due at the end the 3 months ; additionally they are requesting verification and documentation of income and expenses. This is completely not in compliance with the recent legislation passed to protect homeowners at this time. Upon questioning the plans available under CARES act legislation, I was told I would have to contact and apply directly with the FHA for any such assistance - Again completely inaccurate and not compliant information. Freedom Mortgage should not be allowed to operate in this matter as they are providing complete inaccurate information and attempting to benefit financially from customers affected by this global pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60441
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We wife and I are experiencing financial hardship as a direct result of the COVID-19 national emergency. I reached out to Freedom Mortgage, who services my loan, and requested 180 days of forbearance in accordance with the CARES act signed into law last Friday. They informed me of the following : -90 days was the maximum period allowed. -I would be reported as delinquent. -I must submit a 6 page document outlining my complete financial situation to be eligible. -My verbal attestation of a financial hardship was not sufficient. -The ONLY repayment option is a lump sum payment after the forbearance period has concluded. -Adding the payments to the end of the loan was impossible without performing a " Loan Modification '' which would adversely affect my credit. -After going through all of this and asking to escalate to someone higher up who could answer my questions, I was conveniently hung up on, with no other recourse except to enter into the phone wait system again which was well over an hour long at that point.
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: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested forbearance, by email on XX/XX/2020 & XX/XX/2020. I have affirming that I am experiencing financial hardship during the COVID-19 emergency. And requesting forbearance on my federally backed VA loan. Unfortunately Freedom Mortgage ( loan service provider ) informed me over the phone on XX/XX/2020 XXXX XXXX that I have to submit various documents to prove to them that I am having a financial crisis. And will not process the forbearance until obtaining documentation. Also that I must pay full sum of the forbearance period within 3 months and implied additional extension up to 6 month is the max extension period. This violates 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: 33032
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Tried over one week to reach company about letter they sent to me. I had the company on hold as I was in midst of sending this complaint, however, someone finally answered the phone for customer service at Freedom Mortgage. Due to the " virus '', all employees are working from home. My complaint was a serious matter and everything is settled { for now }, so I will end this complaint. Thank you, CFPB, I do appreciate you being here for us, it gives an individual peace of mind knowing you work as a voice to the consumer. I have come to you before with a different mortgage company and their shenanigans ; after hearing from you, matters were corrected!!!! Thank you again, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage Corporation is not following HUD guidance on the Corona-19 mortgage forbearance. They are requiring 6 pages of documentation and are only offering a 3 month forbearance on an FHA loan with the full amount due at the end of the period. This is on XXXX despite the order coming down on XXXX. After waiting on hold for 45 minutes at the suggestion of the HUD which states the program is available at all FHA servicers, Freedom explains that they do not offer that program.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A