Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was contacted on Tuesday, XXXX XXXX, 2020 by XXXX XXXX, a loan advisor at my current mortgage company. He stated that I was ellilagble for a streamline FHA Refine for my loyalty and good payment history. I decided to listen to what he had to say. I asked questions via email and was granted a response. " Great questions! We are going to lender pay the closing cost. We will not be charging you the third parties fees on this loan. The FHA Upfront Fee will be financed in again but it will be at 70 % discount since you just closed within the last year. So the total amount that gets rolled into the loan is {$1100.00} after the discount is applied to the {$3800.00} Upfront fee.Thanks! '' So I agree to go through with the process. I receieve my estimated mortgage documents and everything looks wonderful. Then on XX/XX/XXXX, I receieve my final mortgage closing documents and the escrow shows 5.08 acers on my property ( WHICH IS NOWHERE NEAR WHAT I RESIDE ON! ) but the real kicker is that the property taxes came out to {$11000.00}. Which is obserd being that the value of my house is around 200k. This number was not recognized by anyone in the company as an issue until I called and called again. It finally was resolved on XX/XX/2020 with the persistance of me. I received an escrow balance check on XX/XX/XXXX from Freedom Mortgage, which I was disclosed I would receive. I waited until XX/XX/XXXX to deposit the check. It took my bank one day to clear it ( XX/XX/XXXX ). On XX/XX/XXXX, I get a call from my bank stating that the check had been returned to sender. I was not disclosed from Freedom, that they voided the check on XX/XX/XXXX and I received fees from my bank for their issue. I was told to contact costumer services and I did. I received a letter in the mail saying they were investigating and that is all I have heard. My big issue now is that I was told there would be no XXXX mortgage payment if I closed in XXXX ( which I closed in XXXX ). So when XXXX XXXX stated, " So the total amount that gets rolled into the loan is {$1100.00} after the discount is applied to the {$3800.00} Upfront fee '' this was not the case. I was told I would have to bring cash to close upfront and it would not be rolled into my refine. So I shuffled some money around to make it work. On XX/XX/XXXX I receieved an email letting me know " If you dont want to roll in the FHA Funding Fee you can bring that to closing or you can pay that to principle since you will skip the XXXX mortgage payment. '' I confirmed if I closed in XXXX, I would not have an XXXX mortgage payment since I am bringing cash to close. So I scheduled my closing for XX/XX/XXXX and brought the cash to close. On XX/XX/XXXX, my bank notified me that Freedom Mortgage had withdawl of my XXXX mortgage payment that I had been told because I was in refinance and paid cash to close I would not be paying. So now I do not have the $ $ for closing but they are trying to cash the check and the money is back with my mortgage company for the XXXX mortgage payment. I have tried multiple times to get ahold of Freedom and they always say I will call back later or tomorrow first thing. NOPE! I am getting charges left and right for their mistakes from my bank. I constantly feel like they are unreliable, sneeky, do not communicate within the company and do not have the best interest in helping me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a loan with Freedom Mortgage ( loan number XXXX ), they reported me as delinquent when it is not. The account was marked as 30 day late for XXXX, XXXX and XXXX. In fact, I paid all, never late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I called our mortgage company Freedom Mortgage to inquire about getting some relief such as a deferment on our mortgage for at least 3 months. The deferment will be put on the back end of the loan. After several attempts, I finally spoke to one of the customer service reps and he stated that the deferment was available to us and that he would send some forms to be filled out in 3-5 business days. They never came so we called back this time asking for the forms so that we can fill them out ( not knowing the forms included 29 pages ). She told us to go online to fill them out and we will be processed as the deferment. I called back because we couldn't find the forms named Loss Mitigation and then that person ( 3rd Person ) told us that they are not giving the option of DEFERMENT. He then transfers me to the department that handles this situation during this Pandemic and she states that Freedom Mortgage isn't giving people the Deferment option, only Forbearance option. I stated my concerns and told her that I was upset that I was given false information several times from the customer service reps and that this mortgage company wasn't doing anything to help its customers. Unapologetic about the entire situation, she states that she will pass the information on and that the call was recorded so they will be able to listen and address the concerns I had. Long story comes to an end with no resolution and we have to pay or we will be charged and reported to credit bureaus. Also, the CEO has the nerve to be on the home page addressing the issue like he is really concerned. I think not. I would like this company to properly train their staff and also have a plan in order for this type of situation. Freedom Mortgage is absolutley not at the top of my choices and I am looking forward to finding another mortgage company soon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Here is a letter I just sent to Freedom Mortgage 's help email : Dear Freedom Mortgage : RE : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Loan # XXXX ( statement attached ) I need to close my Refi ASAP. Please Help. I need an accurate Payoff, and I need Freedom Mortgage to correct its own internal error prior to the payoff. Below is My freedom Mortgage Nightmare and ... the company 's inability to correct an internal error at the expense and damage to me, your customer. Summary & Facts : Freedom Mortgage ( FM ) erroneously believed I had a lapse in Insurance coverage. ( see XXXX letter ). I provide proof of insurance from XXXX FM charges me {$700.00} for Escrow, citing a " lapse '' in coverage XXXX verifies and we provide further evidence, no lapse. I send my XXXX mortgage payment on XXXX ( auto pay ). FM does not credit my payment due to the {$700.00} charge. FM shows my account as delinquent and past due. I need to close a refi to save me almost $ 900 month to a lower interest rate and payment. I can't get an accurate Payoff quote due to FM error. I make multiple phone calls to FM and their Insurance Dept. I upload multiple documents of proof. I spend HOURS on hold speaking to customer service people, not authorized to make a correction. At Primary Issue : Customer Service Personnel repeatedly do not allow me to speak to a supervisor who can correct the issue, and tell me inaccurately or " lie '', that none are available, and all will be resolved in a few days. While the {$700.00} dispute is being investigated internally by FM, FM does not credit my timely payment and charges me undue interest on my loan. My Loan appears as delinquent online. FM appears to have a policy, that they can not correct my account until they receive the {$700.00} refund from the 3rd party insurance company, which FM paid in error after reading my proof of insurance. I have no relationship with the 3rd party insurance Company nor can I expedite the refund. The real shame here is, all this pain and damage is caused because one of your Freedom Mortgage people, simply did not spend 5 minutes to call my XXXX insurance and verify my continuous coverage and clarify the proof of insurance I provided, PRIOR to charging me {$700.00} without my consent or authorization. Please help. Thank you, XXXX Below are my notes. I have been dealing with this since the Fall of XXXX, and started taking notes once the issue became escalated : NOTES : XX/XX/XXXX : Called Freedom Mortgage ; was on hold for XXXX plus minutes. eventually spoke to : XXXX ID XXXX, Mortgage Dept side ; she said she had no power to remove the {$700.00} escrow fee ; I asked to speak to someone who could, her manager she said that I would have to talk to someone on Monday ; she will send an email sent to : XXXX XXXX, she is the only manager, to deal with ; no one else ( absurd ). and someone from the insurance side, who seemed to deal with it was very helpful. I explained that I was refinancing and needed this resolved, may not be until XX/XX/XXXX. XX/XX/XXXX : XXXX calls XXXX to send us proof of insurance ; we upload to MyCoverageInfo.com /freedom I also attach to my communication on Freedom website/ XX/XX/XXXX : receive email saying the my coverage info is not complete or something I call the insurance side to confirm, we are covered. Raygene in insurance dept, put in a request to review, may not happen until XX/XX/XXXX XX/XX/XXXX : Call at noon, wait time is XXXX minutes. XXXX on phone # XXXX I explain the situation numerous times starting at XXXX ; still on hold for 2 times til XXXX simple : please remove the {$700.00} charge for escrow Please credit my XX/XX/XXXX payment of {$3200.00} ( as of XX/XX/XXXX!! because of accrued interest!! ) we can not escalate your request for {$700.00} charge being removed. will take a week or 2. ( what???? ) " yes, will credit the XX/XX/XXXX payment as of XX/XX/XXXX it will take 3-5 days. I explain, that I have been trying to get this resolved since XX/XX/XXXX on the Freedom Mortgage message center. So I dont think it will take 2-5 business days, as it has taken over a MONTH!! she asks do I have any questions is all ok? I say no. is not ok. I want to speak to someone who can take this charge off today, so I can refi my loan tomorrow. I am put on hold again. at XXXX, XXXX XXXX # XXXX, a manager comes on the line ( about time. why did no one allow me to speak to a manger before? arggg. ) the problem is : the {$700.00} has not been refunded to the Mortgage side, so they cant remove the charge ( 2nd time Ive been told this ( and I say I was erroneously charged without my consent. I provided proof of insurance ) I am put on hold while he calls the insurance side, all is fine, the refund for insurance has been issues as of XXXX or something like this ; He will talk to the escrow dept to try to get the {$700.00} charge removed. XXXX says will call to update us ( I welcome this ) And I say, why do I have to wait for an accurate payoff finally off phone at XXXX XX/XX/XXXX : There is no follow up call From XXXX XXXX FM. I have received no payoff. I received a Message saying there is an attached letter and there is no attachment. I have a XXXX loan doc signing TODAY for my refi.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Earlier this year, my property was incorrectly listed as being in two counties simultaneously. After waiting over a month for " research '', Freedom Mortgage concluded that this was indeed their fault. Also, during one of my MANY contacts with both your tax department and customer service dept, I was told that XXXX county ( the incorrect county on my escrow ) was erroneously sent a 6 month tax payment amount totaling near {$1500.00} on XX/XX/XXXX. In addition to this problem, my payments have fluctuated from {$1300.00} all last year, ballooning to {$1800.00} on XX/XX/XXXX, which I was FORCED to pay, even though Freedom made the error. Fast forward to my last payment, which was {$1400.00}. I called your customer service yesterday, and was told that it increased from {$1300.00} to {$1400.00} because my taxes and insurance increased by nearly {$100.00} eachthe math here DOES NOT add up. In addition, I was told by someone in the tax dept that XXXX county was refusing to return the {$1500.00}, and Freedom did not feel that using lawyers to recover that money was going to be in their best interest, so they are eating the {$1500.00} sent to the wrong county from my escrow. SO, where do we go from here? 1. What is my ACTUAL NEW PAYMENT?! I need to know EXACTLY why I have increased from {$1300.00} to {$1400.00}. I understand small yearly changes, but given your companys lack of accountability and errors within this 2+ month ordeal, I need answers! 2. Where is my overpayment that is sitting in my escrow? I was told by EACH employee in the tax depot that it will be returned to me immediately after this latest escrow analysis. What is the status? Where is this extra money that I was FORCED to pay due to your mistake? Calls were made to either the tax dept or general customer service line on the following dates and times XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73013
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called my VA mortgage servicer to enter into the 180 day forbearance plan per the CARES Act Section 4022 and despite the law stating that all that is required is " borrowers attestation to a financial hardship caused by the COVID19 emergency '' they have requested I fill out several forms including a complex financial history form. The representative stated that Freedom Mortgage has their own process to apply for the forbearance and that I have to provide this financial information. I also submitted this request through the online secure messaging form with the servicer but have not received a reply at this time. I am attaching a screenshot of the secure message I sent several days ago as well as the financial form the servicer is requiring in order to process the forbearance request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96826
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am attempting to payoff my mortgage to complete the sale of our home. However, Freedom Mortgage is being extremely unhelpful in the process. The title company faxed Freedom Mortgage a request to close the account on XX/XX/XXXX. When I called on XX/XX/XXXX Freedom claimed they did not receive anything, so we had to start a new inquiry. Closing was scheduled for XX/XX/XXXX and this was the final document needed to complete the sale. When I called again on XX/XX/XXXX to check on the status they said the estimated completion date was XXXX. The supervisor I spoke to added that if we could provide proof that the request was sent on XX/XX/XXXX than they would expedite it. I provided that information, but they were still unwilling to accommodate us. They ensured us multiple times that requests are complete within a 72 hour maximum time frame, but XXXX is outside of that window. I have been a part of numerous real estate transactions and know that this process takes less than 1 hour to complete. The supervisor I spoke to on XX/XX/XXXX said he was sorry we were misinformed, even though less than 24 hours ago we were told to provide proof.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I paid off my loan with Freedom Mortgage in XXXX of XXXX. I am due an escrow refund of just over {$1700.00}. They originally sent the check to the wrong address. Since that check, they have lied to me and told me they reissued it and sent it to the correct address. Well, it is now about to be XX/XX/XXXX, and I still do not have my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX we applied for an interest rate reduction. Since then we have been awaiting title to clear. I have emailed and/or called everyday to find out what is needed, and I keep being told we have escalated this to our manager, or we emailed title company to see what is needed. It has been almost 2 months. I have heard great things about freedom and really want to have a relationship with them but this is getting insane. additionally, since we applied interest rates have gone down, we inquired about having a lower rate and was told they would look into, but again no response. Please please just help us get the interest rate reduction program completed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I have disputed this account and have reached out to the company/creditors MANY times but failed. This account is being reported inaccurately and incorrectly on my credit report. I see multiple 30 & 60-days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02720
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A