Date Received: 2020-03-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is being predatory to their existing VA borrowers. They are offering ZERO options to work with borrowers that are impacted by Corona. On the front page of their website it basically says pay now or else. They are kind enough to offer 90 day forbearance but all 3 months are due in full after 90 days. They are however shoving refinance offers down our throats. I get weekly calls from them offering to refi. However, when I asked how much it was to refi, i was told roughly {$1900.00} after Freedom helped me out with some of their closing fees, but dont worry bc its rolled into your loan. Way to take advantage of peoples hardship freedom. - disgusting
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33594
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the Coronavirus I was laid off work and will have no income for a least a month bc XXXX XXXX is shut down. I work in the XXXX XXXX industry and asked for a forbearance with 3 months added to the end of my loan. They said they could do 3 months but it would be do in full at the end of the months. This doesn't work as I'm not going to magically go back to work making double what I did before so this company Freedom Mortgage is NOT changing their forbearance structure at all to help people during the Coronavirus closures!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89131
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on our home on XX/XX/XXXX. This mortgage has been paid in full. Freedom Mortgage remitted our escrow refund for accrued taxes in a fairly timely manner. Because our homeowners insurance was escrowed as well, XXXX ( our homeowners insurance policy holder ) refunded the overpayment of our policy back to Freedom Mortgage in the amount of {$870.00}. This was received by Freedom Mortgage on XX/XX/XXXX. They admit they need to issue a second escrow refund but they can not seem to figure out how to do it in the system and get the overpayment remitted back to us. I have called multiple times, they have put notes in the system, I have asked to speak to a manager, which they deny. They said a manager will return my call, which they do not and it has been six weeks and they still have possession of my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On Monday XX/XX/XXXX I called into Freedom Mortgages ' ( FM ) customer service line to discuss my options for difficulty paying due to my job loss and my co-borrowers inability to collect rent from tenants due to their work/coronavirus related hardships. I was advised that I'd need to send in a list of information and documents for review and consideration of possible loan hardship options ( request list is attached ). I received the list of requested info on the same day. Everything was submitted as requested on Tuesday XX/XX/XXXX via email and snail mail. Over the following 2 weeks, I reached out to Freedom Mortgages ' customer service line for a status on my hardship request and was advised that additional information was needed. Shortly afterward, I received a letter outlining the specific information needed and proceeded to submit that to Freedom Mortgage. On Tuesday XX/XX/XXXX I called for a status update and was advised by Freedom Mortgage rep XXXX ( ID # XXXX ) that all that was needed was a corrected IRS Form 4506-T, which I submitted same day via email. ( Note : the form they provided was from XX/XX/XXXX. The IRS website has the most updated form that explicitly states that taxes can no longer be sent to 3rd parties. Perhaps FM is providing old forms to customers to circumvent this and have people send their taxes directly to them? ) I called again for a status on Wednesday XX/XX/XXXX @ XXXX EST and was advised by XXXX ( ID # XXXX ) that FM had everything needed and review would commence on Thursday XX/XX/XXXX. I called again on Friday XX/XX/XXXX and was advised by XXXX ( ID # XXXX ) that FM now needed updated bank statements ( are they purposely prolonging the process to get more info? ), signed and dated tax returns ( which was already submitted ), and a letter of explanation for a specific deposit amount on one of my co-borrower 's bank statements. All was submitted on Tuesday XX/XX/XXXX via email. I called again for a status update on Wednesday XX/XX/XXXX and was advised by XXXX ( ID # XXXX ) that the documents were not yet uploaded and I should try again on Friday XX/XX/XXXX or Monday XX/XX/XXXX. Today, Thursday XX/XX/XXXX, I called for a status update, and was advised by XXXX ( ID # XXXX ) that a note on Wednesday XX/XX/XXXX, stated that they received my submitted info, however my file was still incomplete, and that they still needed tax returns, a letter of explanation for a deposit, and bank statements ( all was sent on XX/XX/XXXX ). Although very kind and professional, XXXX was unable to give me details beyond that or answer my questions about whether or not the attachments I sent got through properly, etc. This request is taking entirely too long, but I'm still getting letters regarding potential foreclosure, with inconsistent invoice amounts. When I asked about this, I was told " as long as you aren't over 120 days in default you don't have to worry while we review the hardship request ''. If I'm denied, I'll be in more debt and hardship than I would have been if I was simply given an answer within 1-2 weeks and had time to make arrangements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11236
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage sent a property tax check of $ 1800+ to the county on XX/XX/XXXX. The loan was refinanced the same day and the check from the refinance was used by the county instead. The county quickly sent the Freedom Mortgage check back so a refund could be issued to me. I have been diligently calling Freedom Mortgage to get updates and in late XXXX, they told me the refund check would be sent on XX/XX/XXXX. However, it is now XX/XX/XXXX and the check has still not been received and now they are saying it will be another 10 business days before check is sent out, almost the exact same thing they said in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29316
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My escrow company has request a payoff of funds starting with XX/XX/XXXX, XX/XX/XXXX, I called on XX/XX/XXXX and spoke with XXXX at Freedom Mortgage and request another payoff this day and he told me it would be emailed over to the company to XXXX by XX/XX/XXXX. I am due to close escrow on XX/XX/XXXX at her email address. This refusal to send wire information and payoff information is rediculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please investigate freedom mortgage. I have a mortgage that originated at XXXX and this company refuses to remove the MIP as I am now elligable at over 20 % equity and I meet all other requirements. The original loan number is XXXX XXXX / FILE NUMBER XXXX XXXX / MORTGAGE INS CASE NUMBER XXXX XXXX XXXX. Freedom mortgage is the refinance company and they have refused any assistance to make sure this MIP is removed in a timely manner. Freedom mortgage refinanced the amount of XXXX and they refuse to accept the original purchase amount of the home was XXXX. I meet ALL requirements and I have NEVER made a late payment in the history of this home purchase. This company has denied all attempts to have the MIP removed and they decline to acknowledge that I am eligible for the MIP removal. My current loan balance is XXXX and the original loan balance was XXXX. This company refuses to acknowledge that I presented ALL purchase documents to them upon the processing of the refinance with them which would very clearly show the original purchase amount and date of which they deny ever receiving. Given the math I need to verify that I am at XXXX LTV and there is no one to help me with this complaint of being ignored by this mortgage company. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom mortgage is purposely throwing out 3rd party authorizations to receive payoffs, causing interest rates locks to expire costing customers money, and time, as well as paying extension fees, and in todays environment those interest rates can no longer be locked, and the borrower is stuck with higher rates simply because Freedom Mortgage refuses to honor payoff requests. Anecdotally speaking I spoke with one of our customers and she said as soon as Freedom heard about the refinance, they started calling her non-stop to refinance with them. Today XX/XX/20 I've been placed on hold for 68 minutes only to be told they never received the request. and blaming the virus, in XXXX they couldn't find the request, and then suddenly they found it after numerous calls to them, but today I asked a supervisor at Freedom what the reason was in XXXX, and he stated it was the interest rates were low, and they were understaffed.,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80909
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage company has a bare bone customer service department. I called to get a mortgage payment question resolved and was on hold for 1hour and 17 minutes XX/XX/XXXX only to be disconnected. The next day XX/XX/XXXX I sat on hold 46 minutes until someone answered. The representative barely spoke English and very hard to understand. It is obvious the company is operating a bare minimum customer service department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30102
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to the current and unique COVID-19 situation, impacting the globe and the country, there is an impact on my families income ( Loss of ). I am sure that I am not unique in this regard and I reached out to Freedom Mortgage to see if there are any relief options or opportunities to work something out so that I can continue to stay current, and resume full payments when the situation resolves.Their website even includes a new banner which states that they understand the impact of coronavirus and that " Freedom Mortgage is committed to supporting our customers '' and if we have issues or are unable to pay to call them at the number they listed. As background, I have never been late or missed a payment and I did not choose Freedom Mortgage as my servicer ; they purchased my loan. I spoke with several representatives ( XXXX, XXXX and XXXX, XXXX ) and was concerned after hearing what they had to say. I was informed that Freedom Mortgage was offering a " special forbearance '' that would last for 3 months after which time I would need to resume my regular payments and immediately pay back the three months of " relief. '' I clarified this with XXXX and she confirmed again that this was the case. She even suggested that I try to make as much of the payment as possible each month so it is easier at the end of the 3 months to resume my regular payment and pay back what I owe for the previous 3 months. This " offer '' seems predatory and may be the opposite of relief. For consumers, like me, who are impacted by COVID-19 and, who need temporary relief, need it because they have a loss of income and temporarily may not be able to make the payments. After three months, assuming income has resumed, normal payments can resume as well but where will the money come from to pay for the 3 months of accumulated " relief '' that is now due immediately? When I asked this question. XXXX informed me that if I did not have those funds, I would have to enter a loan modification process and started to speak about loss mitigation etc. This " special forbearance '' is setting consumers up for failure in 3 months and seems like a predatory tactic as consumers, who can not pay now will owe even more in 3 months and will be even more unlikely able to pay. When I wanted to escalate this concern and speak to someone and possibly raise a complaint within Freedom Mortgage, XXXX informed me that she was not aware of a way I could file a complaint. I asked if they had a complaint handling process and she said she was not aware of any and wasn't sure about how I could do so. At the end, she said she would not it in my file and then she provided me with a customer service email address that she said I could try writing to. Bottom line is I, and I am sure many other consumers find themselves in a temporary difficult situation, and would like some help getting through this difficult time impacting the entire country and globe. Freedom Mortgage seems to be using the opportunity to put Customers into more difficult long term situations ( many of the customers, who like me, who did not even choose Freedom but became customers because of their purchase ). Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07205
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A