Date Received: 2020-03-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are trying to close in my dad 's house but freedom mortgage has refused to give my title loan officer the payoff. She has been asking since XX/XX/XXXX. We were supposed to close XX/XX/XXXX, but they told her, on that day, that.they didn't have my ID. I had sent them the weeks before. I sent it to the title loan officer and she sent it to them. 2 days later they still hadn't uploaded the I'd and still refuse to give her the payoff. This is our third buyer and we may lose this buyer with the delayed closing. It seems as though they are only delaying to get more daily interest from me. Please help as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom mortgage is my collector. During this covid 19 time they are not picking up the phone. I want to delay the next few months mortgage. Till my wife goes back to work. She was advised not to work. I am on XXXX. There is no communication with Freedom mortgage. Pls help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I received a Payoff Statement from Freedom Mortgage. The amount of the payoff quote was {$66000.00}. The payoff quote was good through XX/XX/XXXX. I had an insurance check that was written to Freedom Mortgage and Myself in the amount of {$64000.00} that I received from my insurance company do to the property catching on fire. I contacted Freedom mortgage and was told by them that I needed to pay the difference so that the insurance check would be the exact amount owed when they received it. They informed me to go online and pay the amount of {$2000.00} towards principal and then send them the insurance check endorsed by me. On XX/XX/2020 I made a payment of {$2000.00} to principal like I was informed to do. I made sure that the payment to principal posted before I mailed out the insurance check. On XX/XX/2020 at XXXX XXXX at a USPS officXXXX I overnight mailed the endorsed insurance check, payoff quote, a letter to inform of a change of mailing address, and a letter of intent stating that I am sending this endorsed insurance check to pay off my loan. I mailed these items to Freedom Mortgage corporation Attn : Property Loss Dept. in XXXX SC as instructed by the Property Loss Dept. Freedom Mortgage customer service and their Property Loss Dept. as well as my online account look-up, recognizes that I paid the full amount of the payoff quote before it expired. I have spoken with Freedom Mortgage Customer service representatives, supervisors, and ambassadors about the fact that their system isn't showing the loan as paid off. They all have agreed that I have satisfied my loan by paying the total amount of payoff in the allotted time frame. It seems that the problem is that the check is being passed around from one dept. to another. It also seems that because of there mistakes and confusion that they actually generated a SECOND payoff quote on XX/XX/2020. I have spoken with them a ridiculous amount of times and nobody can seem to fix it on there end. With this problem still not fixed Freedom Mortgage is saying that I'm late on my payment due on XX/XX/2020 and that now I owe for XXXX and my bill due in XXXX. This is ridiculous.If this problem is not corrected by Freedom Mortgage quickly then they will put a bad mark on my perfect credit report. The biggest problem this is causing in my life is that I can't get any insurance checks from my insurance company written in my name so that I can give the builders funds to start building my new house. I need to prove to the insurance company that I've paid off my loan so that the checks won't have Freedom Mortgages ' name on them. Freedom mortgage is preventing this from happening. Me and my XXXX children are living in a temporary rental house until the new house can be built. We have a lease agreement and have to be out by a certain date. Freedom Mortgage is preventing this. This problem needs to be addressed and corrected as urgently as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27712
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a streamline refi on XX/XX/2019 for my mortgage with Freedom Mortgage. XXXX XXXX, from XXXX XXXX came to my house & we signed the paperwork. I was told NOT to pay XXXX 's mortgage, but give them $ XXXX, at time of settlement for the new loan. The loan was supposed to disperse on XX/XX/2019 and to date, XX/XX/2019, the title company has not received the dispersement. # 1. My mortgage is now past the 15day grace period. # 2. When I spoke to XXXX /Freedom Mortgage on XX/XX/2019 he said that it should go out on the XXXX wire, or the next day on the XXXX wire. I called him Friday to find out what is going on, but haven't heard back from him & I feel he is obviously giving me the run around and has no intention of following through with my loan. This all started back in XX/XX/2019 when I electronically signed refi paperwork. The loan amt was {$210.00}, int. rate 3.625 %, monthly principal & Interest {$1000.00}. with Mortgage Ins. of {$130.00} p/month and estimated escrow of {$230.00} p/month, the new Estimated Monthly Payment would be {$1300.00}. Which they never honored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to refinance. Freedom mortgage has had 9 requests since XX/XX/2020 for my payoff by my escrow company. I have numerous emails and names of who they have spoken to and all of the processors at Freedom mortgage are stating that they did not get it, when I have been given proof that faxes have been received, calls have been made. Requested payoff XXXX Checked on payoff XXXX was told it would be here in 5 days checked for payoff on XXXX told they never received request resent through fax XXXX was told I would have it in a day XXXX was told they never received the request XXXX called spoke to two people one in the XXXX we have everything we need and will get it to you XXXX XXXX We are working until XXXX XXXX we will get it XXXX spoke to someone ( name in my file ) told it would get here on the XXXX due to virus. We just need a payoff. My new refinance loan lock is going to expire and it will cost me {$900.00} to keep my lower rate. I need some help. Now their phone number is not taking calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are currently refinancing with another company and need a pay off from our current mortgage company called Freedom Mortgage ( phone # XXXX ). They keep lying to us for the date of pay off delivery and we can loose our rate and refinance, where we are saving {$250.00} per month. Our closing attorney requested it on XX/XX/20 and we have proof it went through- now they say they can not find it. Then we directly made a request on Friday as borrowers and they promised 3 days turn around, this morning they say it will be another 2 days or more. they are not ready to serve their clients in the case of disaster, though we hAVE NO idea how that effects them as the calculation is done by a computer. As far as we know they are the only ones that people are having problems with. They also tried to force us into refinancing while giving us 0.625 % higher on the rate we would be getting currently. Please help us!!!! XXXX and XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01970
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i refinanced my home in XXXX XXXX the original lender paid my winter tax bill of XXXX. my loan was sold to freedom mortagage, who also paid my winter taxes of XXXX. this caused me to have a negative escrow balance an escrow analysis that i was made aware of stated that i needed to pay an additional {$1000.00} to cover the shortage. escrow analysis showed that my summer and winter tax bills will both be paid in XXXX, which would cause a negative balance for part of the year. this is not correct. at the end of the year, after both tax payments and insurance, my escrow would still have a postive balance of {$560.00}, per their analysis. if my analysis considered correct payment of my taxes, the account would never be negative. i contacted freedom mortage on XX/XX/XXXX at XXXX XXXX. they indicated that the escrow analysis did not consider the incorrect payment of the winter taxes, and that they would reanalyze it considering the refunded {$1400.00}. they indicated that i would be notified when this was completed. as of this complaint, i have not received any notice from freedom mortgage. i again called freedom mortage on XX/XX/20. customer service failed to explain to me why i was requested to pay an additional {$1000.00} despite no substantial changes in amount due and transferred me to the tax department. tax department was not able to assist and transferred me back to customer service after more than 60 minutes already invested into the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi Team, I have lodged two complaint on my Home Loan PMI, on two grounds 1 I called some time in last year asking to remove the PMI, they did not guide me right info, Later i found that If my property value appreicate and my Outsanding is less than 78 % i should not be charged PMI, Bank did not tell me this. 2 With my current month i am reaching without Value appreciation to 80 % or less, I have asked bank to remove the PMI, they did not do that, They did not respond back to my Call or Ticket I raised in their portal and with call center. I spoke agent and Complaint logged by XXXX On XX/XX/2020 ticket reference XXXX Expecting call back.24/48 hours, Never got call back so far.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14534
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: My first payment for Freedom Mortgage was set up to be paid in XX/XX/2019 via online banking bill pay set up through my bank ( XXXX ). That payment was set up to be reoccurring each month. The XXXX payment was sent out, received by FM and cashed no issues. I got a notice saying the XXXX payment was sent out to FM from my bank on XX/XX/2019. On or about XX/XX/2019 I was notified by FM that my XXXX payment had not been received. I checked my bank account and verified that the electronic check had been sent out. I was able to view the confirmation number showing it had been received by FM. I called FM on the XX/XX/2019 and asked them what was going on. I provided the check number, the date received by them and the confirmation number showing it had been received. I asked them why they had not cashed the check yet. I was told they do not wait to cash or sit on checks and that they are processed upon receipt. I told them my bank provided the confirmation number showing they had received the check. I told them that we had to assume it was lost and I would put a stop payment on the check and set up to resend another payment. I placed a stop payment on check number XXXX in the amount of {$2400.00} on the XXXX of XXXX. I told FM I was then going to stop the next months payment for XXXX because I didnt want the same thing happening. I told FM I would try again and set up another payment this time in the amount of {$2600.00} to go out ASAP. This check went out on the XX/XX/2019.I had a feeling they would lose the check again and I wanted to get this issue resolved so I told them I would set up my account online with FM so that they could just take the money directly from my checking account. I set it up and made a payment of {$5000.00} on the XX/XX/2019 to cover the XXXX payment which was now late due to FM not cashing the check as well as the XXXX payment. I paid {$5000.00} just to round it up from the {$4800.00} that was needed. Also while I was in my FM online account I set up for future withdrawals to be made each month in the amount of {$2700.00}. The check dated XX/XX/2019 was eventually sent in by FM but it did not post in my account until the XX/XX/2019, thus again showing these checks were at FM sitting somewhere. FM ended up finding the Check dated XX/XX/2019 ( Check # XXXX ) and cashed it on the XX/XX/2019 even after I had told them over two prior that I was cancelling that check. This shows that FM had this check all along and for whatever reason it took over 2 months for them to cash it even after I told them I was placing a stop payment on it. I did not get the stop payment in on time for the check that went out on the XX/XX/2019 for the XXXX payment and there was an attempt by FM to cash it on the XXXX of XXXX, the same day they took {$5000.00} out of my checking for the XXXX and XXXX payments. To this day I do not know why FM did not cash the XXXX check for over two months and why they again held onto the XXXX check until XXXX. I made every effort possible to rectify this and was met with attitude and denial by multiple people at FM that they ever received these checks even after my bank verified and provided the delivery confirmation numbers to them. I sent in an additional payment {$2600.00} as well as made a payment of {$5000.00} to try to clear up this issue which was clearly the fault of FM. I recently looked into reducing my rate with a VA IRRL refinance and come to find out that FM sent to all three credit reporting agencies that I had missed mortgage payments. I did not miss these payments, FM failed to cash the checks that were sent from my Bank not from me personally but from my Bank. FM denied ever getting these checks yet tried to cash them at a later time. The checks clearly show the dates of the checks as well as the date that they posted to my account when FM tried to cash them. My credit should not be negatively impacted because of errors caused by FM.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was contacted ( unsolicited ) by XXXX XXXX who claimed to be representing my mortgage loan servicer " Freedom Mortgage '' about refinancing at a much lower rate. I told him to send me information via email since I did not want to agree to anything over the phone. The email he sent from had a domain name XXXX, which does not appear to be affiliated with Freedom Mortgage. This appears to be an attempt to gather personal information. When I received the " documents '' to sign, I was asked to " login '' using only my State, First and Last name. No account setup at all nor was I directed to logon to " Freedom Mortgage 's web site. The person contacting me also did not have access to send me a message within the Freedom Mortgage site, which is a strong indication that it is a scam. Please post and share that cold calls for a refinance are nearly 100 % a scam and should not be entertained.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55343
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A