Date Received: 2020-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Previously I got behind with my mortgage due to me being out of work due to me having XXXX. I was behind on my mortgage from about XX/XX/XXXX to XX/XX/XXXX. I paid all of my mortgage in full by XX/XX/XXXX. By XXXX I was current on all missed payments as well as paid all late and escrow fees. The company is still stating I am delinquent as well as reporting it to the credit bureau as me being delinquent which is falsely negatively impacting my credit. All documentation stating payments have been made have been sent in including documentation from my bank to the customer via email. I previously had an issue with Freedom Mortgage stating my checks were not being received and I did stopped payments ( XX/XX/XXXX and XX/XX/XXXX ). Soon as I paid them by phone the next day they attempted to cash both checks which were sent 7-10 days apart from each other. Payments were made in XXXX and there were several payments made in XXXX. Then to bring me current I made the below payments : XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$760.00} XX/XX/XXXX for {$260.00} ( Late Fees ) XX/XX/XXXX {$16.00} ( Escrow ) XX/XX/XXXX {$760.00} Payments were sent via email via my bank statement. I called today XX/XX/XXXX and was transferred back and forth between representatives acting like they cant tell me anything or know anything. This has become very frustrating especially when a pay history was sent via the mortgage company and all payments were reflecting but the ones prior to the statement being sent. I have called Freedom Mortgage so many times I have lost count. I have been trying to sort this issue out since XX/XX/XXXX. This has become extremely stressful and frustrating especially when I made every attempt to become current because Freedom Mortgage would not offer any assistance when I was out of work due to me not having any income coming in.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29073
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: While I am refinancing my current home mortgage loan with Freedome Mortgage Corp as below, FREEDOM MORTGAGE CORPORATION XXXX XXXX XXXX XXXX XXXXXXXX XXXX, NJ XXXX United States Lender NMLS ID : XXXX They are keep delaying my request for release payoff quotes to me and my closing title company, and now delaying my closing for refinance and several attempted for above company contacted, they are not released my payoff quotes and delaying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75019
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Received a letter from Freedom Mortgage for rate reduction ( IRRRL ) on my VA loan. Since I had been out of work due to illness for 2 years I needed to reduce my loan which I never missed or was late on. I submitted this on XX/XX/XXXX and was told it would take about 10 days but before my XXXX payment and would skip XXXX. After not hearing from them I started to email and call ( I have a log too long to post ) of unanswered and empty promises of staying in touch it was still me chasing them down. I continued to make all payments. Loan advisor never responded to one email. I had been promised by supervisors they would get back to me and not one ever did. I had this escalated to managers that also never followed up. Each conversation I explained that I had XXXX and other medical issues and this stress was not helping. Loan processing said that they were having problems with my HELOC lender ( I called XXXX XXXX XXXX XXXX who is my Credit Union ) and they told me that they had never received any request of subornation or communication in XXXX from Freedom Mortgage. I arranged a 3 way conversation with us all and Freedom Mortgage was given an email to send documents and it would be taken care of. Still it wasn't. In XXXX XXXX XXXX received in the mail the request and sent it back at once. I requested a lower rate since the rates had dropped so much and was told it would cost me more money to have it lowered. Still no response from the original loan agent and I continued to fight with them until I was so sick I ended up in the hospital for a week in XXXX. The loan agent should have his license suspended for misrepresentation and Freedom Mortgage should be held accountable for misrepresentation as well. Taking advantage of veterans and lying to consumers should be in my opinion false advertising. This company is a fraud. I am in the process of doing this now with XXXX XXXX and being taken care of but it is costing me additional money I want recouped. Freedom Mortgage called me while I was in the hospital around XX/XX/XXXX saying the documents are ready to sign but still not reducing the rate and offered a price match guarantee. I refused to continue to give this company a dime. They should be held accountable for their empty promises and for lying to consumers. The stress of this transaction is not worth the {$300.00} dollar a month savings nor would I ever do business with them. Please help others from this. If this happened to me it is happening to other veterans and FHA holders. This company should pay. I am too angry now and stressed for nothing. I am now out of the hospital and recovering at home. I will get my loan reduction by costing me an additional {$6000.00}. but I will not have to deal with this type of a company. Shame on them. Ignoring and lying to consumers is fraud in my book. All their calls are recorded and I have asked them to review and to respond but nothing happened. They still are sending these rate reduction letters to thousands of consumers daily.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am refinancing my mortgage with a new lender. The current mortgage company ( Freedom Mortgage ) has refused to provide a payoff. The closing company has requested it ( XX/XX/XXXX - using the documents I signed as part of the process ), and I have personally requested it twice ( XX/XX/XXXX & XX/XX/XXXX ). They are now holding up my mortgage process and I am at risk of losing my preferential new rate. I believe they are holding up because they do not want to lose a {$380000.00} loan at 4 %, when new rates are much lower ( my new rate is quoted at 2.64 % APR ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76065
Submitted Via: Web
Date Sent: 2020-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I reviewed my credit report and found 30 days late payment on the date XX/XX/2020. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am currently have a loan through Freedom Mortgage. I have decided to refinance with another company and I can not get Freedom Mortgage to send the Payoff Statement to my new title company and lender. I can not close on my new loan without the Payoff statement. Today is XX/XX/XXXX. The title company has been trying to get a copy of the payoff statement since XX/XX/XXXX. Freedom Mortgage will only give a payoff after 72 hours from the request. This is much more than the 72 hour window they require. I feel as if Freedom Mortgage is holding my payoff statement hostage so they can get additional interest and possibly a late payment if they do not quickly send this payoff statement. There is no way to get it online besides sending an email. When you request it by phone, they still will not give it if is not in what they see as the 72 hour window.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I currently have a VA mortgage with Freedom Mortgage. I received a call from a Freedom Mortgage loan official about a no cost refinance. He told me there would be no cost for me to do a refinance and my interest rate would be lowered. He also said the current number of months of the existing loan would stay the same. I asked if he was sure there would be no cost to me and he assured me there was no cost. I told the individual to send me the loan information and I would consider the proposal. The first documents I received showed my current loan balance and months of loan staying the same and the interest rate lowered by 1/2 point and there were no additional costs. Since it looked as he explained I started the loan refinance. A couple of days later I received closing documents to sign, however the loan amount had increased approximately {$3500.00}. I contacted the loan officer and asked about the difference and he told me it was not costing me anything. He said it was my escrow balance rolling over. I said why did the loan amount go up and he kept trying to explain it wasn't costing me anything. I said if my loan amount increases it is costing me something. I then instructed the loan officer to cancel the loan application. I then started receiving call after call from the closing department to set a date for closing. I told them I had instructed the loan officer to cancel the application. I believe they were trying to badger me into signing for a loan that was not what was originally explained.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85383
Submitted Via: Web
Date Sent: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Let me first disclose I work in the XXXX XXXX and XX/XX/XXXX for a super regional bank. Therefore, I understand how this process should work and I honestly have lost my patience. XX/XX/XXXX logged in to the Freedom Mortgage website and entered a request for the rules to recast a mortgage. XX/XX/XXXX receive an acknowledgement in the message center the message has been forwarded to the appropriate department. XX/XX/XXXX I receive a letter from Freedom Mortgage that included the recast rules. XX/XX/XXXX per the instructions in the letter I sent a written request to Freedom Mortgage XXXX. XXXX XXXX XXXX, IN XXXX to recast my mortgage along with two separate checks. One {$50000.00} cashiers check for the curtailment portion of the recast and a {$250.00} recast fee check. XXXX XXXX I check my pay history on-line and I see the recast fee and the curtailment were posted to my mortgage account effective XX/XX/XXXX. XX/XX/XXXX around midday I called in to check on the status of the recast. A gentleman answered the phone and during the authentication process asked me if I was the primary borrower? I told him I was the only borrower to which he replied " A strong independent woman I love it '' along with additional comments about girl power. That's my first issue. Second he told me it would take approximately 30 days to complete but other than that not helpful. XX/XX/XXXX XXXX I called Freedom Mortgage, the hold time disclosed was 21 minutes. I held and the call was answered in approximately that timeframe. I spoke with XXXX, agent # XXXX I explained about the recast and told her I had not received any recast modification documentation. She seemed to understand and put me hold, a few minutes later a completely different gentleman answered and asked how he could help me. I explained I was in the middle of speaking with XXXX who put me on hold, I'm not sure how I got to him. He asked me if I called Servicing or was I sent there (? ). I explained I called Servicing and I was getting help on my recast. He apologized and said he'd get me back to that team. At which point he transferred me I was put at the back of the queue and had to hold all over again. Then agent XXXX XXXX answered I asked her to please not put me on hold and I went through the recast question again. I could not understand why I had not received an acknowledgement letter ( which I believe is required 5 days after receipt of my request ) and/or the recast modification. XXXX then is half talking to me and herself, that I need to be assigned to a SPOC. I questioned why a SPOC which is usually reserved for Loss Mitigation customers. XXXX said that's what needed to happen but nobody had opened a request and basically the gist of it is nothing was happening on my recast. She told me a recast actually took 45 days ( different timeline that I was first told ) and for me to call back on Friday ( XX/XX/XXXX ) or Monday ( XX/XX/XXXX ) to see if my request had been answered. At which point the call ended which all in took an hour and 8 minutes ( per the timer on my work phone ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23116
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2020 I spoke to loan officer XXXX XXXX in an attempt to get a mortgage. He ensured me that as a current VA loan customer, the fact that I wanted to purchase the home directly next door to me with another VA loan could be achieved. I completed the loan application, submitted all the required forms and my file was sent to the loan processor around late XX/XX/2020. During the entire process leading up to my file going to the loan processor I inquired many times with XXXX on the status of my loan. He ensured me that there were no issues and everything was looking positive. XXXX also said his team members were on top of my file so we could get the deal closed soon. XXXX went out of the country during the processing of my loan and was very unresponsive to my follow-up inquiries for my loan. When i called Freedom mortgage I could never speak to a manager concerning XXXX being unresponsive to me calling him. When XXXX finally called me after about 2 weeks of being MIA he told me there were no problems with my loan processing. Late XXXX XXXX-Loan processing stage. XXXX XXXX called me asking for the Same documents I gave to XXXX back in XX/XX/2020. I gave him the documents in an attempt to make sure the loan would close soon. XXXX XXXX also ensured me the loan was moving along at a good pace and there were no issues. He and XXXX said i was in the underwriting stage and there were no issues. XXXX then asked for duplicate documents and XXXX scheduled the appraisal. I paid for the appraisal and termite inspection. The VA appraiser also came back out to fix the repairs the sellers fixed. I was told by XXXX we could close XX/XX/XXXX then the sellers moved it back to the end of XXXX. Title company set up closing for XX/XX/XXXX and XXXX said we could close XX/XX/2020. XXXX also sent me a new loan disclosure based on the changed loan amount from the VA appraisal. Come XX/XX/2020, XXXX called me and said the underwriter will not approved the loan not because I didnt qualify but because the underwriter said I couldnt buy the house next door with a VA loan. I was told by XXXX there could be another option to save the deal but he never called me back about the option. I called XXXX, XXXX manager, XXXX managers and tried to speak to anyone who could assist, but I received no answer back. When I finally did speak to someone from the closing team they said the loan was suspended XX/XX/2020, which I had no knowledge of. XXXX XXXX and XXXX XXXX were very misleading and deceitful in processing my loan application. I have lost the money I paid for the appraisal, the termite inspection and pulled money out of my 401K for closing, which I will be taxed {$300.00} on. In addition to the money lost, they waisted my time and caused stress to me as well as the sellers. I never even received a loan denial letter which by federal regulation Im entitled to. The sellers pulled out the deal when i told them we couldnt close on XXXX XXXX. I would like to be refunded my money I lost for the appraisal, termite inspection, and money I will be taxed for taking money out my 401K. -XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20785
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have 2 mortgages with the same company ; but, they have different offices which service the loan. One office is in compliance with all requirements, while the other has not sent a monthly statement in 5 months and has not sent a year-end statement of interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70815
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A