Date Received: 2020-03-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After our home was fully remodeled after the XXXX XXXX in North Carolina, we listed our home for sale. We could not afford the second mortgage, we're a military family and we were renting the home until the hurricane hit. When we tried to sell the home, we realized we would need more than $ 11k at closing so we proceeded with a short sale. During that time Freedom Mortgage sent a preservation company to the home to mow the lawn. While mowing the lawn they busted the water spigot on the back side of the house which caused water to leak inside the home for almost XXXX weeks before the appraiser from Freedom Mortgage arrived and alerted my real estate agent. The home was under contract with a short sale and during this time the home was vacant as we were waiting on the appraisal to move forward with the sale. This happened in XX/XX/XXXX and as of today, XX/XX/XXXX the damage has not been repaired. We can not rent, sell or live in the home due to the excessive damage and mold. We had another cash offer on the home after the buyer backed out and the VA denied the cash offer because as they stated, Freedom Mortgage is responsible for the damages and filing a claim to have the home repaired and back to the condition it was in prior to the water damage. We are being forced into foreclosure as we have no other option at this point. We have gone around and around with Freedom Mortgage, and the VA. My last conversation with the VA I was told to walk away. I do not think it is fair to us as the home owners to be forced into this situation when it was not our fault. We are taking the hit financially and even harder on our credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXXXXXX XXXX XXXX advised us they could lower my mortgage. They took our information and charged us XXXX a month for the lowered payment but never paid freedom mortgage my lender. Now I am being evicted from my home..XXXX XXXX XXXX XXXX advised us we we not quick enough with paperwork they dropped the account but still accepted payments they never paid. They advised us to speak to our lender after asking us not to talk to our lender for 8 months. We have lost XXXX and our house because of this operation. And there is no help for a XXXX father who lost his job and now must move.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37821
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX XXXX to Freedom Mortgage effective XX/XX/2020. My final escrow balance from XXXX XXXX was {$1100.00}. Upon transfer, Freedom shows a negative XXXX. I have been trting to get this corrected since XX/XX/2020. After numerous calls, the problem is still not corrected. I just want my proper amount in my escrow where it belongs. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34983
Submitted Via: Web
Date Sent: 2020-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I started my loan with XXXX XXXX and recently my loan got sold to Freedom mortgage. XXXX states that they sent me a goodbye letter, which I never received. I heard absolutely nothing from freedom mortgage. I went to pay my bill on the first like I always do and XXXX wouldnt accept the payment just a AS OF XX/XX/2020 YOUR LOAN HAS BEEN TRANSFERRED TO FREEDOM MORTGAGE alert came up. So I went to their website and I needed a loan number. I called them and they said it wasnt available. I asked the representative when would it be ready and she said after the XX/XX/XXXX. I called back on XX/XX/XXXX only to be hung up on once, transferred to a supervisor and advised by the supervisor to call XXXX. I need to pay my bill on the first of every month due to my budget and spending plan. Whats going to happen is, it wont be ready till the XX/XX/XXXX-XX/XX/XXXX and Im going to have to pay it again on the XX/XX/XXXX which paying XXXX within 2 weeks of each other is going to cause serious financial damage to me and my family. I need someone to take care of this. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91304
Submitted Via: Web
Date Sent: 2020-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called Freedom Mortgage multiple times to get my PMI removed from my mortgage loan and i keep being told it is not possible. I am above the 78 % equity and do not understand why it is not possible to remove this pmi insurance from my mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: in whole, I filed BK in XX/XX/2017, XXXX was the mortgage company at the time, the were supposed to reaffirm my mortgage loan with my attorney. I found out about 3 weeks ago that the loan was never reaffirmed at the BK filing/hearing in the courthouse, and XXXX transferred the loan to Freedom Mortgage. I have been making payments for 3 years to Freedom mortgage and they never reported any of the payments to the credit bureaus. so I have been going round and round with my XXXX XXXX Attornery, BK courthouse, mortgage company on the fact that reaffirmation was never filed, everyone dropped the ball, and the repercussion is, no credit reporting to the bureaus which means this has not help to rebuild my credit!!! and noone cares to fix this grave mistake, then I find out that due to no reaffirmation, legally speaking I am not responsible or obligated to even pay the mortgage because it was part of the BK filing discharge!!! but I have been paying for 3 years!!! I need serious help here ... .please assist or if you can refer an attorney of someone that can help me with this disaster!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the third time I have had escrow issue with Freedom Mortgage ( please see previous two complaints ). Last year, after Freedom Mortgage made numerous mistakes that nearly led to my property not having flood insurance, Freedom agreed to eliminate my escrow account and allow me to pay insurance and taxes on my own. This year, I paid all of those bills on time ( as I always do ) and then Freedom double paid my flood insurance. When I called Freedom about this issue they stated that it was because I did not pay the flood insurance on time. This is 100 % false. The due date for this insurance was XXXX20 and I issued payment on XXXX20 and that payment was received by XXXX XXXX XXXX XXXX of Florida on XXXX20, nearly a month prior to the due date. I want Freedom Mortgage to current their error by seeking reimbursement for double payment from XXXX XXXX XXXX of Florida and to reimburse me for all interest lost as a result of this error. Interest was lost because they took funds from monies that were to be applied to mortgage principal. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mr. XXXX provided a reinstatement quote in the amount of {$19000.00} that expired on the XXXX of XXXX. Since, additional fees have been added without cause or explanation that Mr. XXXX did not offer explanation for in his response on XX/XX/XXXX. As of XXXX, XX/XX/XXXX, Freedom Mortgage has now my account at {$20000.00} with no explanation or breakdown of where the additional {$1300.00} magically appeared. Furthermore, Mr. XXXX also failed to explain the fees that increased the amount due on my mortgage statement ( and the amount I actual had to pay to reinstate the loan ) today from {$19000.00} from {$19000.00}, the amount provided in the reinstatement quote another {$250.00} difference. At this point, Freedom Mortgage is just making up fees for an illegal sale that had no merits. Mr. XXXX further asserted that the {$1100.00} was received on XX/XX/XXXX and was short of a full payment amount XXXX {$1100.00} XXXX so it could not be applied as a regular payment. So, because of {$7.00} shortage, they assessed a more than {$30.00} late fee, and withheld that payment as it is not reflected in the reinstatement quote Mr. XXXX provided. Furthermore, by Mr. XXXX assertion and the payment breakdown included with the reinstatement quote, the {$1100.00} has not been applied anywhere to my account as the escrow balance is - {$3600.00}, per my most recent statement, and the payment schedule doesnt reflect it and it has yet to be returned to me. 2 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 5 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 3 payments @ {$1100.00} due from XX/XX/XXXX = XXXX 4 payments @ {$1100.00} due from XX/XX/XXXX = XXXX Mr. XXXX provided a reinstatement quote that was issued on XX/XX/XXXX and indicated that it provide a detailed breakdown of the expenses. As I indicated in my original complaint, the reinstatement quote ONLY provided Expense Advances, Late Charges, and Foreclosure Expenses. I specifically requested a full and complete breakdown of the itemized fees. If Mr. XXXX doesnt comprehend what an itemize fee entails, it means more that Expense Advances as shown on the reinstatement quote, it means every single line item and charge that expenses what those expense advances were. Mr. XXXX continued to provide the following list : XX/XX/XXXX Bankruptcy Proof of claim payment addendum attorney fee {$250.00} XX/XX/XXXX Bankruptcy Proof of claim attorney fee {$400.00} XX/XX/XXXX Bankruptcy Proof of claim payment addendum attorney fee {$250.00} XX/XX/XXXX Bankruptcy Proof of claim attorney fee {$400.00} XX/XX/XXXX Title Search by the attorney ( bill-back to the firm as title was completed by Mortgage Connect ( title vendor ) {$240.00} This fee will be removed XX/XX/XXXX Foreclosure Allowable Attorney Fee ( referral to foreclosure ) {$390.00} XX/XX/XXXX Full Title Search {$320.00} XX/XX/XXXX Foreclosure Allowable Attorney Fee ( Sale Set ) {$260.00} Total {$2500.00} However, Mr. XXXX failed to address the how the Expense Advances had the same expense categories as the separate line items in the reinstatement quote such as the Foreclosure Attorney Fees and the Foreclosure Expenses. Furthermore, I am requesting that unless you can produce proof that the services rendered were performed in association with the fee, the fee needs to be immediately removed from the account ( i.e. if you are claiming the fee is for publication of advertising but can not produce the advertisement, the fee needs to be removed, if you are claiming the fee is for a property inspection fee and can not produce distinctly different property inspection reports with along with a valid need that shows that you needed to order one, the fee needs to be removed, if you are claiming the foreclosure is allowable on what basis was that determination made and why was it worth {$390.00}? ). Mr. XXXX asserts he has not received my RESPA Qualified Written Request ( QWR ) that has been mailed to Freedom Mortgage, XXXX XXXX XXXX, XXXX, IN XXXX. However, if I am telling you I made you in an official complaint to a public agency, there should be nothing preventing him from complying with it now as many of the concern addressed in it are addressed here as well. Mr. XXXX also asserted that we never received a complete loss mitigation package from you ( see attached incomplete letter ). This is completely inaccurate and shows he did not review the attachments in the complaint as I clearly indicated, in my original correspondence, Freedom Mortgage CEO XXXX XXXX was CCd on a prior email to Freedom Mortgages Loss Mitigation department in which he forwarded to XXXX XXXX for response on XX/XX/XXXX. On the same day, I responded to her email and CCd Mr XXXX XXXX a copy of the email in which the documents that Freedom Mortgage asserted was not received for my loss mitigation package ( attached ) and never received her response or further contact. Additionally. Per 12 C.F.R. 1024.41, servicer are restricted from continuing the foreclosure process if the homeowner is working on securing a loan modification or other alternative to foreclosure. Per their letter dated on XX/XX/XXXX, your review was not closed until well after the time period prescribed by the dual tracking provisions in the law. Per the timeline Mr. XXXX provided in his previous response, the foreclosure preceding had started well before this date which would consider it to be dual tracking. Furthermore, Mr. XXXX did not address the concerns regarding the illegal sale. Although he indicated he will not postpone the sale, he did not provide proof as requested to my assertion the Freedom Mortgages violation of O.C.G.A. XXXX. In which the lender must properly advertise the foreclosure sale once a week for a period of four weeks immediately preceding the date of the sale in the legal organ of the county where the property is located. I am only seeing ONE advertisement in XXXX Countys " Daily Report dated XX/XX/XXXX, which is LESS than four weeks prior to the sale date of XX/XX/XXXX. Additionally, I have requested the egregious fees to be removed. Mr. XXXX asserted that property inspections are an investor requirement as long as the home is in default but did not cite proof of this requirement nor did not cite where it was mandatory for Freedom Mortgage to pass those cost to me ( or where I agreed to pay them ). These costs need to be removed immediately. In regards to my repeated contact attempts, Mr. XXXX did not address how on a recorded call to the loss mitigation department on XX/XX/XXXX to XXXX XXXX ID # XXXX XXXX in which I requested a supervisor to discuss the account. As of today, that supervisor XXXX has yet to call me back. Neither did he address my repeated attempts to contact someone on to resolve issues on this account such as repeated emails to CEO XXXX XXXX ( that went ignored ), Vice President of Customer Service XXXX XXXX XXXX that went ignored ), the loss mitigation department ( that went ignored ), recorded calls to the loss mitigation department in which one case, Supervisor XXXX XXXX ID # XXXX XXXX laughed hysterically at the situation and mocked me as me he said, " I should have stopped this months ago. These are just a few of the many call/email attempts I have made with this company in the past month alone. Freedom Mortgage has been the most unprofessional, racists, discriminatory, and ill-managed, company I have ever seen and do not feel confident that you can effectively service my loan without future retaliation and think you in the best interest of everyone involved, after resolving these account issues, transfer it to a different servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been with freedoms mortage for years by force, being they brought my loan out from my prior bank. When the interest rates dropped I decided to refi and that it would be easier to do it with my current bank instead of switching. Freedom mortage processed my request and they scheduled me for closing after they ran all the necessary things. I took off work and spent money to get to where the closing was and no one showed up. It was cancel on freedom mortage part and no one reached out to me. I called them and the apologized and second one for the follow week and assured me that they will get everything resolved and then no one showed again. They claim it was an issue with texas and the funny part was no one in texas had an issue with refi. The paper work was processed a month later. They ran my credit again when it was not needed and lowered my credit score. That was a negative impact and for the I'm sorry they mailed me a XXXX caller gift card. Now the did not pay my taxes and I am getting collection notices and another negative impact on my credit and I got late fees. This is not fair and they have impacted me twice on a negative note and have not made it right
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They took my principle only payment of {$2600.00} and split it into a normal payment of {$1200.00} and a principle only payment of {$1200.00} XXXX XXXX doesn't even add up to what I paid ) and took my regular month payment of {$1300.00} and applied it to XXXX. {$1200.00} is less than my regular payment of {$1300.00} and I have no idea how they randomly calculated {$1200.00}. Customer service was not helpful since they had to give it to another department and that department does not speak to the customer causing me to have to explain the situation over and over again after hours on hold, in total, to an intermediary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A