Date Received: 2020-02-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received notice that my loan was transferred to Freedom Mortgage Corporation from XXXX XXXX on XX/XX/2020. On my first mortgage statement I was charged a fee of {$120.00}. There was no explanation for the charge. The last statement from XXXX XXXX did not include this fee and my XXXX payment of {$2500.00} was processed by the previous loan servicer on XX/XX/2020. After waiting more than an hour for someone to take my call, I asked the Freedom Mortgage representative ( XXXX ) to remove the fee and he stated that the fee was from the previous servicer ( XXXX XXXX ) and could not be removed. I was told that there was no way to credit the fee because it was from the previous servicer and no further attempt was made to resolve the issue. When I asked to be transferred to a supervisor, the call was disconnected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2020-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I use a bill payment from XXXX XXXX XXXX on line bank app, to make payments on my monthly mortgage payment. Since XX/XX/XXXX i never miss one single payment, but back in XX/XX/XXXX, i made a mistake of instead order a payment of {$2700.00}, i orded {$2700.00}. ( So {$70.00} short ) As soon i got know what happen with my mortgage payment, i made a payment of what was missed and called the mortgage company to explain what happened and to tell them i had fix the problem because was a personal mistake and not a short money to pay the morgage, since was less the 3 % of the total amount short and there is not sence to pay {$2700.00} and not pay {$2700.00}. The company said was fine but 3 day later they report to the Credit bureal miss payment. This report make my credit score drop 130 points. From XXXX to XXXX. I said email to the customer service to try fix my credit score but they return me a answer they couldn't fix because " contractual obligation to make a full monthly payment on the first of each month ''. So they don't considerate the fact i had paid around 97 % of my payment. I feel this company FREEDOM MORTGAGE has not loyaut to the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01752
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
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 was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/XXXX & XX/XX/2019 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, or the payment was not applied as fast as expected. I checked my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02780
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XXXX, XXXX, I contacted Freedom Mortgage. I informed them that due to a medical issue I was experiencing, I needed some help on my mortgage payments. They agreed to defer the payments for 90 days. But they did not tell me that at the of 90 days, I would be required to catch up the loan. I thought we were suspending payments for the 90 day period, and I would resume on XX/XX/XXXX with payments being current. For a period of five months, I continued to make payments but I was never able to catch the payments up. On or about XX/XX/XXXX, I contacted XXXX XXXX XXXX for assistance. They worked with my mortgage company for approval of a loan modification. I paid this company {$5000.00}. On XX/XX/XXXX, I was notified that I was not approved for a loan modification due to too much income, but I was approved for a VA modification which would raise my interest rate from 3.25 % to 3.75 %. I was quoted a payment of {$2000.00}. The letter is vague. When you review the letter, it says The P & I Payment is {$2000.00} and the Estimated Escrow is {$560.00}, but it does not give the total payment. Is the payment I am to make {$2000.00} or {$2000.00} plus {$560.00}. The letter does not specify. When I asked Freedom Mortgage how they calculated the payment, I was told they did not have to give out that information to me. I needed to either accept the payment of {$2000.00} or reject it. If I rejected it, the mortgage company would foreclose on the house. My issue is this. According to my numbers : The balance of the mortgage is {$380000.00}. There are late payments totaling {$22000.00}, interest of {$9300.00}, legal fees of {$570.00} and an escrow shortage of XXXX. The total I am coming up with is {$420000.00}. A 30 year note of {$420000.00} at 3.75 % interest amortizes at {$1900.00} per month, not {$2000.00}. There is a different of roughly {$49.00} between the numbers I am being provided by XXXX XXXX XXXX and the amount the mortgage company wants me to pay. Also, other issues are this. They claim I am {$2100.00} behind on our homeowners dues. We are current on our HOA dues. I have attached a letter from our HOA verifying this. They are showing our balance owing is {$100.00}, which is due on XX/XX/XXXX ( HOA dues are {$650.00} per year ). Also, I am a XXXX vet with a property tax exemption on our homestead. They are billing me the full rate and calculating that as part of the escrow. This number is roughly {$6100.00} per year. Our property taxes are less than {$2100.00} per year with the exemption. I am more than willing to pay our mortgage, but I also don't want to be taken advantage of. I am willing to pay what the payment comes out to be, but I also need them to be open and up front with me as to how they are calculating the payment amount. As it stands right now, the numbers they are providing to me don't calculate to the payment they are asking for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I previously advised that I am disputing the fees assessed to reinstate this loan and I am requesting a full and complete break down of the itemized fees listed in the Reinstatement Quote, to include but not limited to the Expense Advances, Late Charges, and Foreclosure Expenses. Additionally, a RESPA Qualified Written Request ( QWR ) has been mailed to Freedom Mortgage, XXXX XXXX XXXX, XXXX, IN XXXX. Freedom Mortgage has continuously added unnecessary and absorbent fees to this account. On a recorded call to your loss mitigation department on XX/XX/XXXX, XXXX ( ID # XXXX ) and requested a supervisor to discuss the account. As of today, that supervisor XXXX has yet to call me back. The same day, per my online account, you added another {$100.00} fee with no justification or explanation for what this fee is for as well as another {$15.00} property inspection fee with no valid proof or need for this fee. Additionally, considering Freedom Mortgage received an electronic payment of {$1100.00} on XX/XX/XXXX that has not been returned ( as shown in the attachment below ) your assertion above regarding the amounts due is automatically flawed. To start, this is an FHA loan and I have been unjustly denied a loan modification after requesting one through the servicer and am in the process of filling a complaint regarding this. 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. Additionally, Freedom Mortgage 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 a copy of the email in which the documents that Freedom Mortgage asserted was not received and never received her response or further contact. Finally, and most importantly, I believe they are violation of O.C.G.A. 9-13-140. 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 XXXX XXXX XXXX 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. Freedom Mortgage has not responded.
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: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am selling my home and the title company attempted to obtain a payoff from Freedom Mortgage on XX/XX/2020. No response was made with the title company ( XXXX XXXX ) reaching out again on XX/XX/2020 with the 2nd request, twice in that day. On XX/XX/XXXX, Freedom finally responded stating they were unable to move forward with the request because the signature on the auth did not match the name on the loan. ( I had gotten married since buying the house and had a name change, however the loan number and social sec number were correct on the auth ). On XX/XX/2020, XXXX XXXX resubmitted the auth again in the new name. No response from the mortgage company. On XX/XX/XXXX, the XXXX XXXX reached out again for the request stating that the closing date was set and we needed the payoff info ASAP. No response from Freedom. The title company AGAIN reached out on XX/XX/XXXX asking for a status as the closing was set for XX/XX/XXXX. Still no response. On XX/XX/XXXX, XXXX reached out to me asking if I would personally call to attempt to get the information. XXXX also called Freedom Mortgage and was told they have no other requests in their system other than when I called to personally ask for the information myself on XX/XX/XXXX. There is a documentation trail of all these requests and dates with Freedom not complying with the request. Freedom informed me that they have " 7-10 days '' to respond to anything and they are saying they will NOT give me the information until Friday XX/XX/XXXX which is 72 additional hours from when I called myself for the info. Due to the fact they are unwilling to budge on providing the information sooner, this has delayed 3 closings that were to happen concurrently. Despite asking for a supervisor, which I was never given access to, they refuse to give the information until mid-day Friday XX/XX/XXXX although the first attempt was made XX/XX/XXXX with little communication on Freedom Mortgage 's part through this entire process. This has caused a huge inconvenience for many people involved that should have not occurred due to their untimely responses and refusal to provide the information that was asked 18 days prior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am being charged for payment " reversals '' which are issues between the bank and Freedom Mortgage. Neither the bank or Freedom Mortgage can explain why these payments were reversed. In addition, for every reversal fee of {$25.00} they are tacking on a " property inspection fee '' of {$25.00} every time there is a reversal. They say this is because they send an inspector to ensure the property has not been abandoned. I was charged for 4 property inspections in the space of two months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63367
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: They gave us an incorrect payoff, did not process the refinance payoff when funds were received on XX/XX/XXXX, charged you for the interest for their mistake, held your money up over 3 weeks, will not provide evidence or documentation of money they are keeping from you, will not answer all of your questions and you still have not gotten your full amount refunded as promised from Freedom in writing. After being on the phone with Freedom Mortage customer service for OVER 90 minutes. My phone died. and I don't have the nerves left to call back and sit on hold. 75 % of the time I was on that call I was on hold mind you. 20 minutes just to have someone answer ... Talked to the lady for a bit, she left me on hold for another 20 minutes. She got back on the phone and was hostile with me. Asked for a manager and got put back on hold for 15 minutes. ANYWAY ... .HERE is what I think they are telling me whe re the numbers are ... and my concerns/comments listed. Everyone agrees I paid {$3000.00} o n XX/XX/XXXX. They say they didn't get the titles pay off until XX/XX/XXXX - even though records shows XX/XX/XXXX ... .. So they are saying due to the 'late ' payment the funding was short {$74.00} ( If that was all we were talking about, I would get over it.. ) So that leaves {$2900.00} They had held {$270.00} for FHA insurance they paid for XX/XX/XXXX, but they are sending me a check for that. ( Great that is fine ) And then we FINALLY go t a check today for {$2300.00} So that leaves {$270.00} ( Which happens to be the FHA insurance number -- So I should get paid that number back twice right?? ) In ADDITIONAL TO ALL THIS .... Our payoff letter stated : " The current Escrow balance is {$1600.00}. But Freedom mortgage is claiming I have {$0.00} in this fund. In summary, I need a breakdown of where the second {$270.00} went and the {$1600.00} in escrow ( That is a total of {$1900.00} ) Please advise ASAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84037
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The loan amount went up from the closing disclosure in an email to me on XX/XX/XXXX and closing on XX/XX/XXXX by {$5500.00}. This company should not be allowed to continue its predatory loan practices on veterans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72756
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage was transferred from XXXX ( XXXX XXXX on or about XX/XX/2020 to freedom mortgage and i was never told in advance or at all - i found out by checking XXXX 'XXXX website regarding my account information. prior to that i began the process to refinance my mortgage with XXXX XXXX. XXXX XXXX contacted and obtained a payoff amount from XXXX XXXX on XX/XX/2020 and was valid thru XX/XX/XXXX, XXXX not once did they notify XXXX XXXX that the loan was being transferred to freedom mortgage. the total transferred to XXXX XXXX was {$170000.00} which included paying off the principal of {$170000.00} ; prepaid interest thru XX/XX/XXXX of {$790.00} ; an escrow shortfall in the amount of {$1600.00} ; an expedited delivery fee of {$25.00} ; and a $ XXXX county recording fee. the total payoff amount given by XXXX XXXX was {$170000.00} which was about {$100.00} less than the amount transferred to XXXX XXXX on XX/XX/XXXX, XXXX the negative escrow amount was created by XXXX XXXX when in error they overpaid my property taxes by {$2100.00}. i have a federal confirmation number ( # XXXX ) that the wire in the amount of {$170000.00} was received by freedom mortgage on XX/XX/2020. I made numerous calls to freedom mortgage and once speaking with a supervisor, XXXX ID # XXXX, and was told he didn't know where the wired funds were or when they would be credited to my loan and pay it off. he assured me that 1 ) i would not be listed as past due ( as the loan payment was due on XX/XX/2020 ) 2 ) i would not be reported as late to the credit bureaus and 3 ) I wouldn't be charged interest after the date the wire was received by them to payoff the loan. on XX/XX/XXXX XXXX XXXX sent a second wire in the amount of {$2100.00}, the amount refunded to them by my county treasurer for the overpaid property taxes, to freedom mortgage. these funds, along with the wired funds to payoff the loan should result in a refund to me of at least the {$2100.00} of the escrow funds and approximately {$100.00} of the overpayment with the wire to payoff the entire loan amount. i spoke with a rep from freedom mortgage today and was told that they would only be refunding me {$2000.00}. I was told that they charged me an additional {$160.00} for interest ( 8 days ) from XX/XX/2020 to XX/XX/2020 when the recorded the loan to be paid off. I should not have to pay additional interest for 8 days because THEY took time to payoff my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A