Date Received: 2020-02-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage requested for XXXX XXXX complete a Loan Modification package. The package was submitted early XXXX. I received mutiple phone calls daily requesting the same documentation that I previously submitted twice before. The customer service rep is telling me that the underwriter is stated these documents are missing however I have emails from Freedom that they have all the documents needed and I should hear from someone within a week. A week later I am hearing from Freedom that they documents are previously sent are still missing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11520
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I have been trying to refinance and pull cash out. The loan to value is low We are using my VA benefit. We have had the inspection and there are several small items, primarily peeling exterior paint on molding around garage doors and windows. I contacted the VA and was told due to weather the VA would give them a waiver. My lender Freedom Mortgage, who currently has our mortgage, would not request the waiver but instead want to do an escrow holdback for {$1300.00}. My fear is that I can not get the paint complete due to weather ( I am in the XXXX in XXXX XXXX within in their timeframe which I am sure will include fees. I feel the company is putting an additional barrier up for me to use my VA benefit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 634XX
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up to my complaint XXXX. Given Freedom Mortgage has not replied other than to have someone named " XXXX '' call me from phone # XXXX and leave me a call back # XXXX which is a fireworks company in XXXX IN. I am submitting the document I sent them today ( for the 3rd time ) showing that their harassment of me is completely unfounded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a fixed rate, 30 year mortgage on my house. This loan was previously with XXXX XXXX but was sold to Freedom Mortgage a year or more ago ( not sure about when, exactly ). For various reasons, I like to make my mortgage payments ahead of time. There are good tax reasons for doing this, budgeting reasons, and I believe I even save a little bit of money when I make payments ahead of time. Freedom Mortgage will not allow me to do so. The only reason they'll give me is " It's not due yet. '' My next payment is due XX/XX/2020 and I've made several attempts to make that payment online ( which is how I make all my payments ), but their site will only let me make an additional principal-only payment, and not the regular payment due XXXX. In the past, when I've sent a check via U.S. mail before the due date, despite my including the bill and having the payment be the exact amount, to the penny, of the regular monthly payment due, the total amount of my check has been applied to principal which has meant I've had to call and get things straightened out and applied to an upcoming due date. With difficulty ( it sometimes takes two weeks for them to correctly credit my account ). For my own budgeting reasons ( and sometimes tax purposes ), I would like to be able to make my payments early. I can not see any reason that I should not be allowed to do this. My guess is Freedom Mortgage doesn't want to lose a penny of interest because I've paid early and avoided a few days or weeks of accumulating interest. When this loan was held by XXXX XXXX I often paid six to eight months ahead without a problem ( so I assume it's not against any law to pay early ). Can you help with this? Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent my XXXX payment on the XXXX and on the XXXX of XXXX I was notified that Freedom Mortgage did not receive the payment. I went to my bank and filled out paperwork and they verify that the check was never cashed. I had another reissued and sent it. Within that time, it went past 30 days and they reported it to XXXX XXXX and XXXX which resulted in a drop of 70 points on my fica score. They also sent a letter notifying me that I have been appointed a single point of contact????? They also said that I was behind 2 payments which was not the case. I called on XX/XX/20 and the recording said my next payment due is XX/XX/20. Three things took place ; a lost check resulted in the situation I m now in ; my original check was sent on time but because it was lost I now have a delinquent hit on my credit report resulting in a 70 point drop! The letters sent are for someone experiencing difficulties with paying their mortgage which I AM NOT! My payment history with all debt before this was on time and no problems. This was taken too far and for reasons that benefit Freedom Mortgage only! If I have another issue I understand that they can increase my interest rate by a point????? The drop in my fica score in extremely unfair and not warranted. The XXXX and XXXX XXXX needs to come off. I have records of discussions with Freedom
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was in good standing until it was sold in XXXX last year to Freedom Mortgage. I was not notified of the sale, and had to spend most of the month trying to arrange a payment..so I started off behind. There was no grace period. As I began making payments, Freedom started reporting payment " reversals '' on my account. They charged a fee each time, and said the payments were reversed by XXXX XXXX XXXX. However, my XXXX XXXX XXXX account shows no reversals, and I was not charged a fee by them. Nor were the funds returned to my account. In XXXX, I made two payments to catch up for the missed XXXX payment. But Freedom only gave me credit for one of those payments, they list the other as a reversal.Between late charges and reversal fees, they now show my account as delinquent, and even though they do not report my on-time payments or my even having a mortgage to the credit agencies for my benefit, they reported the delinquency and my score dropped over 100 points.
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: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/2019 freedom mortgage reached out to me about refinancing my home, I was a little hesitant but went on with the process. Now here it is the end of XXXX and we still haven't closed, although I have received at least 4 calls/texts/emails saying it's time to close, but when I call back there is another stipulation. I was told SEVERAL times we wouldn't have to make a payment on our current mortgage since they were gon na be paying it off, but then they came back and said we couldn't move forward until XXXX payment was made, at this time a late fee was applied, they promised to have it removed, its still not removed. After being promised if we paid the XXXX payment we would move forward, we still haven't. I have now had to pay XXXX payment. No one will return my calls or emails at this point. Several weeks ago I was told my case was being expedited, not sure what that word means to them, but a month later and still no response is unacceptable! Having to come up with 2 payments I was previously told not to worry about has put a major strain in my life and no one there seems to care about their negligence. Makes me wonder if this is even a legit company!
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: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX on XX/XX/XXXX sent notice they were transferring my loan To A Freedom Mortage. And By law they must notify Me who they are within 15 days with the Loan no. And where to send the payments to. I heard nothing from them Until today XX/XX/2020, stating I am Past due on my XXXX XXXXpayment. ( I never been past due on any Payment, I even pay an extra {$1000.00} a month to pay my 30 loan off in less than 7 years. ) I called and spoken to 2 reps, saying they didn't have to notify me within that time period.I received the notice 17days past the due date and that was legal. They will not modify the date because I should have paid it on the first. ( Without any information about my loan, Loan no. or where to or how to pay it. )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44313
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, there has been an error is processing my payment. I scheduled my payment for XX/XX/XXXX. My account with you is extremely important to me. I have always paid on time and have perfect credit history with all my creditors. Unfortunately, my last payment for the month of XXXX was not processed as it should have been. I made this payment before leaving on vacation for several weeks using the prefilled information for online payments as I have every month since XXXX. In XXXX, after returning from my vacation, I received a letter stating my payment had not been made. This letter was dated XX/XX/XXXX ( received well after XX/XX/XXXX in the mail ). I was not notified prior to the payment going over 30 days past due based on the processing error as the payment was due for XXXX. I promptly called Freedom mortgage on XX/XX/XXXX ( the day I got the letter ) at XXXX XXXX eastern to inquire on the matter and to satisfy both the XXXX and XXXX ( just billed ) payment. During this phone call I was not provided with details with why my payment did not go through, but was told I would be called back by a supervisor. at XXXX XXXX on XX/XX/XXXX, I called again, as I had not received the call back from a supervisor. I was then told it would be 48 hours before a supervisor would call me back. I was told it was my fault the payment did not go through and that " you should be monitoring your own account to make sure your payments go through. '' As of the date of my first letter to Freedom Mortgage on XX/XX/XXXX, I still had not received a call back from a supervisor. I believe this matter has been handled poorly. I have been a timely paying customer for several years and have no history of neglecting my bills. I have sent several letters to Freedom Mortgage in an attempt to resolve this matter, but with no proper investigation done. An error in their payment processing caused the past due payment. None of my account information had changed. There was nothing wrong with the payment information input on my end. Please see the attached payment confirmation screen shot as well as proof of the calls I made to Freedom Mortgage. I have also attached my bank statement showing the funds were available in my bank account at the time the transfer was to take place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98682
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The State of Virginia offers property tax exemption for XXXX XXXX XXXX and XXXX XXXX veterans. I have provided my mortgage company with the required documents as well as additional requested documents that include a sealed and certified letter from the state that verifies my exemption status. I have called Freedom Mortgage multiple times to have them fix the situation but they continue to request additional documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A