Date Received: 2020-02-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has sent out loan modification paperwork to me multiple times. I don't get them until the deadline to file is past. The last packet was dated XX/XX/XXXX and application deadline of XX/XX/XXXX, but it did not get to me until XX/XX/XXXX. I still send the information back to them, but I never get a response that states whether the modification was approved or denied. Also during the foreclosure process the stopped taking payments. The last payment was made in XX/XX/XXXX, the XXXX payment came back as insufficient funds, yet the funds are still sitting in my bank account. They also have kept sending me the monthly statements which shows the total reinstatement amount due. But they said they won't take that amount, the attorney at XXXX XXXX has to take the payment. XXXX XXXX states that their only fee is the filing amount, but the difference between the statement amount and the amount from XXXX XXXX is {$2000.00}. Please help, they could care less about helping people and just want to take their homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95610
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Corp. is refusing to provide payoff statements for customers to pay off their mortgage. When payoff statements are requested, even through multiple channels, they are ignored indefinitely. This is a repeated and ongoing issue with this company. Upon making a follow up call to customer service, they state that there is a turn time of 3 business days, even when the request was first placed longer than 3 business days prior. They refuse any sort of remedy, refuse to allow the caller to speak with a supervisor, and continue to walk the customer in circles. There isn't any sort of customer service, it is merely a way of dismissing anything that might be an inconvenience to their staff. It should also be noted that this company has a large number of CFPB complaints.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07712
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mother and father ( XXXX veteran ) refinanced their home mortgage around XX/XX/XXXX with a lending company called Freedom Mortgage. Initially, their monthly payment was low, but after 5 months the lending company did an escrow analysis and increased their monthly payment by around {$1000.00} / month. This drastic increase created financial hardship for my parents ; consequently, my dad reached out to Freedom Mortgage to inquire about how to bring down his monthly payment again, and they recommended another refinance. They estimated the refinance with a lower interest rate, but again they incorrectly calculated the escrow amount using incorrect tax information ( their estimate is too low ). The incorrect tax information is included in the attached Closing Disclosure which I received on XX/XX/XXXX from my father. After detecting the error, I proceeded to email Freedom Mortgage to revise the Closing Disclosure to reflect the accurate numbers. This is important because it creates a realistic estimate of what the monthly payment ( P & I + escrow ) to Freedom Mortgage would be. To be very clear, the inaccurate Closing Disclosure from Freedom Mortgage shows a monthly payment that is about {$900.00} LESS than what it should be if the escrow payments are correct. That is, the same issue will occur in a few months when Freedom Mortgage recalculates the escrow balance, and significantly increases the monthly payment to cover the shortfall in escrow. In spite of supplying accurate tax document information so that Freedom Mortgage could correct the Closing Disclosure, Freedom Mortgage REFUSED to change it until " a closing was scheduled '' and closing could be cancelled if need be after that point. This is an unacceptable approach and ultimately results in a type of bait and switch. A borrower is less likely to step away from a closing that is already scheduled than to not even schedule one if the terms are not favorable. My parents have withdrawn their loan application to Freedom Mortgage and are seeking relief elsewhere. Freedom Mortgage is suspected of knowingly luring borrowers into more and more refinances with initially low monthly payments, thereby increasing their loan revenue ( notice how the refinance costs and prior unpaid escrow balance are rolled into the new loan ), and then substantially increasing their escrow balances at a time when Freedom Mortgage must recoup the funds to cover the escrow deficits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77845
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home on XX/XX/XXXX. My loan with Freedom Mortgage was paid off in full on November 5, 2019. I have not received my escrow refund of {$2100.00} yet, and it has been almost three months. I have tried resolving this issue with the company several times. I was initially told that my mail was being returned undeliverable. I contacted my local post office and was told that this was not true. I received mail every day to the same address Freedom Mortgage had on file without issue. Freedom Mortgage never provided me with any proof that a check was ever mailed out or returned undeliverable. I then provided Freedom Mortgage with a different address to send the check to and I was told that I would receive it within 7-10 business days. I have not received anything. I spoke with a supervisor again today ( XX/XX/XXXX ) and was told that it still had not been mailed out but it would be and they would try to put a tracking number on the package. Each time I call I receive a different answer as to when I should be receiving my refund. The customer service representatives have been extremely rude and unhelpful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is a follow up to complaint XXXX-XXXX, which was responded to by XXXX XXXX XXXX. XXXX XXXX XXXX responded they do not own or service my mortgage and directed me back to JG Wentworth. At the advice of your representatives, I am now filing two additional complaints ( the first one was filed moments ago against JG Wentworth, complaint XXXX-XXXX ). Until XX/XX/XXXX, my loan was being serviced by XXXX. I received a letter from XXXX dated XX/XX/XXXX ( see attached ) stating as of XX/XX/XXXX our loan would transfer to J.G. Wentworth Home Lending and I would receive information directly from them about the processing of my mortgage payments. As of XX/XX/XXXX I had not heard from J.G. Wentworth. I began calling their offices, citing the letter from XXXX. On or about XX/XX/XXXX I was escalated to a supervisor who informed me that my loan was sold again ( before any processing at J.G. Wentworth ) to XXXX XXXX XXXX and I would receive additional information from them. On or about XX/XX/XXXX I began calling XXXX XXXX XXXX to locate my mortgage loan. I was advised repeatedly they would send a letter. I called XXXX XXXX XXXX weekly, seeking information on where to send my payment or how to proceed. I was told they did not have the loan and not to worry, there would be no late fees or issues once they did have the loan. On or about XX/XX/XXXX I received a letter from XXXX XXXX XXXX ( see attached ) acknowledging my mortgage and providing an old loan number as well as a new loan number. The letter stated XXXX XXXX XXXX would begin subservice on my mortgage under contractual agreement on XX/XX/XXXX. I called them and was advised it would take 10 business days for the loan to be entered. They provided a website I could check and that would allow me to set up my online account. I was also advised no payments were due at the time because they were unable to process them and I was still covered under the transfer window. I called XXXX XXXX XXXX 9 times between XX/XX/XXXX and XX/XX/XXXX, spoke to three supervisors ( two of which escalated and someone was suppose to call me back in 24 hours ), and checked the website at least 3 times a week. My last call was to a supervisor who advised she couldnt understand what was going on. On or about XX/XX/XXXX I submitted a complaint against XXXX XXXX XXXX with the Consumer Finance Protection Bureau. I then received a letter dated XX/XX/XXXX ( see attached ) retracting their previous letter of XX/XX/XXXX and advising my current loan servicer is J.G.Wentworth. On XX/XX/XXXX, I called the CFPB and received additional counseling to contact MERS Servicer ID to locate the servicer information listed for my loan ( see attached ). Per that system, XXXX XXXX XXXX is listed as the servicer ( and is still listed as of the date of preparing this complaint ). On XX/XX/XXXX, I called the number listed on the registration and was directed to XXXX, the Servicing Manager of XXXX XXXX XXXX. I was informed he was aware of my situation and that XXXX XXXX XXXX was in the process of requiring the necessary information from JG Wentworth for the servicing of my loan. I was advised he hoped for this to be completed by the end of that week, but we would touch base on or about XX/XX/XXXX to check on the progress. On XX/XX/XXXX I called XXXX back and was advised they did not have the loan and from the information he had, the loan would be serviced by Freedom Mortgage. He also provided me with the phone number for Freedom Mortgage. He advised if he received any more information he would contact me and let me know. On XX/XX/XXXX I received letter from XXXX XXXX XXXX in direct response to my CFPB complaint ( see attached ). They again state JG Wentworth is the current servicer of my loan. With the number XXXX provided, I called Freedom mortgage and spoke to XXXX ( ID XXXX ). She searched via my SSN and the property address and could not locate my loan. I then called JG Wentworth twice - both times I was advised that despite the letter, they do not have a home mortgage department and all inquiries should be directed to Freedom Mortgage. On or about XX/XX/XXXX I received a letter from XXXX XXXX, Escalations Analyst at XXXX XXXX XXXX ( see attached ). This letter again directed me to contact JG Wentworth at another number listed from the one I had located in previous notices. This line rings directly to a voicemail box. I left a message on XX/XX/XXXX and again on XX/XX/XXXX I have not received any response back. To date ( despite paying into the escrow to cover these charges ) I have had to pay my house insurance premium and my property taxes totaling {$2100.00} out of pocket. My mortgage has now not been paid in 4 months because the account can not be located. The only lien listed with our county tax accessors office is held by JG Wentworth ( if they continue to deny owning the loan, I would like for them to release the lien to my property ). I have checked my credit number times, only two mortgages appear one account from JG Wentworth and a corresponding account with XXXX. Both of those accounts show as paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was aware that I'd fallen behind 1 month on the mortgage but was not aware that I had somehow fallen 2 months behind. I received the statement at the beginning of XX/XX/XXXX telling me that I owed two months worth of payments Plus {$500.00} in late fees and additional {$200.00} in miscellaneous charges. I get paid every other week so my mortgage is always late because I don't make enough money to pay my mortgage by the XX/XX/XXXXto avoid the late fee of {$29.00}. I've been sending an additional {$100.00} per month for the last 12 months to cover any late fees and miscellaneous fees due to the check being late every month. the total amount in late fees that I paid as stated on my checks that I sent them with my statement due was {$830.00}. I received three separate bills from them 3 days apart for three different amounts of what I was supposed to pay to avoid foreclosure on my home. I borrowed money from a relative to pay the highest amount which was {$2900.00}. I've encountered an issue with Freedom Mortgage before where they get my check on time for the mortgage payment but they hold it until after the last date possible to cash it and then impose a late fee on me. So to save our home I paid {$25.00} to have the payment sent overnight mail certified signature required. It was received on 1/23/2020 and all them my mortgage account shows the payment was received today 1/27/2020, they still have not cashed it. I also sent me this payment copies of the three separate bills they sent me three days apart showing three different amounts and a statement showing my check number the month mailed and the amount and how much was paid in late charges with each check that I sent in. I also inquired why they were charging into their {$500.00} in past owed late charges in addition to another {$200.00} in fees. You can't get ahold of anybody by the phone didn't respond to you in the shuffle you around until you finally get someone who just hangs up on you. When reviewing my online account today with them and they charged me {$20.00} six separate times. In one day with no explanation. I want to know where the {$830.00} I sent over the last 12 months and late fees went and where the other {$700.00} in late fees and miscellaneous charges is going. They are misusing my hard-earned money to pay my mortgage. I just mail XX/XX/XXXX payment today. But I mailed in two separate checks. one is for the mortgage payment and the second check is for {$29.00} which is the late fee and specifically stated my reasoning for two separate checks because they are misusing my funds when I mail them a check. I'm trying to save up {$1100.00} so I can go online on the XX/XX/XXXX of each month and pay the mortgage timely without having to worry about the misusing my funds. However this is been an issue every XX/XX/XXXX or XX/XX/XXXX for the last three years with this Mortgage company. I want my mortgage sold to a different finance institution who won't abuse my mortgage loan and threaten to foreclose on my home when I'm making payments on my mortgage every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92583
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, FREEDOM MORTGAGE sent us a letter to reduce our percentage rate. so we agreed to do this in XXXX we signed paperwork and got the copy that in XXXX they tried to withdraw money from my account but payment was not due till XXXX. they owed us XXXX in overdraft. when i called to find out what was going on they said we owed over XXXX dollars for taxes and the old loan was not closed because they miscalculated the payment and was short. They are trying to have us pay they shortage and have not closed the old mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX JG Wentworth transferred my mortgage to Freedom Mortgage. I was out of the Country until XX/XX/XXXX and had not seen the notice. My automatic bill payment sent my XXXX payment to JG Wentworth on XX/XX/XXXX. I called Freedom Mortgage on XX/XX/XXXX to inform them of the mistake and spoke to their Customer Service Agent XXXX who told me not to worry about it that they would eventually get the payment from JGW. Since then I sent my payments to Freedom and they cashed my checks for my payment amount of {$1100.00} on XXXX and XX/XX/XXXX. They have been sending me late notices so I called them and they said they never received the XXXX payment and that I needed to call JGW. I called JGW on XX/XX/XXXX and they told me that on XX/XX/XXXX they sent my XXXX payment in the amount of {$1100.00} to Freedom Mortgage. The JGW agent XXXX ( id # XXXX ) confirmed the check # XXXX and XXXX tracking # XXXX. I sent this information to Freedom Mortgage and yet they continue to call me ( 3 times in the last 2 days ) to demand payment. My Freedom loan # is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Set monthly payment up on bi-weekly for {$650.00} and after the first of the year my escrow amount increased. Instead of the company notifying me of the increase of escrow and change in payment, they automatically changed the payment amount drafted out of my checking account. I already paid an extra {$20.00} towards principal each payment and they increased the amount withdrawn out of my account anyways. It should be against the law for them to change the amount drafted without getting permission from the account holder first. Thank you for your help with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2020-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for a repayment plan in XX/XX/XXXX. I became unemployed after the repayment plan was approved and was instructed by a supervisor to write a letter stating that I would like to be considered for the unemployment plan instead of the repayment plan. The supervisor never told me that if I wrote that letter for unemployment that the repayment plan would no longer exist for me. I was denied for the unemployment plan due to me not living in my home which the supervisor did not explain to me either. You have to live in the home to qualify for certain programs with this mortgage company. I spoke with a supervisor on XX/XX/XXXX and her name is XXXX - ID # XXXX. She told me that she was going to send a note to the underwriters to add the repayment plan back to my account. I called the mortgage company on XX/XX/XXXX to follow up and make sure that the repayment plan was back on my account. The repayment plan was added back on that afternoon and I spoke to a SPOC representative by the name of XXXX ID # XXXX and she put in a request for that information to be emailed to me. I received a call on XX/XX/XXXX from a representative of Freedom Mortgage and he said the call was to follow up with me to let me know that the email was being sent to me regarding the repayment plan being back on my account. This morning, XX/XX/XXXX, I received a call again from Freedom Mortgage instructing me that there was not a repayment plan in my account and I would need to submit a new packet for modification. I asked to speak to a supervisor which ended up being the same supervisor XXXX that I spoke with last week. She also stated that the payment plan was not active on my account and again, she would send a note to underwriting for verification. This process has been very confusing to me and I need help on how to resolve this issue before my home is placed in foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A