Date Received: 2020-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have inserted an email communication below that contains the history of what happened with our Morgage company. In addition to what is below, we have since recent bank statements and more details 3 times. Each month the company either claims the statement is not sufficient to get the payment properly applied and credited even though they accepted and cashed the eCheck. I have spent more than 10 hours of time on the phone with the morgage company customer service reps. Each time I'm assured it will be resolved if I just submit my info but then the next month it all starts over with a threat letter about defaulting. Below you can read details and specifics about the initial actions. Attached please find proof of payment for loan number xxxxxxxxxxx, which is for the property at XXXX XXXX, xxxxxxxxx, VA XXXX. The loan is under my husbands name. XXXX Bank Information XXXX Bank Routing Number : XXXX Account Number : XXXX The XXXX payment was apparently sent to the wrong address using my XXXX bank bill pay services. The correction of address has been made for any upcoming payments and was successfully transmitted for the XXXX payment. After speaking to your customer service, it was requested for me to send proof of payment from my bank account for the XXXX payment that was sent to the incorrect address. Freedom Mortgage did cash the check sent by XXXX bank, but my account was not credited. Enclosed find a XXXX statement which shows the transaction cleared on XX/XX/XXXX. I am also enclosing a screen shot of the part of that statement which shows that transaction highlighted. If you need any further information, please let me know by calling me at XXXX or my husband XXXX Regards,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I started a VA streamline refinance with Freedom Mortgage. I was originally told it would take only a few weeks to close the VA refinance. The last communication I received was from their contractor that performs the title work, who said everything was good to go around XX/XX/XXXX. Since that time, there has been zero communication from Freedom Mortgage. I have reached out and spoken with my customer advocate multiple time since XX/XX/XXXX and his response is that he doesn't know what is going on with the account or what is taking so long every time I speak to him. My interest lock-in agreement expired on XX/XX/XXXX. It's been two months since this whole process has been started.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29212
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/2019 I was contacted by my mortgage company, Freedom Mortgage, where they offered me a lower VA rate if I accepted a refinance through them. They advertised that they could switch my mortgage to the new rate and by XX/XX/2019, I would be able to skip a payment and move forward with a lower rate. After months of miscommunication and lack of follow up by Freedom Mortgage they blamed the VA for the process taking so long and said they didn't have the proper documents to prove my service ( even though I already had a VA loan through their company. ) Finally, I was able to schedule a closing in XXXX. Freedom Mortgage cancelled the XXXX closing without notifying me. I then rescheduled in XXXX, where they cancelled again without justification or notification. The VA rate that Freedom Mortgage gave me is higher than the average VA rating with other mortgage companies. They only contacted me to keep my business, knowing that their rates are higher and are now dragging me through this process in order to prevent me to refinance with another company. This is an unfair and deceptive trade practice and is causing me and my pregnant wife much aggravation and stress. It has taken them over 5 months and they still are unable or unwilling to close on my refinance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX of XXXX XXXX XXXX faxed proof of homeowner 's insurance to Freedom Mortgage. For some reason, Freedom Mortgage took it upon themselves to issue a forced homeowner 's insurance policy on our house on XX/XX/XXXX even though proof of insurance had been provided. An escrow account of {$1400.00} was erroneously placed on our mortgage without our knowledge. On XX/XX/XXXX, Freedom Mortgage realized the mistake ; however the wrong amount ( {$1100.00} ) was refunded to the escrow account. This incorrectly left a balance of {$230.00} on our mortgage account of which we knew nothing about. This led to late fees being assessed and then to the eventual erroneous credit reporting of 30 days past due notification that showed up on both my and my mother 's credit reports on XX/XX/XXXX. We have NEVER had a late payment on our mortgage. We have paid our mortgage payment on time since XXXX! The forced homeowner 's insurance policy should NEVER have been placed on our house in the first place. We have had continuous homeowner 's insurance on our house since XXXX! There has NEVER been a lapse in coverage. On XX/XX/XXXX, XXXX from XXXX XXXX XXXX emailed Freedom Mortgage proof yet again that we had CONTINUOUS homeowner 's insurance on this home in XXXX. The forced homeowner 's insurance policy led to a balance being placed on our mortgage that should have NEVER been there. This then led to late fees being assessed and then to the eventual erroneous credit reporting of 30 days past due notification on XX/XX/XXXX. Both my mom 's and my FICO scores have dropped more than 90 points since this incorrect reporting! My mother is the primary on this mortgage account. My mother is XXXX XXXX XXXX and still works full-time. She recently battled XXXX XXXX. My mother was so stressed out and shocked about the erroneous credit reporting that she immediately called Freedom Mortgage on XX/XX/XXXX. My mother was at work that day and spent HOURS on the phone with Freedom Mortgage. Freedom Mortgage demanded that she pay {$380.00} to clear this problem up. My mother knew that we owed them NOTHING, but she was so panicked about the erroneous credit reporting that she paid whatever amount they told her to pay. This is COMPLETELY unbelievable. Instead of figuring out what the problem was, Freedom Mortgage continued to make the problem worse. Of course the problem still hasn't been corrected even though my mother and I have continued to contact Freedom Mortgage on XX/XX/XXXX ; XX/XX/XXXX and XX/XX/XXXX. Freedom Mortgage issued one check on XX/XX/XXXX in the amount of {$110.00} as a refund for the fees that they incorrectly collected from my mother on XX/XX/XXXX. Freedom Mortgage has acknowledged that they incorrectly charged us {$380.00}. Okay so when will Freedom Mortgage issue the rest of the money ( {$290.00} ) that they incorrectly collected from my mother on XX/XX/XXXX? As the secondary on the account, I was NEVER contacted by Freedom Mortgage. Freedom Mortgage has my email address and phone number, but there was never ANY attempt to contact me regarding this matter. The first that I knew of any problems was when I got an alert from my credit reporting surveillance on XX/XX/XXXX. I find it interesting that Freedom Mortgage has no difficulty contacting the credit bureaus to erroneously mark my account delinquent, but they can't simply send me an email to let me know that there is a problem. There is NO excuse for this lack of contact on Freedom Mortgage 's part. What is the point of being a secondary, if I'm NEVER contacted? It is ABUNDANTLY clear that Freedom Mortgage has made MULTIPLE mistakes on our mortgage. Why are we the ones to suffer the consequences of THEIR mistakes? We need this erroneous credit reporting of 30 days past due to be IMMEDIATELY removed from our credit reports. Freedom Mortgage needs to IMMEDIATELY issue us a refund in the amount of {$290.00} for amounts that they erroneously collected from my mother on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back on XX/XX/XXXX both me and my wife had health issues that sent both to the hospital without health insurance the situation squeezed our saving and a CD with XXXX tha we had, we continuing strangling and by XX/XX/XXXX, we couldn't make no more payment on our mortgage, now we are trying to go back on track since I get a job and my wife is working in our company which it's doing better since XX/XX/XXXX, we don't want to lose our home, for that reason we would like to have the opportunity to re-start the payment and see if we could get any options with the mortgage company for it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the 2nd time, JGW has reported a deliquency on my credit report due to the fact they did not post my 1st payment to the correct account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18052
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I had a severe home leak that necessitated receiving a large insurance check. Since that date, over the past three months I have promptly uploaded and scheduled everything that my mortgage company requested through their partner insuanceclaimcheck.com. Since that time, I have submitted the same form multiple times ( W-9 ) and it has either not uploaded, I have been told the form is too dark, or that the business type is wrong. At this point, no rep can give me a straight answer as to why they will not accept the final form and cut me my final check. This company is now forcefully holding {$23000.00} under the guise that there is something more I need to do ; that they will not tell me. All repairs have been completed and an inspection from their company shows as much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91941
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a customer of Freedom Mortgage for almost 10 years now. Always paying my mortgage on time and independently escrowing for my property taxes. Then the errors by Freedom Mortgage began : In late 2018, Freedom Mortgage erroneously paid my 2018 property taxes claiming that they were delinquent. Property taxes arent due until XXXX of the following year ( see attached ) I contacted Freedom Mortgage in late 2018 to discuss this and was transferred to the Tax Department. The Tax Department claimed in late 2018 that my taxes were indeed delinquent and paid my 2018 property taxes for that reason. Explaining this over and over and over again, including with a supervisor, I was unable to get anywhere with this even after faxing over my tax bill attached. Then with that payment, Freedom Mortgage began to ESCROW for future taxes on my account. This was an erroneous next step seeing that my 2018 or any prior years taxes have never been delinquent. I have continued to pay my monthly mortgage payments of {$1500.00} and have been independently escrowing my property taxes. I contacted Freedom Mortgage several times, sent in an email with proof to the customer care email as prescribed by the customer service person over the phone ( never getting a response to ) In this email, I asked to remit payment for the 2018 taxes and get ESCROW removed from my account No response from Freedom Mortgage After getting a dedicated teller, I still have never talked to the actual teller assigned to my account. All of this time, Freedom Mortgage has never gotten someone to see the error they made and have continued to charge me erroneous fees and have continued to erroneously ESCROW my property taxes ( accruing fees on that ). They say I owe them over {$16000.00} when I have NEVER missed a Principal and Intersest payment in 10 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53045
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am working with Freedom Mortgage ( Corp NMLS # XXXX ) on a refinance which started last month XX/XX/2019, and was supposed to close XX/XX/2019. Today is XX/XX/2019 and we have not closed. Freedom Mortgage will not respond to my requests as to why the loan hasnt closed. They have claimed that the loan is in condo review, but my commercial insurance company that insures the HOA ( that I own ) has sent them all of the disclosures, policy info, and questionnaires they have requested. I have also sent them all of my private home owners insurance info. It appears they have just decided they dont want to close the loan and are discriminating against me. I am not sure why as they wont indicate anything to me and will not return my requests for a status update. The rate lock we have is going to expire and I am not sure if I need to make my payment this month. I have No indication of the status and whether they Intend to close the loan or not. They wont communicate what is happening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage allowed two escrow payment deductions from my account for annual property taxes. I worked diligently with the local county government to have this corrected and to have a refund check issued. The refund check has not been credited back to my account and I have sent communications to Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A