Date Received: 2019-12-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/2019 I went to XXXX XXXX XXXX in XXXX XXXX XXXX to sign loan documents I was closing escrow on my first home with J.G Wentworth who is now Freedom Mortgage. When I got to the Title company I noticed on my closing cost statement that I was over charge for a appraisal fee. I paid XXXX in XXXX for an appraisal on another home in which was only in escrow a couple of days. XXXX XXXX was my loan officer she said I will not order the appraisal until your inspection is done let me know if you are not moving forward so I dont get charged. I went through the inspection and it did not pass so I emailed her and said dont order the appraisal. She said okay and the transaction was canceled she said do you want me to refund it now and I said no keep it for my next one. Please note I just moved here from XXXX and I resorted to an XXXX XXXX XXXX XXXX so I new I had to buy something now because of the cost of staying in an XXXX XXXX XXXX XXXX. So then I got in escrow again they charged me another appraisal fee and I did not even notice it until I got to escrow. When I got the disclosure from XXXX they were charging me XXXX again for another appraisal so I called XXXX and left and message that they were over charging me. XXXX never answered the call when I tried to communicate with her so I never knew what was going on because she would never have a phone conversation with me. The day I was closing escrow I moved out of my XXXX XXXX XXXX XXXX got a moving truck went to storage and loaded my truck all day. I got a call from my agent who said you need to bring in approx this amount of money to close escrow and I thought to myself gosh its XXXX more then she told me. But then I figured maybe it was a tax impound? When I got to escrow I was charged another XXXX for appraisal and XXXX for a buy down rate which I did not request. So I called her and told her I did not buy down my rate. She said she had to do it because of the value. I have never heard of anything like that before and still to this day nobody will explain it to me. They just dont answer my question why did you buy down my rate without my permission. When I called XXXX she said she had no choice to buy down my rate. I still dont understand why she didnt call me while I was in the moving truck to have a conversation about this before I got there, It was really a shock to me. when I got to escrow I had to sign the docs regardless because I was in a moving truck with my XXXX son and we had no where to go except a hotel to just cost me more money in this transaction. XXXX said they will refund me the appraisal fee and to this day I have written her several letters and her manager XXXX XXXX who just told me he would look into it and after that he just ignored me. XXXX sent me several responses that she would look into it and now she ignores me. Right when I closed escrow Freedom mortgage bought them and now I am still emailing XXXX and in one email she told me her new boss would take care of it. I emailed her again now she ignores me. How can someone just buy your rate down and not call you to tell you why they are doing it? and how can a bank just sit on your money for months. This was my first home and it was the worst experience I have ever had in a transaction. My first appraisal fee was XXXX and even know they know its mine that decided to just ignore their customer. My next step may be small claims
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Freedom Mortgage XXXX XXXX XXXX XXXX. XXXX XXXX For Information/ XXXX TX XXXX XXXX IN XXXX Notice of error XX/XX/XXXX Received notice of 100 % Tax Relief and scanned and e-mailed Freedom XX/XX/XXXX Freedom although being notified there would be no taxes due sent XXXX XX/XX/XXXX City of XXXX XXXX sent Tax bill for XX/XX/XXXX reflecting {$0.00} tax due XX/XX/XXXX Sent notification of error XX/XX/XXXX Freedom sent acknowledment on Senior 100 % exertion for XXXX XX/XX/XXXX City of XXXX XXXX acknowledged transmittal of Tax refund as follows : Check # XXXX Bulk # XXXX Amount : {$1400.00}. Although it has been 7 weeks since notification, and Freedom has monies in possession They said processes require they retain funds until XX/XX/XXXX. I am under the impression that they are taking unrequited advantage. Attached is documented with dates of everything described above
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filled bankruptcy in XXXX of XXXX. My mortgage pymts are {$2000.00} my trustee pymts are {$580.00}. XXXX of XXXX my car went into the shop and I had to pay XXXX to get it fixed which I got behind on my mortgage pymts. I receive notification from my mortgage company wanting the courts to remove the automatic stay to proceed with foreclosure on my home. Which Ive been paying every month with the exception of being short $ XXXX. My Bk attorney sent me the payment arrangements they are wanting me to pay to catch up my mortgage which included their attorney fees. Which brings it to XXXX and they are wanting me to pay {$870.00} additional to my already {$2000.00} mortgage payment and {$580.00} Bk pymt for 12 months. I told them I can afford {$500.00} amonth along with my income tax for 18months. They are threatening foreclosure. Ive been paying my full mortgage on time since XXXX. I dont want to loose my house and its not like I just totally stop paying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/19: Complainant receives email from mortgage company to reach out regarding loan, responds that credit is hurt and will not run credit at the moment, is told no credit check required and instant savings, calls and discusses with XXXX XXXX of Freedom mortgage. After call, and confirmation that no credit would be checked and no cash to close would be required, Company requests documents. XX/XX/19: Complainant receives email confirming loan has been approved and to schedule signing of loan disclosure. XX/XX/19: appointment was made with notary and Complainant was told to hold XXXX payment and XXXX and first payment would be XXXX. XX/XX/19: notary was met for signing of loan disclosure, where numbers were inflated from what was discussed. Emails state no credit check and instant savings. Loan Disclosure was processed with $XXXX added to monthly payment and a cash to close of $XXXX. Complainant called and emailed same day to discuss inflated prices. XX/XX/19: Complainant emailed and requested status of revised documentation. Also stated that there was a concern that payment was told to be held and reporting as delinquent would not be satisfactory. XX/XX/19: provided time to communicate regarding flawed processingXX/XX/19: requested second statusXX/XX/19: alert was received that Complainants credit was impacted for a reporting of past due payment, Complainant immediately paid XXXX payment, sent email to file complaintXX/XX/19: XXXX payment was made to prevent another hit to credit XX/XX/19: resent duplicate email to state payment was madeXX/XX/19: email received from VP of Ops to state issue was escalated and he submitted check to refund XXXX payment due to the errors in processingXX/XX/19: VM received to state loan was in final stages of closing and to sign soon as to have application closed by XX/XX/19 XX/XX/19: emailed VP to state VM was received but there was no longer an interest in refinancing. VP requested emails of previous Communications as to pull calls and review for discrepancies.XX/XX/XXXX email received from VP that everything was corrected on his end and that he has an offer that will be in my best interest. Complainant reviewed credit report and still saw multiple damages incurred by Freedom Mortgage. In addition, Freedom Mortgage increased total value of loan without communicating or allowing borrower to prepare or agree/accept. Email sent with screenshots and requests for action. Email copied sml.texas.gov. VP made no efforts to investigate or be proactive. Besides offer of great rates and savings on a new loan, no other effort was made on behalf of Freedom Mortgage. XX/XX/19: received correspondence to redirect complaint from government agency copied to communication to file actual report against mortgage company. XX/XX/19 Complainant received document in mail that loan was considered for hardship and to contact number listed and relay mortgage ID number. XX/XX/19 Complainant emailed VP of Ops to confirm legitimacy of referral program.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom mortgage continually threatens us that if we do not pay our property taxes and return a paid receipt to them, they will discontinue sending us an escrow check next year. This year they have given us 4 days to turn the paid receipt around to them before we forfeit or right to have a check sent to us next year. They sent us a check for {$6500.00} ( received on XX/XX/XXXX ) and our property tax bill is really {$9300.00}. In the quest to move money around and free up funds to pay the difference, we will not make the XX/XX/XXXX date. On top of this, the property tax bill is not even due until XX/XX/2020. How can they do this every year and get away with it?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53213
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had started a streamline refinance back in XX/XX/XXXX and have been rescheduled 3 times for various reasons. Everytime I have gotten a date as the date approaches who ever I e been dealing with disappears into thin air and the closing date comes and goes and I'm left with no answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Through the dates of XX/XX/2018 – XX/XX/2018 Hurricane Florence damaged our home. We had renters in the property at the time but they evacuated. Our mortgage was being paid through them but when they had to leave due to the damages in the home we could afford our payment. The morning company we are with ( Freedom Mortgage) said they were going to put us on a Mortgage Forgiveness Program due to being military and a weather disaster but they never did. We ending up going through our insurance company being able to fix the home. Because myself and the mortgage company are on the loan the check from the insurance company had to be given to the mortgage company to sign. On XX/XX/2019 the mortgage company finally released payment for the construction company but not in the full amount. They released $XXXX But that’s not the full amount. They will not release what is left (the beginning balance of check was XXXX.) we gave them every single document that was needed but once again they still won’t release check. Also they still won’t put us on a forgiveness program.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello how are you? Im having so many issues!!! Starting from getting my percentage rate wrong Changing 2 loan officers, having multiple numbers on my table wrong both times waiting for mouths to receive a response every time I called in not one seem to know anything From manager to customers services, lots confused! After all did get refinance number but not with right rate and I was so tired and mad I go head and sign it, I was told I didnt had to pay intel XXXX, I have spoken to many people from XXXX XXXX to ect ect On Friday I get an alert from my credit since Im very careful and fixed it! It drop 135 point and I was going to faded I look carefully and I see that you guys reported non payment for the mouth of XXXX! Im so mad, I wanted to talk with someone that gives me answers and correct this enormous error on your behalf, otherwise if to take action with my attorney! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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: 2019-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Closed (paid off) my FHA loan XX/XX/2019 (have an escrow account refund due within 20 business days) First Freedom Mortgage sent it to the old address so I was told I have to wait 30 days before they can reissue another check. After 31 days, I called them to reissue the check. They stated it'll take 10 days for the process. Called them 11 days later as I hadn't received my refund check. They said they didn't have the right address (even though it was already provided). They said they'll reissue, I'll have to wait 10 days again. Again, no check, called them, their notes indicate they don't have the correct address and I'll need to wait another 10 days for a reissue (correct address has been provided MULTIPLE times with reps validating it each time I called. I demanded an escalation and rapid refund to over night a check to correct this issue. Was told "policy" is 10 days. It's been 43 business days, 64 calendar days for an escrow refund which has to be refunded within 20 business days. This is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In late XXXX/early XXXX, we received a mailing from Freedom Mortgage, a company affiliated with our current mortgage holder, XXXX XXXX. The mailing stated that Freedom works with current XXXX customers to reduce their interest rate and lower their monthly payments. On or about XX/XX/XXXX, we spoke with Loan Officer XXXX XXXX. XXXX asked us some general questions ; are we married, do we own the home ; is it our primary residence, etc. He asked no questions related to the style of home we live in. We had some email correspondence clarifying some questions and concerns. XXXX clearly stated that if we started now, that we would likely close in XXXX and that instead of making my XXXX mortgage payment on the XX/XX/XXXX, we would be bring with us to closing the interest and taxes as our payment ( Exhibit 1 ). On or about that same date, XXXX sent us the Loan Estimate ( Exhibit 2 ). After reviewing the estimated documents, we entered into an agreement with Freedom to move forward with streamline refinance. After XX/XX/XXXX, XXXX never willingly contacted us again, with the exception of 2 auto-generated form emails. On XX/XX/XXXX, we received an email statement from our current mortgage company, which included the requested payoff quote ( Exhibit 3 ). As this would be a normal step in the process, we assumed that everything was moving forward accordingly. On XX/XX/XXXX, I received a call from XXXX XXXX, a Customer Advocate for Freedom Mortgage. During this call it was discovered that XXXX had provided me with wrong information. During my XX/XX/XXXX call with XXXX, he told me that I would need to provide a Utility Bill that showed my address. I disclosed to XXXX that we do not get mail delivered to our physical address ; everything goes to our PO Box . I explained the reason and XXXX said " that is not a problem - worst case we will have you send a letter explaining why you don't get mail at your physical address ''. Turns out, that was a problem. Freedom Mortgage stated that in order to proceed, I had to provide a utility bill that had my physical address as my mailing address. They would not accept a bill that showed " for service at '' and then my physical address. Ok. Fine. We worked with our utility company and made the change and sent the utility bill over. That was accepted by XXXX on XX/XX/19. I have had no additional communication with XXXX since that time ( Exhibit 4 ). On XX/XX/XXXX, I received a auto-generated form email from XXXX XXXX ( Exhibit 5 ). This email contained documents that required our signature. One of the documents was the Closing Disclosure ( Exhibit 6 ). This Closing Disclosure specifically states " This form is a statement of final loan terms and closing costs. Compare this document with your Loan Estimate. '' This Closing Disclosure stated that closing would take place on XX/XX/19, with the loan funding on XX/XX/19. On XX/XX/XXXX, in the later part of the afternoon, I received a call from XXXX XXXX ( unsure of her role -- maybe the loan processor?? ). XXXX explained that either XXXX entered the property detail incorrectly or he failed to ask the proper questions to establish what type of property we own ( we have a manufactured home on the property ). Because it is a manufactured home, they would need to reopen title, which would then require the title review and the legal department to review. This would delay the closing a few weeks. I asked if this would change the Closing Statement that I received. It was at this point that I found out that Freedom Mortgage does not consider the Closing Statement that they sent me Final, as it is not " Final '' until closing. Of course, nobody called me to explain this to me. I had the Closing Statement for almost 2 weeks before a single person reached out to me -- and they only reached out because a mistake was made. At this same time, XXXX asked XXXX XXXX to reach out to me to explain things. He called me and basically accused me of lying, as " surely he explained these things to me '', even though I had not one single personal communication from XXXX in almost a month. However, of specific mention, on XX/XX/XXXX, XXXX put in writing that the closing team should have gone over the closing disclosure information and apologizes for that they did not. Further, he admits that he did not confirm the property type with me and that he should have ( Exhibit 7 ). I have had numerous email messages with XXXX and her supervisor, XXXX. Of most importance, is the email from XXXX on XX/XX/XXXX in which she admits that Freedom Mortgage input the property type from the beginning and apologizes for the way my " file '' has been handled. Then again on XX/XX/XXXX, XXXX apologizes for for the times that I did not receive the level of service that I deserve ( Exhibit 8 ). XXXX and XXXX both assured me that the would keep me informed of the progress. However, on XX/XX/XXXX, the Title Company reached out to me asking for additional information. I had no idea that that title company had sent an email, as the email landed in my Junk Folder. Neither XXXX or XXXX attempted to contact me in any form on XX/XX/XXXX to let me know about this development ( even though they said they would keep me updated as to progress ). It took them almost 1 week before they reached out to me, wondering why I had not responded to the title company. Had they let me know to watch for an email, I would have watched for it and would have looked at my junk folder. I would not call this keeping me up-to-date or informing me of progress ( Exhibit 9 and 10 ). At this point, I have no idea if the loan will close or how much this is costing me. So far, it has cost me an additional {$900.00}. XXXX and XXXX are telling me that they can not provide me with an updated Loan Estimate, as they need me to make my XXXX house payment first ( cost : {$3000.00} ), but this is the one that XXXX said would only cost me ( {$2100.00} ). XXXX was able to get me a Loan Estimate within an hour of me stating we wanted to move forward, but it is going to take XXXX a few weeks?? I have some serious doubts ... ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A