Date Received: 2019-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have documentation that proves all of the following details here. I contacted Freedom to remove the private mortgage insurance (PMI) from my loan. Freedom sent me correspondence with details on how to remove it dated XX/XX/2019. Freedom Mortgage also contacted me to refinance my loan in XX/XX/2019. So I purchased a $XXXX appraisal from Freedom to start the process, which Freedom also said applied to PMI removal and which Freedom received on XX/XX/2019. According to the appraisal, my new home value of $XXXX qualified me to have my private mortgage insurance (PMI) removed. My loan-to-value (LTV) ratio was now less than 80%. I did substantial renovations since my purchase and did not receive funds to renovate in my original loan, etc., meeting all of Freedom's terms to remove the PMI. And the broker said that Freedom would now automatically remove my PMI. That didn't happen. My appraisal processed with Freedom on XX/XX/2019. And when I called to ask why my PMI hadn't been removed on my next statement in late XX/XX/2019, a Freedom agent said that the appraisal was good for 90 days and that she would ensure that the "escrow department" processed it to remove the PMI. That didn't happen. I followed up various times in late XXXX and early XX/XX/2019, with each manager (Ambassador) ensuring that he/she would have Freedom process my PMI removal request based on my XX/XX/2019, appraisal. During that time period, I also received several pieces of mail correspondence from Freedom with letter dates of XX/XX/2019, stating that I had to follow a new process. This new process required that I get a $XXXX broker's price opinion (BPO) instead of an appraisal, that I had to sign a form and send Freedom a physical check for $XXXX, and that the BPO needed to process within 30 days of the date on the letter, which was XX/XX/2019. Freedom also had new conditions, which I still met. My LTV ratio was less than 78%, I did substantial renovations since my initial purchase, my loan did not include funds for renovation, I have never had a late payment, and my loan was more than two years old. BUT I received the XX/XX/2019, letter with the new conditions on XX/XX/2019, about 1.5 weeks AFTER the date on the letter, which would have left me only 2.5 weeks to do the BPO and have Freedom process it. I called again in early XX/XX/2019. Freedom again ensured that it would process my appraisal. That again didn't happen. Freedom then sent ANOTHER letter with a XX/XX/2019, date, which I didn't receive until XX/XX/2019, stating that I had to go through ANOTHER new process. This time, my LTV ratio had to be less than 65% based on a BPO, along with the other aforementioned conditions (e.g., loan being more than two years old, no late payments). According to this new process, I now did NOT meet the conditions to remove my PMI based on my appraisal.Basically, within several months, Freedom changed its PMI removal process three times to prevent me from removing my PMI. And they didn't follow up with me by phone, despite saying that they would each time I called. I have since filed a complaint with the XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began working on a VA interest rate reduction refinance loan with Freedom Mortgage who is also my current lender. When we reached the time to began closing the loan I noticed the payment would be {$100.00} higher than my current mortgage. The lender stated it was due to the adding requirements for flood insurance. I currently have insurance without flood insurance from the origination of the loan. It was reviewed at that time flood insurance was not required. I let the lender know this is not what we agreed to and to cancel the loan. He checked with his Vice President of Freedom Mortgage who argues that I need to take it up with FEMA. The attached document clearly states flood insurance is not required in my area and this document was provided by the mortgage company. I also have a map of my location and an email from the city engineer who have validated that we are not required to have flood insurance. I have attached my conversations with the loan specialist, what the VP said, the maps provided. Hi XXXX, Mayor XXXX talked to me about the issues you were having regarding potential flood insurance, and asked me to look into it further. I pulled the official FEMA floodplain map for your address, which is attached. This map shows that your property is located in XXXX XXXX XXXX, which is not a Special Flood Hazard Area ( SFHA ). All land is given some sort of designation, which can be confusing. The determining factor should be if a property is located in a SFHA, as mentioned is section D of the flood insurance certificate they provided you. Feel free to give me a call to discuss further. Thanks, XXXX XXXX, XXXX XXXX XXXX XXXX/City Engineer City of XXXX XXXX Direct : XXXX | XXXX General : XXXX | XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, MN XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55016
Submitted Via: Web
Date Sent: 2019-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/2019 my mortgage company, XXXX XXXX sold my Mortgage to Freedom Mortgage. We received a notice on XX/XX/XXXX to make our XX/XX/XXXX payment to our new mortgage co - Freedom. Due to the late notice our XX/XX/XXXX payment had already been sent to the prior mortgage company. On XX/XX/XXXX we received a letter from Freedom Mortgage that we were delinquent and now owed for XX/XX/XXXX and upcoming XX/XX/XXXX payment. At that time we made 2 additional payments electronically through our bank to Freedom. One for {$1600.00} and another for {$1600.00}. I have called Freedom Mortgage on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to follow up and I keep getting the run around with them saying they don't have my payments. On the last 3 dates that I called I have uploaded proof of electronic payment which includes a confirmation number that they received it. This makes a total of 3 payments that I have provided proof of receipt and they will not acknowledge any and to make matters worse, in a couple of weeks this is going to report on my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98802
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a notice from Freedom Mortgage XXXX that my monthly payment would increase by XXXX. When i received this, I made a call to them to let them know thi was a mistake. I have 4 parcels i pay taxes on, I sent them all 4 tax bills, which showed my payment should increase by XXXX. I spent 58 minutes on the phone with them and they told me this would be resolve in about 2-3 weeks, i spoke to XXXX ID # XXXX in the tax department. We discovered that there was a transposed # on parcel ID # XXXX ( accurate # ) They had XXXX whis is someone elses tax bill and XXXX more a month than the correct one On XXXX i spoke with customer care XXXX who informed me the issue would be resolved by XX/XX/XXXX this call was only 14 minutes long On XXXX I called again as i could see on my online account, this was still inaccurate, i refuse to pay XXXX out of my Christmas funds for a bill that is incorrect. I spent 52 minutes on the phone with XXXX who said she is a supervisor in the escalation dept. She informed me the research for this was done with the town and they have accurate tax information. Unfortunately, this is not true. She reviewed the tax bills in their system I had sent previously and said she would open a new research on this, that it would take 2 days and a manager would call me back. SHe said XXXX was the person she was giving my name to for a return call to me to let me know this was resolved. I never received a call. On XXXX, i still had not reeceived a call back, so i called again, i spoke with XXXX, who put me on hold for 14 minutes when i asked to speak to a suprivisor. I then spoke with XXXX ID # XXXX, after 15 minutes or so, she informed me this was their error and would be resolved by XX/XX/XXXX. I am hoping this is resolved by then. This has been the most stressful event i have had to deal with in a long time, i can not believe the stress they can put on an individual by making a mistake and not fixing it when they have the information in front of them. Its unnerving what they can get away with and no one governs them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2019-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A delinquency notice ( attachment A ) was recieved on XX/XX/2019 indicating the payment due on XX/XX/2019 remained unpayed to J.G. Wentworth Home Lending. This loan was transfered to XXXX XXXX XXXX XXXX on XX/XX/2019 ( see attachment B ) with an effective date of XX/XX/2019 ( see attachment C ). A letter from J.G. Wentworth notifying us ( XXXX XXXX XXXX & XXXX XXXX XXXX ) of the transfer was never recieved, but during a call made to J.G. Wentworth 's Customer Support Center on XX/XX/2019 at approximately XXXX EST the customer service representative confirmed that XXXX XXXX XXXX XXXX appears as the loan servicer. In addition, there has been a failure to provide accurate information during the transfer of the loan. The outstanding principal ammount reported to XXXX XXXX XXXX XXXX was {$280000.00} ( attachment D ). This ammount is incorrect. Before transferring the loan the outstanding balance at J.G. Wentworth Home Lending was {$280000.00} ( attachment E ). The missing ammount is the additional principal payment of {$540.00} made on XX/XX/2019 which was not reported to XXXX XXXX XXXX XXXX and therefore not reflected in their outstanding principal balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 I made a change to my automatic payment process. This change was done online with my mortgage holder Freedom Mortgage on their website. The change was to draft from a different bank account as the current one they were drafting from was from a credit union that was going through a merger and would no longer exists so the account was going to be closed. They continued to draft from a closed account three more times adding NSF fee to my account on every failed attempt. ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) Each attempt added a {$20.00} fee. Over a 4 week time period I had called the company on three different occasions to try and straighten things out. In the meantime they did not continue with the bi-weekly auto payments out of the new account. They added a {$19.00} late fee. I believe after the third phone call they did remove two of the NSF fee and the late fee but somewhere along the line they added another NSF fee making a total of four on my account but removing two. Today 's date is XX/XX/19. They have not gotten back to me regarding any of my complaints. Anytime I get an answer is when I call them again and again, usually because they are closed. I am in the process of refinancing and should be closing in the next couple days. I believe because of this they are in no hurry to address the problem hoping it will just go away. I had also requested to have my PMI removed on XX/XX/19 with the new appraisal from the refinancing. I currently have 29 % equity in my home and had shown proof with a written request to have it removed. Two weeks went by and on XX/XX/19 they mailed out a form that I must complete and send them {$100.00} fee for a broker 's price opinion although they received the new appraisal on XX/XX/19. Again now in XXXX 's monthly payment I have to pay an extra {$140.00} for something that by law should have been required to be removed and proof was shown. I know they have received a payoff request from the new financial institution so I think they are dragging their feet hoping it goes away with the sale of their loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2019-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I spoke to a XXXX XXXX at ( then ) JG Wentworth -- now Freedom Mortgage -- about refinancing. He took my information and, after deciding he could get my mortgage refinanced, told me to apply and that he could get it done by XX/XX/XXXX. I sent all the documents he requested that same day. He did not disclose that AG Wentworth had been taken over by Freedom Mortgage. Had I known that this company was about to be transitioning to new ownership, I would not have applied. I had many choices, as I went through XXXX to find lenders. He chose not to tell me -- I know that he knew of the change because I asked him later, after I found about it from the loan processor when I was informed that she couldn't access all the documents I had e-signed. It is now XX/XX/XXXX. This is what we learned : 1. The notary came today, and I was told that there was an escrow fee -- XXXX said when we spoke to him XXXX that there would be no fees. The notary talked to the escrow company, pointing out that there was a credit to be applied, so no fees. The person she spoke to said that that was wrong, and that fees would be applied. 2. Property taxes, homeowners insurance, and flood insurance were paid by the borrower and not to be included. However, the lender added flood insurance to the mortgage, raising the monthly mortgage. Loan processor didn't inform me of this. No one told me that Freedom Mortgage required this. I refused to sign the loan. I'm now searching for another lender, after three months of waiting. I wasted money on an appraisal, unless I can find somewhere that will accept the one they did. This loan rep was dishonest. This whole process was like being taken for a ride. Very unprofessional and disreputable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91321
Submitted Via: Web
Date Sent: 2019-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage notified my real estate agent on XX/XX/2019 that the foreclosure activity was on hold to allow for review of the short sale I requested. The representative who advised of the hold is named XXXX and she stated her ID number is XXXX. Unfortunately, when they called back today, they were told my file was kicked out of review and my home is immediately going to foreclosure sale on XX/XX/2019 without time for us to process the short sale. As the hold was so quickly removed, we do not have time to counter the buyers, obtain an appraisal on the property, or even for me to find a place to relocate, as this is my primary residence. I am shocked and hurt that Freedom would be so predatory and deceitful, as to tell us one thing, only to recant a whole week later with such insufficient time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recieved a call from Freedom Mortgage on XX/XX/2019 at XXXX MST. I was on a break so I took the call, and they gave me a pitch about reducing my interest rate by 2.5 points and kept talking about how they have never seen anything like this and that it was so exciting. They even asked why I was not as excited as they were. They said it would be no cost to me and the costs would not be rolled into the loan. I decided to entertain the offer and was answering some questions. Throughout the call they kept saying how exciting this was and how they have NEVER seen this big of a reduction before. My break was almost over and we were not done with the questions. I let the caller know I had to get back to work and was asking for a callback when they straight interrupted me saying they only had a few more questions, and went straight into the next question. I was not happy. I told them I did not want to get in trouble so they would have to call me back, but then I said, " No, you know what? Take me off your list. You're being really pushy. '' Then I ended the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85017
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX my fiancee and I received a letter from our mortgage company, Freedom Mortgage, stating that we could do a FHA streamline refinance to save some money. We called and applied. On XX/XX/XXXX, we closed on the refinance and sent out the closing costs in a wire transfer. We thought everything was fine and we were told not to pay a payment for XXXX or XXXX. 2 weeks later I received a bill for {$3400.00}, the amount of XXXX 's and XXXX 's payment plus late charges. I called Freedom mortgage and was told that my new loan was funded on XX/XX/XXXX and to disregard the bill. The money for XXXX 's payment was spent on vehicle repairs and to fix a plumbing issue because I thought it was safe to spend it. Less than a week after that phone conversation, I started receiving emails and phone calls ( 10-15 a day ) saying that I needed to reschedule our closing. I called to find out what was going on and no one could tell me why. Finally, I got an email stating that the closing company hadn't received the closing costs. After being told that for over a week, they refunded me the closing costs that they claim they did not receive. Then I was told that the closing company left out a document and in order to reschedule closing, I would have to pay the XXXX bill. I had to put other bills on hold but payed the payment ( over a month late ). We rescheduled for XXXX. One hour before the notary was supposed to come, I received an email stating that Freedom mortgage was in the process of removing late charges from my account and we would have to reschedule. The following week I received a call and several emails saying that I would have to pay XXXX 's payment to reschedule. I did not have the money to do this. I told them that I was applying elsewhere because they were incompetent. The following day they turned me in to the credit bureaus for late pays and lowered my credit score almost 100 points. This completely blocked me from switching companies. My payment history was exceptional for my mortgage and most of my other accounts. The only reason we fell behind is because we trusted our mortgage company to handle a simple refinance. Now I have had to cancel a planned vacation and I have no idea how my kids will get a XXXX. I cant sleep at night., Please tell me they are not allowed to treat people this way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2019-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A