Date Received: 2019-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 I mistakenly paid my mortgage to Freedom Mortgage who no longer holds the note. On XXXX XXXX I became aware of the mistake and contacted Freedom to ask them to reverse the payment which had been made through XXXX XXXX XXXX Bill Pay. Today is XXXX XXXX and the reversal has not yet happened. In this time period I have been in contact with seven people in the Freedom organization, three of whom have told me that the reversal will happen within 24 to 48 hours. On XXXX XXXX XXXX XXXX XXXX FAX'ed Freedom with the proof that the payment had been made and that it had been cleared through the Freedom system. I am frustrated in that I have no leverage in this situation and fear that I may not be able to meet my XX/XX/2019 commitment to my current mortgage holder. Please note that the payment made in error has not been forwarded to my current lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01844
Submitted Via: Web
Date Sent: 2019-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Evening, My husband and I closed on a rate reduction VA loan through JG Wentworth on XX/XX/XXXX. Everything went fine up to that point. I received two different notifications in the mail for the first payment, one from JG Wentworth and one from Freedom Mortgage. Which by my understand Freedom Mortgage just assume JG Wentworth so they are under the same umbrella. I mailed the payment for XXXX 's mortgage as instructed by my loan officer and the letter I received in the mail from JG Wentworth, then after I mailed it, I received a letter from Freedom Mortgage to send the payment to them. The check in the amount of {$1200.00} was cashed on XX/XX/XXXX. I then followed up with a phone call to Freedom Mortgage Customer Service and they first said that I would get a late fee and so on, after being extremely frustrated and I stated again that we just closed on our rate reduction on XX/XX/XXXX and this was our first payment, her story changed. I then contacted our loan officer again, which he contacted the folks at JG Wentworth and I received an email from him stating, " XXXX XXXX Tue, XX/XX/XXXX, XXXX XXXX to me You are all set. See below. Please see the screen shot below that indicates we received a payment of {$1000.00} on XX/XX/XXXX along with a principal curtailment of {$150.00} posted the same date. This loan is scheduled to transfer to Freedom Mortgage on XX/XX/XXXX and since this payment received by us represented the XXXX mortgage payment we will reverse the payment and principal payment and send the monies to Freedom on XX/XX/XXXX. Please allow at least 10 business days to see these funds posted to the Freedom account. Thanks, XXXX Loan Activity Loan Number : XXXX as of XX/XX/XXXX Property Address : XXXX XXXX XXXX XXXX, VA XXXX Borrower Name : XXXX XXXX XXXX Name : XXXX XXXX XXXX Telephone Number : Other Telephone Number : ( XXXX ) XXXX Balances : Principal Balance {$200000.00} Escrow Balance {$710.00} Unpaid Late Charges : {$0.00} Unapplied Funds : {$0.00} Disclosure : The transactions displayed within the payment history reflect funds that you have paid and do not necessarily represent funds that are due. Due Date Effective Date Description Principal Interest Escrow Amount Paid Escrow Balance Principal Balance XX/XX/XXXX XX/XX/XXXX Principal Curtailment {$150.00} {$0.00} {$0.00} {$150.00} {$710.00} {$200000.00} XX/XX/XXXX XX/XX/XXXX Irregular/Non-Coupon Payment {$320.00} {$590.00} {$170.00} {$1000.00} {$710.00} {$200000.00} XX/XX/XXXX XX/XX/XXXX Initial Escrow Deposit, Closing Interest, Buydown {$0.00} {$0.00} {$530.00} {$530.00} {$530.00} {$200000.00} XX/XX/XXXX Non-Cash Balance Adjustment {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$200000.00} XX/XX/XXXX New Loan Set-Up $ XXXX {$0.00} {$0.00} {$0.00} {$0.00} {$200000.00} XXXX XXXX Dont keep me a secretI love referrals! It is the best compliment I can receive. XXXX XXXX XXXX. XXXX XXXX NMLS # XXXX Cell : XXXX eFax : XXXX " Per the above email, the payment was set to transfer to Freedom Mortgage on XX/XX/XXXX. I waited, no payment has yet to post to my account. I then tried to email Freedom through the Mortgage portal but their system on XX/XX/XXXX but the portal is only set to send a certain amount of characters via the message portal and I could not get an entire message through as I want this in writing since my payment still has not been posted to my account and I have proof of the check being cashed through my financial institution. I then emailed my loan officer again on XX/XX/XXXX, this exact message, " Hey! Sorry to bug you about this again but this is making me nervous. Can you please help me find out why Freedom have our payment yet? I got notification of the Escrow transfer but being my XXXX mortgage is creeping up I don't want to be months behind and I'd like to set up auto draft, but if I do, it will take two months out instead of one on XX/XX/XXXX if payment isn't received yet. Thank you! XXXX '' After I sent this email, he forwarded my email to upper management in his organization and this is the response that he received ; " From : XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX XXXX Servicing Transfers XXXX ; Servicing XXXX ; XXXX XXXX XXXX ; Servicing XXXX ; XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Re : Urgent 2nd issue with Borrower and servicing During any transfer of servicing federal regulations prevent lenders from reporting late payments to any credit reporting agency for a period of 60 days. We will continue to pursue the posting of this payment to its correct location. The staff of Freedom, JGW and XXXX has been alerted multiple times in regards to discovering the location of said payment. We will also take into consideration the transfer of the funds sufficient evidence to waive any late charge that could come as a result of this payment being posted after the date designated as the late charge cut off date. Thanks XXXX XXXX XXXX Vice President Agency Relations, Servicing Freedom Mortgage Corp. XXXXXXXX XXXX XXXX. XXXX '' After receiving this email, I was VERY unhappy that they do not seem to care to find my payment after I received in writing via email that my payment was to be transferred on XX/XX/XXXX. This was my response and I emailed EVERYONE in that email chain ; " -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX, XXXX PM Subject : XXXX - Mortgage and Extremely Unhappy Customer To : XXXX XXXX XXXX, Servicing Transfers XXXX, Servicing XXXX, XXXX XXXX XXXX, Servicing XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX Cc XXXX XXXX XXXX XXXX Good Afternoon, I am writing as I was informed again by my Mortgage Officer, this has yet to be handled. I do not understand why someone can not locate my {$1200.00} check that was sent to JG Wentworth and get it posted to the correct account at Freedom Mortgage. I deal with customers and accounts daily in the Property Management world which I understand is different from the mortgage world BUT I do not find this acceptable nor professional that I keep get putting on the back burner and I tell you what is more alarming, my husband that does not get involved with things like this often, made a comment recently, unless XXXX is with another organization in the future, we WILL NOT be using this company AGAIN for anything. Another thing I find unacceptable is that this is the 3rd time someone from JG Wentworth/Freedom has made the comment about our credit. I guarantee, if this was your mortgage, you would be as concerned as I. I have contacted Freedom once, then XXXX twice. Regardless of the rate reduction and XXXX, if I knew my husband and I were not going to get the same service that we received from our prior mortgage company, I would not have pushed to do this at all and stayed with our prior lender. Buying a house with a VA Loan as a first time home buyer was less stressful than getting our first payment to the correct location with JG Wentworth/Freedom. I need this resolved ASAP, my next step is getting someone else on the phone higher than all of you that can actually handle this. I wrote this check almost 30 days ago and if JG Wentworth and Freedom are under the same umbrella and can not get this resolved, I certainly do not feel comfortable for this said company to handle my mortgage. I expect this to be resolved and my Freedom Mortgage account to read a current zero balance by the end of this week or I would like an executives phone number to speak with to let them know that no one seems to be competent enough other than my mortgage officer to handle this situation and he himself, can not fix this. Please get back to me in writing as I need this for documentation purposes and I need to know if I need to go to report fraud. As you can expect, my trust level is very low and I need to know where my payment is and hope it's not in someones pocket. Thank you for getting this handled and stop pushing me to the back. My mortgage is just as important as the rest of the customers. Sincerely, XXXX XXXX XXXX, XXXX, XXXX Call or Text XXXX Email XXXX Let 's connect on XXXX XXXX XXXX! " I have yet to receive a response. I then emailed customer service at Freedom on XX/XX/XXXX with the email above and all their email addresses to only receive an email to ask my address or social to confirm my account and due to security reasons, I sent my address back and still no response as of XX/XX/XXXX. This is the chain I sent to Freedom Mortgage Customer Service on XX/XX/XXXX ; " CustomerCare Thu, XX/XX/XXXX, XXXX PM ( 2 days ago ) to me Dear Borrower, Thank you for contacting Freedom Mortgage 's Customer Care Department. We apologize that we have been unable to locate the account based on the information provided. Please provide the loan number or any identifying information of the account ( e.g. property address or SSN ) as well as a phone number where you can be reached and the hours you are available. Upon receipt, we will ensure we get this in the right hands for resolution. When responding, please send correspondence to XXXX to ensure a timely resolution. Important! Please reattach documents with your reply. Please resend your document in a PDF or Word format and attach it to the email, as we are unable to access any outside links. You may also access your loan information at your convenience, 24 hours a day, 7 days a week! Simply log on to our website at www.freedommortgage.com or call our automated phone system at XXXX XXXX XXXX XXXX. Customer Care representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX XXXX XXXX. They will be able to answer any loan related questions you may have. Sincerely, Customer Care Department Freedom Mortgage Corporation From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : CustomerCare XXXX Cc : XXXX Subject : XXXX XXXX : XXXX - Mortgage and Extremely Unhappy Customer After emailing all those individuals below, I have yet to hear back from them. I also forwarded this same email to Freedom Customer Service same say and yet to even get an acknowledgement from anyone. Please advise as I will start emailing daily. I need to know if this needs to be reported to my bank as the check being missing. Thank you. -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX, XXXX PM Subject : XXXX - Mortgage and Extremely Unhappy Customer To : XXXX XXXX XXXX, Servicing Transfers XXXX, Servicing XXXX, XXXX XXXX XXXX, Servicing XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX Cc XXXX XXXX XXXX XXXX Good Afternoon, I am writing as I was informed again by my Mortgage Officer, this has yet to be handled. I do not understand why someone can not locate my {$1200.00} check that was sent to JG Wentworth and get it posted to the correct account at Freedom Mortgage. I deal with customers and accounts daily in the Property Management world which I understand is different from the mortgage world BUT I do not find this acceptable nor professional that I keep get putting on the back burner and I tell you what is more alarming, my husband that does not get involved with things like this often, made a comment recently, unless XXXX is with another organization in the future, we WILL NOT be using this company AGAIN for anything. Another thing I find unacceptable is that this is the 3rd time someone from JG Wentworth/Freedom has made the comment about our credit. I guarantee, if this was your mortgage, you would be as concerned as I. I have contacted Freedom once, then XXXX twice. Regardless of the rate reduction and XXXX, if I knew my husband and I were not going to get the same service that we received from our prior mortgage company, I would not have pushed to do this at all and stayed with our prior lender. Buying a house with a VA Loan as a first time home buyer was less stressful than getting our first payment to the correct location with JG Wentworth/Freedom. I need this resolved ASAP, my next step is getting someone else on the phone higher than all of you that can actually handle this. I wrote this check almost 30 days ago and if JG Wentworth and Freedom are under the same umbrella and can not get this resolved, I certainly do not feel comfortable for this said company to handle my mortgage. I expect this to be resolved and my Freedom Mortgage account to read a current zero balance by the end of this week or I would like an executives phone number to speak with to let them know that no one seems to be competent enough other than my mortgage officer to handle this situation and he himself, can not fix this. Please get back to me in writing as I need this for documentation purposes and I need to know if I need to go to report fraud. As you can expect, my trust level is very low and I need to know where my payment is and hope it's not in someones pocket. Thank you for getting this handled and stop pushing me to the back. My mortgage is just as important as the rest of the customers. Sincerely, XXXX XXXX XXXX, CAM, XXXX XXXX or Text XXXX Email XXXX XXXX 's connect on XXXX XXXX XXXX! CONFIDENTIALITY NOTICE : This e-mail message, including all attachments, is for the sole use of the intended recipient ( s ) and may contain confidential information. Any unauthorized review, use, disclosure, alteration or distribution is strictly prohibited and may violate state or federal law. If you are not the intended recipient, please contact the sender by reply e-mail, delete this email and destroy all copies of the message. '' Still no response except for the auto response you receive when emailing customer service. Being that this is a VA Loan, you would think that this organization that supposedly prides themselves as being on the side of veterans, but obviously they do not care about any of their customers. I have a copy of the cashed check from my financial institution and can send screenshots to you as well showing the mortgage payment I made 30 days ago still has yet to be transferred and posted to my account as it was stated on XX/XX/XXXX by my original loan officer who has gone above and beyond to attempt to assist us but JG Wentworth & Freedom Mortgage 23 days after the aforesaid date that the money was to be transferred to my account, has not. I am scared to death that my mortgage payment is in someone's pocket since no one will answer me via email and my payment is not posted. Did they lose my payment? That is what it looks like to me and now, we are looking at possible late payments. I do not find it fair that mine and my husbands credit that we worked very hard for to possible suffer due to the incompetence of this mortgage company. If we knew they were not a competent organization, we would have never done this. I am reaching out to you to please help us as I do not know where else to turn and we can not get an answer from anyone. Do we call the police? Report fraud with our bank? Please help us. Thank you, XXXX XXXX XXXX XXXX **After copying/pasting emails above, I saw the below attachment area, I can save each email as a PDF if need be and send, please advise. XXXX
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
Date Received: 2019-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Corporation manages an escrow account for the property I purchased XX/XX/XXXX. Although they have used the account to pay the residential property taxes ans property insurance - they failed at paying the taxes on a separate tax parcel that was included in the mortgage agreement. Despite my multiple attempts to resolve the situation, my closing company 's multiple attempts, and my original loan servicing company 's multiple attempts to resolve the situation, Freedom Mortgage Corporation has neglected to pay the taxes for that parcel - despite the escrow account having the required funds to do so. As a result, late fees and penalties were incurred due to this mismanagement of the escrow account in breach of the original mortgage contract agreement. I have since received a " refund '' check from that escrow account for the overage that I used to pay the complete tax bill including penalties. However, I feel as though Freedom Mortgage Corporation is liable for these fees, and should be reimbursed to me as a result - totaling {$470.00}. Freedom Mortgage Corporation has continued to ignore my requests that they respond via electronic correspondence so that there is a record of the interaction between us. They have also sent an indication that they intend to lower my monthly auto-payment of my mortgage payment to reflect these tax funds not being withheld any longer - forcing me to essentially start my own savings account to pay for the taxes that they are contractually obligated to collect funds for and distribute payment accordingly. I initially raised this issue on XX/XX/XXXX with Freedom Mortgage Corporation through my loan servicing company and real estate closing company. It is now over three months later, and even after threatening Freedom Mortgage Corporation with this impending complaint, they have still refused to respond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sent a written request on XX/XX/XXXX to Freedom Mortgage to please provide the payoff, the Freedom Mortgage website confirmed three days to provide the payoff with the email confirming receipt of the request received on XX/XX/XXXX. I followed up on Wednesday XX/XX/XXXX and called today, confirming that it should be completed on Monday XX/XX/XXXX. The closing is being delayed due to the lack of the required documentation. I resent all outstanding notice of errors and requests for information XX/XX/XXXX and still have not received a response on those documents that state a response is provided within 30 days with many resent twice since the original request and it is years later. Request for Information Request Date XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX Notice of Error Request Date XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX XXXX & support resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX resent XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX XXXX & support resent XX/XX/XXXX & XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: For whatever reason Freedom Mortgage refused to acknowledge when a loan reaches a 78 % loan to value and the payments are current on the mortgage that PMI Per the Homestead Protection ACT that PMI is required be deleted automatically. Freedom Mortgage never wants to address this part of the Homestead Protection ACT .When I sent my XXXX towards principal based on my math since Freedom Mortgage refused to give me a figure as how much it would need to get my loan to 78 % Loan to value. Based on my current loan as Freedom Mortgage points out is over XXXX, well of course it is because I gave up on trying to get rid of PMI when loan to value was at 78 %. so I requested my $ XXXX be be returned to me which they did. Automatic Termination of PMI A servicer must automatically terminate PMI for residential mortgage transactions on the earliest date that both The principal balance of the mortgage is first scheduled to reach 78 percent of the original value of the secured property ( based solely on the initial amortization schedule, in the case of a fixed-rate loan, or on the amortization schedules, in the case of an adjustable-rate loan, regardless of the outstanding balance ) and The borrower is current on mortgage payments. If PMI is terminated, the servicer may not require further payments or premiums of PMI more than thirty days after ( 1 ) the termination date or ( 2 ) the date following the termination date on which the borrower becomes current on the payments, whichever is sooner. There is no provision in the automatic-termination section of the act, as there is in the borrower requested PMI cancellation section, that protects the lender against declines in property value or subordinate liens. The automatic-termination provisions make no reference to good payment history ( as prescribed in the borrower-requested provisions ) but state only that the borrower must be current on mortgage payments. Final Termination If PMI coverage on a residential mortgage transaction was not canceled at the borrowers request or by the automatic-termination provision, the servicer must terminate PMI coverage by the first day of the month following the date that is the midpoint of the loans amortization period if, on that date, the borrower is current on the payments required by the terms of the mortgage. The servicer may not require further payments or premiums of PMI more than thirty days after PMI is terminated. First, Freedom Mortgage has yet to address all the conflicting information I was givnen when I was calling trying to gather information in order to get rid of PMI ; some of the information given through me calling, I had to keep PMI through 2026, PMI does not delete automatically at 78 % Loan to value and payments current, As I stated I emailed Freedom Mortgage the copy of the Homestead protection ACT concerning loan to value at 78 % is deleted auto if payments are current. Freedom Mortgage keeps replying with a loan to value of 80 % loan t value which there are much more requirements at 80 % Loan to Value than if the loan is at 78 %. On XXXX XXXX I spoke with a Title company which is working on my closing, she informed me she was transferred to 3 different people or different departments in order to try and get a payoff.which she said took her and hour or or more. The bottom line Freedom Mortgage is servicing my loan and I get different answers or get placed on hold like the Title Company. For future Borrowers I home they are made aware of these problems and think twice about entering into a application with Freedom Mortgage. I should mention I have had 3-4 or more Mortgage loans in my lifetime and never had so much problems with a Mortgage Company, I hope this helps anyone who read this to look elsewhere for a Mortgage loan.I hope this help future homebuyers not make a mistake and go with Freedom Mortgage!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-21
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: In XXXX of XXXX we filed for bankruptcy but did not include the mortgage in the reaffirmation. The mortgage was then sold to Freedom Mortgage from XXXX XXXX XXXX. From XXXX or XXXX of XXXX the mortgage payments were paid in full and on time by automatic payments. Now we find out that Freedom Mortgage is not reporting anything. After repeated request, they still refuse to report to the credit bureaus that we now have no missed payments, and no late payments for over a year and a half. Yes, our credit score suffered because of the bankruptcy, but now, for whatever reason, Freedom Mortgage is obstructively hindering our attempt to rebuild our credit, by refusing to report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53218
Submitted Via: Web
Date Sent: 2019-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please be advised that as of this writing and despite my repeated telephone requests to Freedom Mortgage for resolution, Homeowner 's Insurance for the above referenced property is expiring retroactive to XX/XX/19 for Freedom Mortgage 's failure to pay the required premium by XX/XX/19 as notified in attachment. We will therefore be without coverage as a result of Freedom Mortgage 's failure to pay in our behalf despite repeated requests and adequate funds in our escrow account for payment of such. In light of this and previous failures by Freedom Mortgage to execute their responsibilities in harmony with RESPA and TILA directives, I also submitted a Qualified Written Request and Notice of Error after multiple failed telephone requests in the past 30 days to correct this error and issue timely payment as requested by the Insurer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77375
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX is reporting a 60 day late payment on my mortgage account. I filed a dispute in XX/XX/2019. The result received indicated the information had been confirmed with Freedom Mortgage and will remain on my credit report as a 60 day late payment. I contacted Freedom Mortgage and was assured that my mortgage was never reported 60 days late. The creditor insist there is nothing they can do because they never reported the information. XXXX insist there is nothing they can do because it is information received from Freedom Mortgage. I've filed a second dispute with XXXX and received notification that I could not file a second dispute on the same issue. The inaccurate information remains on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 713XX
Submitted Via: Web
Date Sent: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home mortgage with JG Wentworth Home lending and closed at the end of XX/XX/2019. First payment was due XX/XX/XXXX. An electronic payment was sent from XXXX XXXX XXXX to JGW on XX/XX/XXXX. On or about XX/XX/XXXX, I check my online account with JGW and noticed that the XXXX payment was still not posted and I called. I was informed that my mortgage had already been sold to XXXX XXXX and a new account number assigned. After SEVERAL minutes on hold, the agent ( XXXX ) advised that my XXXX payment was posted to the new account number assigned to XXXX and not the account assigned by JGW. I was told that the posting would be corrected. On or about XX/XX/XXXX, I checked my online account at JGW and the XXXX payment was still not posted. Again, I called JGW. Again, I was told that the XXXX payment was posted to the wrong account and that this would be corrected. On XX/XX/XXXX, I received an alert that I now have a delinquent account with JGW.
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: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage accepted and then later rejected the full payment of our mortgage made on XX/XX/2019 in the amount of {$290000.00}. This payment is in excess of the Payoff Statement balance in the amount of {$290000.00} provided to us in writing on XX/XX/2019 from Freedom Mortgage. That payoff statement, which was given to all parties including the title company representing the sale of the property, reflects the total amount due under the terms of the note/security instrument through the closing date of XX/XX/2019. It was confirmed that Freedom Mortgage accepted the wire in the amount of {$290000.00} via XXXX XXXX. On XX/XX/2019, Freedom Mortgage notified us in writing that our Loan, had been paid in full and the account closed. We received a notarized Release of Lien dated XX/XX/2019, signed and witnessed by Freedom Mortgage Vice President, XXXX XXXX. The mortgage release documents were processed and mailed to the County Clerk, effectively transferring the property to new owners. On XX/XX/2019, we received a refund check from Freedom Mortgage for funds due to us from the recent payoff of this loan. The unknown events that transpired from XX/XX/2019 to present day are indicative of a major error in accounting on the loan. As of today, Freedom Mortgage is no longer properly crediting the payoff they received on XX/XX/2019 to the principal balance of the closed loan. Without explanation, Freedom Mortgage is now holding all wired funds received in a suspense account and erroneously attempting to collect additional mortgage payments, interest, and fees from me on the sold property. Freedom Mortgage is also inaccurately reporting me to all three credit bureaus for late payment delinquencies in reference to this loan. In an effort to research and resolve this issue, I have made several phone calls, spoke to numerous customer service representatives, and spent countless hours on the phone to no avail. As of XX/XX/2019, all attempts made to Freedom Mortgage requesting comprehensible information have been denied and unanswered. No one in this company is allowed to provide me with their last name or a call back number which renders all attempts to rectify pointless and any notion of progress 100 % impossible. I would like Freedom Mortgage to correct their records and classify my loan as satisfied and paid in full, effective XX/XX/2019. Do not reopen this loan without my consent. Please stop the continued misreporting of our account to credit bureaus as this is causing significant damage to our credit worthiness. I am also formally requesting that Freedom Mortgage reverses the wrongful credit reporting made to XXXX, XXXX, and XXXX in reference to this loan. If any oversights were made by Freedom Mortgages accounting department on this loan, I am requesting to be notified in a fair and reasonable manner in writing with supporting detailed documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77009
Submitted Via: Web
Date Sent: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A