Date Received: 2019-11-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I have been trying to complete a loss mitigation package for months. The process started back in XXXX or XXXX. We have sent in several mitigation packages and tons of documents that were requested. We have been denied twice, due to the company saying that they did not receive all of the documents. Our most recent try was on XX/XX/2019. We sent a new packet, along with all of the requested documentation. The company would have received this on XX/XX/XXXX. When we called in to check the status, we were told we were still missing documents. My husband then spoke with a XXXX ( ext. XXXX ), whom told us that he found everything and would send it back to underwriting for further review. We receive a letter from the company, on XX/XX/2019, saying that they still need 3 months of bank statements, Year to date profit and loss statement, 30 days of most recent pay stubs. Since we just sent this information on XX/XX/XXXX, there isn't any recent information to provide to this company, as we provided the latest documents. It's obvious to us, that the company is giving us the run-around or the underwriting team is completely incompetent! As consumers, we feel that the possible loss of our home is not a concern for this company, while we have XXXX kids of whom we are trying to provide stability for. What's more puzzling is, around XX/XX/2019 we were told that our packet was complete and we would receive a decision within 30 days. Around the XXXX week of XXXX, we then were told that we had to complete a new packet. I am not certain of what is happening in this mortgage company, but we are getting nowhere in trying to get this mitigation completed. I am hoping that this complaint will reach someone in corporate, whom will see to it, that our file is properly reviewed and processed. We have been stressed for months and now with the holidays coming, this matter/this company has killed any idea of holiday spirit!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to get my loan modified for close to a year. Freedom Mortgage has 2 layers of underwriters in place before the submitted docs make their way to the official underwriter who does the review for loss mitigation. I have submitted a full application on a few occasions to have been told that I have a complete file, then the file goes to another underwriter and they need additional information. I provide that, then they say it wasnt received. Every time I submit documentation it seems as if they are looking for something to reject their being a full package. Also, they keep scheduling my foreclose sale date 30 days out which doesnt give me enough time to get them a full package for them to review as per CFPB guidelines. Their process is not streamlined, I do not have a SPOC, and every time I call I get different information. I also have not been receiving mortgage statements, and I have asked for them on a number of occasions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 891XX
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Good morning I was originally contacted by one of your loan agents about a refinance opportunity, which in hindsight I should have said no to. I was told I would have a lower rate and would skip a payment. I agreed. I was told the closing would be on XX/XX/XXXX, however, after taking the day off to meet the individual, no one showed, and no one called. I was contact by someone at your agency from Indiana on XX/XX/XXXX at XXXX XXXX and told we would move the refin to XX/XX/XXXX. I informed this person that I would be out of town, but I could rearranne the trip. We scheduled this appointment. During this call, I informed her that I had not paid XXXX as of yet as I was told not to worry about it, I asked ( on a recorded line ) if I should go ahead and pay it. I was told no, that Freedom Mortgage would make the first payment due on XX/XX/XXXX, and we would skip XXXX and XXXX. I encourage someone to listen to this conversation. Regardless of whether XXXX would have been due, XXXX would not have been as I was still in the window. However, Freedom Mortgage reported me as 30 days late on my mortgage. As a result, I have had an 80 point drop in my credit score, and I no longer qualify for an automobile loan. This is unacceptable, and unfair as I did everything I was told to do. I have tried calling the phone numbers your employees have told me to call, and after several hours and multiple phone calls, I was told to send an email. I can tell my business is appreciated. I would like to request that my file be reviewed for loan number XXXX, and my old mortgage loan number so this error can be corrected. I also request a status update, an estimated time for this investigation to be completed and verification of receipt of this request. Again, I completed every task I was asked to do, and I trusted your employees to provide accurate information. Any assistance you can provide would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21801
Submitted Via: Web
Date Sent: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Funded refinance on XX/XX/XXXX with {$5500.00} escrow holdback. Have not been provided funds after nearly 2 months after completion of project and repeated attempts to obtain. Originally requested final inspection to be ordered on XX/XX/XXXX. Did not receive confirmation final inspection was received until XX/XX/XXXX and check could be expected in maximum of 15 business days. Followed up on XX/XX/XXXX. Was told their accounting department never received funds from title company and we should have them by that following Wednesday. Followed up again on XX/XX/XXXX. Again told title company did not send funds to Accounting department. No resolution provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2019-11-18
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: Sometime during XXXX ( we think ) our mortgage was sold from JG Wentworth to Freedom Mortgage. We were notified of the sale during this time, including notification to pay Freedom during XXXX. We had no way of paying Freedom until XX/XX/XXXX when their introductory letter was received. The letter from Freedom was dated XX/XX/XXXX - this was for a payment that was due on XX/XX/XXXX! We paid immediately in order to avoid fee 's and a hit to the credit report. We have no received a letter saying our payment may be delinquent! This is outrageous. We should be given plenty of notice regarding with whom to make a payment.
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: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dispute on Partial Payments for XXXX and XXXX Mortgage : Servicer is currently reporting us delinquent for on our mortgage for XXXX and XX/XX/XXXX Both our bank account and the servicer are showing monies in constructive receipt for the months of XXXX, XXXX, XXXX and XXXX We believe this understanding was due to a coded unapplied payment posting on XX/XX/XXXX ( Circled on statement with N? ) and a strange recording on XX/XX/XXXX showing most of our payment going to principal balance of loan. We in no way communicated that we wanted our normal mortgage payment to be applied to the principal of the loan as is contractually spelled out in our mortgage. Further on XX/XX/XXXX at approximately XXXX XXXX MST we called Servicer and spoke with an agent of the firm regarding this matter. The agents extension is XXXX. While on the phone with us, the agent of Freedom Mortgage acknowledged their mistake, took off as many late charges as they could based from their scope of practice ( service representative ), and promised they would fix the problem. On the call, they further instructed us not to pay any additional monies until the problem was fixed o This was done partially on the statements on XX/XX/XXXX but was once again registered as unapplied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2019-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was told that because I was a veteran who made 12 consecutive payments on time I sas being given a rate reduction refinance free of charge at no cost to me of 1/2 % from 5.15 % to 4.5 %. If I knew what was going to happen or that it was a lie I would never have committed to doing a refinance. I feel that I was targeted in a predatory manner by my mortgage company. I am a XXXX veteran and so I get an exemption for my taxes and was waiting on a refund from my escrow account. In XX/XX/2019 I was contacted by my Mortgage company about this incentive to reduce my mortgage rate from 5 % to 4.5 %. After a short period, maybe twenty or so days, I was scheduled and had someone come out to the house to sign a very large amount of paperwork ( more than sixty or so pages ) where I was shown that my rate was going to be reduced by about 180.00 per month. I finished signing and the person left. About three months later ( XXXX ) I received my taxes due and called the mortgage company to submit the numbers and receive my refund of all the overpaid tax money in my escrow account because I receive a large deduction being a XXXX veteran. It was then that I was advised that my escrow account was emptied and used as an advance to pay down my principal on my house from the original XXXX to XXXX. Fast forward to yesterday where I received a letter from the mortgage company telling me my escrow account was now negative ( XXXX ) and I needed to submit a one time payment of XXXX to bring my escrow account to the minimum or if not, my new mortgage payment would now be an additional {$700.00} per month for the next year, which is more than I was originally paying. This in no way helped or benefitted me and has only put undue stress on my finances. This was obviously deceitful and harmful and I would have never entered into this deal if I knew this is what it was. Now I have no money for XXXX for my family and no money to cover the taxes due in XXXX for the XXXX district. I dont understand how this is even legal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2019-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received written notice from Freedom Mortgage Corporation on XX/XX/19 that servicing of my loan from J.G. Wentworth Home Lending, LLC was transferred to Freedom Mortgage effective XX/XX/19. Their notice indicated I needed to make all payments after XX/XX/19 to Freedom Mortgage, but they did not send me notice until XX/XX/19! I already made my current payment to JG Wentworth for XX/XX/2019. I have tried calling Freedom Mortgage, but their wait times are 25-30 minutes. I tried emailing through their online system, but their system limits characters so that only a brief sentence can be sent! Freedom Mortgage has gone out of its way to make themselves inaccessible to customers. Freedom Mortgage needs to get the XX/XX/XXXX payment from JG Wentworth since I paid them on time and neither Freedom Mortgage nor JG Wentworth gave me reasonable notice. ( Actually, JG Wentworth has yet to send me any kind of notice. )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94606
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Company has been holding insurance claims proceeds in the amount of {$130000.00} since XX/XX/2019 from a casualty loss and will not disburse the any funds. All of the appropriate documentation has been submitted, but they continue to withhold disbursing proceeds. Each time I call, which has been countless over the past 3 months, I get a different representative and a different excuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75225
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an advocate that is trying to help me understand this process and also advising me on what I should do. Her name is XXXX XXXX her phone number is XXXX. You may also contact and send information to her about my situation. Her email is XXXX This is the second time I am writing you about this same situation in which they said they will fix it, but haven't yet. I spoke to Freedom Mortgage ( Loan # XXXX ) Manager ID # XXXX, on the XXXX of XXXX of XXXX. He assured me that he would send in a request to have all the penalties and late payment fees remove off of my record going back to XXXX, and file a credit dispute to remove the 'late payment report ' off my credit record by the XXXX of XXXX of this year. Since I was never late paying my mortgage and they have received the refund check back from XXXX County Tax Collector. Freedom Mortgage had been applying the Property Tax to my mortgage even though I have a written, notarized document from XXXX County Tax department stating that I have a Tax Deferral that is active as long as I am occupying the property. I started getting notice from Freedom Mortgage and Certified letters from XX/XX/XXXX until XX/XX/XXXX saying that I owe a mortgage payment of {$2200.00}. On this date XX/XX/XXXX, I immediately called Freedom Mortgage and talk to a lady named XXXX ID # XXXX, she look at my file and stated that it says that they will not go back to the year XXXX to remove the penalties and because I did not pay the full mortgage which included the property tax. I have been paying the full amount but without the taxes. I was not late paying my mortgage. Now that they have their money back from XXXX County, they are still trying to make me pay more including the taxes which they already have. They are still giving me the run-around with this issue and is not trying to straightening it out at all. I mention to XXXX that this sounds like a 'Law Suit ' to me, because you all have lied to my credit bureau and refuse to fix it and knowing that I am on a fix income of {$790.00}. per month, you are trying to drain every last penny that I get from me. That's when she said she would see what she can do to fix the problem. At this point I am getting another run-around. This has been going on since XXXX of XXXX and it is now XXXX of XXXX, and all I get from Freedom Mortgage is we will try and fix it. I am so tire of this and I can't get out from under them because they have mess up my credit so bad that I can't get refinance from any other company and they refuse to fix it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A