Date Received: 2019-11-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After researching refinance rates online I applied for a mortgage refinance with JG Wentworth. On XX/XX/19 I spoke with XXXX XXXX NMLS # XXXX. He seemed knowledgeable and discussed several options with me based on the financial data I provided him with. I chose to roll all my current debt except for my auto loan into the refinance as it would free up cash flow and I believed this to be the best option for me. By XX/XX/19 I provided all the documents that were requested and paid the {$480.00} for the appraisal. Following this date I did not hear back from XXXX despite my repeated calls. I could not leave voicemails as the mail box was full and reached out to XXXX 's supervisor XXXX XXXX. My voicemail messages to XXXX were never answered. On XX/XX/19 I started receiving emails referencing Freedom Mortgage and was informed via email that I had to schedule my appraisal for my refinance with Freedom Mortgage. I was confused as I was unaware who Freedom Mortgage was and again continued to reach out but never heard back. I kept on calling different numbers and got bounced around from number to number until I was finally transferred to a XXXX office on XXXXwhere I was informed that JG Wentworth had been acquired by Freedom Mortgage and that on XXXX XXXX systems had been merged which led to data losses which they were trying to recover from. I had never previously been informed about this merger and had I known I would have probably gone with a different bank to avoid this kind of scenario. The helpful people at the XXXX office told me that the only way they could help was to have somebody from the XXXX office call me as that is where my loan was based. Later that day XXXX XXXX XXXX NMLS # XXXX called me and apologized to me for the issues that bank was experiencing due to the system merger. When I pressed her on why XXXX and his manager were not returning my calls she informed me that they were still at the company but in a different capacity and that she was now my loan officer. On XX/XX/19 the appraiser came to perform the appraisal and said the appraisal would be ready by XX/XX/19. I reached out to the appraiser on XX/XX/19 and asked about the appraisal. He informed me it was sent on XX/XX/19. I then called XXXX XXXX to get an update on the same day and she never responded. Since she was not responding I called XXXX XXXX who was the listed processor. I was informed that they had no record of receiving the appraisal or my verification of employment despite the assurances provided by the appraiser and my jobs HR office. On XX/XX/19 I reached out to XXXX for an update and to again request a copy of the appraisal. She never answered. On XX/XX/19 I was finally able to get in touch again with XXXX XXXX. She later provided a copy of the Appraisal and confirmed the employment verification was received. She also informed me that although all the data I provided was confirmed and that the appraisal came in as the value required for the transaction that the underwriter would not approve my loan. The reason stated was that my bonus could not be counted as I could not show 2 years of consecutive bonuses. I was never informed of this requirement prior and this definitely would have caused me not to proceed as where I work bonuses are based on the company 's annual performance. Due to this she said the calculation put me {$79.00} below the 45 % debt to income ratio the underwriter requires. This was not previously disclosed. I was basically given two options, I either come up with a 6 months reserve of principal, interest, taxes and insurance of $ XXXX or lower the refinance amount by $ XXXX and provide $ XXXX cash at close. On XX/XX/19 I called XXXX XXXX to further discuss and received no answer. I emailed her and stated that I never misrepresented my financial data and complied with all requirements. I also made it clear that from the beginning I had no cash to contribute towards for the refinance and asked her to call me back. It is XX/XX/19 and nobody has reached out to me. If I had been made aware of the bank acqusition, that the person I was originally working with would not be around and that the information I provided did not qualify me or put me on the border of the 45 % rule I would not have consented and paid {$480.00} for an appraisal that is worthless to me. All this ( except for the appraisal ) was known prior to the loan estimate being provided to me. If I was so close to the 45 % rule I should have been made aware that the slightest ( {$79.00} ) threshold would disqualify me. Also, no other options have been given to me aside from coming up with $ XXXX in cash.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am the Successor of Interest on a Freedom Mortgage acct # XXXX, of Mr. XXXX XXXX who died 0n XXXX XXXX. I have filled out 19 modification packages, been to court 14 times, requested mortgage forgiveness ( mortgage debt relief of 2008 ). My request was declined and then I was offered a traditional modification on XX/XX/XXXX. I called and spoke to representative to inform them that the offer was too high and more than the previous payment. The representative told me that if I did not sign that my house would be sold on XX/XX/XXXX in a sheriff sale. I signed document and was prepared to pay the 1st mortgage on XX/XX/XXXX Fives days prior ; I received a phone call from Freedom Mortgage assumption department informing me that they could not modify without a copy of recorded deed in my name. In previous attempts I was denied from office of recorder because I did not have " Letters of Administration '' ( although I have performed every duty of Administrator. Recently I filed a " petition to show cause '' for Letters and was GRANTED a hearing for XX/XX/XXXX. The Mortgage company has now filed paperwork to " Reassess '' damages and is now stating that there is over {$240000.00} owed by the " Estate of XXXX XXXX for this property that was only originally valued at XXXX. My house is scheduled for Sheriff Sale on XX/XX/XXXX. I am confident that the Office of the Register of Wills will give me " Letters upon the conclusion of our hearing on XXXX XXXX. I believe that Freedom Mortgage has infringed upon my rights as Successor in Interest according to the new law implemented in April 2018 by your agency ; regarding the treatment of Successor in Interest. I am seeking relief from this enormous debt which could have been avoided if Freedom Mortgage would have honored the FIRST letter ( dated XX/XX/XXXX ) acknowledging me as the " Successor in Interest ''. Please Help. MY CASE NUMBER IS XXXX. My phone number is XXXX. My email address is : XXXX Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2019-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Absolutely the most incompetent company dealing with mortgage loans on the face of the Earth. What they are doing and the fact that they are allowed to handle mortgage loans should be investigated by Congress to say the least. First off they called me inquiring about refinancing my VA home loan they had bought from ** ****** ***** & XXXX ; into a lower interest rate. I was pleasantly surprised that a company seemed like they were out to help the little guy ... .. That was the last time I would be pleasantly surprised .... All be it not the last time I would be surprised, horrified might be a better word when dealing with Freedom mortgage. First off, they already own my original home loan so documentation and numbers shouldn't be that hard, however it is and the new loans escrow was over {$200.00} short of where it needed to be in order to cover property taxes. Did I mention those are public information through XXXX County wedsites?? Well, I caught the error and had to send the form THREE TIMES WITH THE CORRECT NUMBERS to their closing department to have the numbers corrected. THEN I sat around my house on three separate occasions waiting for them to show up to close on my refinance ( this after noon being the third time ) AND NO ONE SHOWED UP! I called them everyday this week to insure everything was in place to close today, even called them yesterday afternoon and they reassured me everything was ready to go! Nope! Once again they didn't show up. I have taken 5 days off of work just to close on this loan!!!!!!!!!! And no one in management has even attempted to contact me! Absolutely disgraceful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has PMI and I now have over 80 % equity and therefore am not required to pay PMI any longer. I sent a new appraisal to Freedom Mortgage and was ignored for three weeks except to email me with the refinance departments phone number, who told me if I paid {$6000.00} in closing costs I could refinance my mortgage and the PMI would go away. After several more emails and 7 phone calls, I was finally told that they dont accept outside appraisals and I would have to use theirs. I told them to start the process and was told they wont do it until I have 80 % equity on the original appraisal that was done when I purchased the home and not on the new appraisal that clearly shows much more equity. The complete lack of customer service was deplorable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have had a mortgage with Freedom Mortgage since XX/XX/XXXX. I have tried repeatedly -- and through all avenues that I can think of -- to rectify this with the company. I am completely discouraged, disappointed and frustrated. At the end of XX/XX/XXXX, a representative of Freedom Mortgage contacted my husband with the offer of lowering our interest rates. My husband is a veteran and this representative made a point to stress the offer was for our VA loan. I note that because I believe that point encouraged my husband to trust that this was a real or honest offer. We submitted our documents and were told it would be an easy process. Nothing could be further from the truth. We had a small additional mortgage with the XXXX XXXX XXXX ( under {$2000.00} for insulation improvements ). While staff at XXXX XXXX XXXX responded promptly to any request from Freedom or XXXX, and were completely fine with signing off on the subordination of this small amount, staff at Freedom Mortgage and XXXX XXXX dropped the ball multiple times. Throughout the dozens and dozens and dozens of emails we sent to Freedom Mortgage ( Staff : XXXX XXXX and XXXX XXXX ) and XXXX XXXX ( Staff XXXX XXXX ), we were told one thing only to find out that it was completely untrue. For example, below is an email I sent ( again, after many other frustrating emails that preceded it ... believe me, I started out corresponding with kindness and consideration. But this situation became more and more impossible. ) : Email sent to XXXX at XXXX on XX/XX/XXXX ( A reminder : This refinancing started the end of XXXX ) : This is beyond absurd. I just spoke with XXXX at XXXX XXXX XXXX. To remind us all, XXXX sent her original request to XXXX ( in your office ) on XX/XX/XXXX for the check and additional documentation. She sent a reminder on XX/XX/XXXX. Just today she received the check from XXXX but NONE of the additional documentation that she requested. At this point there is nothing you can do that will ever make up for the stress and frustration that your organizations have caused my husband and me. Here is his response : Hi, You are 100 % correct and I am deeply sorry. The confusion was on my end and mine alone. The additional check was sent yesterday overnight, but when I was reviewing the notes I was under the impression that the check they received was the additional fee amount. I apologize for the confusion and delay. We will continue to do everything we can to obtain the agreement as fast as we can. Thank you. Then when they had all that sorted out, we received this email on XX/XX/XXXX from XXXX : Hello, The underwriter sent us the file back as a conditional approval, the underwriter needs some adjusted information on the title and subordination documents, Title is working on it once its completed, I will re-submit the loan back to the underwriter for final review. But the following email we received from XXXX today ( XX/XX/XXXX, after a week of asking for an update ) was stunning. It looks like due to the age of this file Freedom Mortgage had to close the loan. I have been working on trying to reverse this, but with no luck. I apologize for all the hassle. I can reopen the loan for you if you still wish to proceed. Let me know. Thank you. I told my husband that I had a suspicion that it was a scam all along but he said no, they wouldnt do that to a veteran. I would be happy to forward all of the email correspondence for you review. Just provide me with an appropriate email. Just now, I looked at reviews online for Freedom and saw that there were a number of others who have experienced something very similar. I hope that someone is able to conduct a very thorough investigation on this company. All of their press releases are so glowing about how quickly they have grown. It appears that this growth ( and profit ) is at the expense of veterans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55113
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid our mortgage on Freedom Mortgages website on XX/XX/. The website failed to load the first time and I had to log in again, but only paid and hit submit once. I checked my email to make sure the payment went through and got one confirmation notice email that it had been paid. Today on XXXX I tried to use my debit card and it would not work. I checked online and found my account severely overdrawn. I saw that our mortgage had been taken out twice - once on XX/XX/ and again on XXXX. I called the mortgage company to ask that they correct the mistake and refund the second amount. I was told I would have to fill out paperwork, send a copy of proof from the bank that it was taken out twice ( even though it showed that it had in their system and when I logged into my mortgage account ), and then it would take 7-10 days for me to receive a refund check. I asked about the complaint process and was told that would take even longer - I could submit it online and they would reply within two weeks. In the meantime, my bank account would continue to collect overdraft fees and we would have no funds available for gas, food, or other necessities. The representative asked if I would like to set my payment up on automatic withdraw. Obviously I declined. I will instead mail a check in monthly so that they have no further opportunities to double charge us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 644XX
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX- Contacted Freedom mortgage regarding a refund for our XXXX and XXXX payment since we refinanced and our new loan closed XX/XX/XXXX XX/XX/XXXX- Sent documentation to Freedom mortgage as requested to show payment taken from savings account XX/XX/XXXX- Re-sent documentation to Freedom mortgage as they misplaced the information XX/XX/XXXX- Re-sent documentation to Freedom mortgage for the 3rd time. They stated that we would receive a refund within 15 business days. We have not received our credit of {$4200.00} - We were advised to send documentation for the 4th time. We would like to get this resolved so we can make our XXXX payment for our new mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21742
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I entered into the bi-weekly payment program with Freedom Mortgage. Initially I was denied because they erroneously stated that I was not eligible, however I was eligible because I was paid in full one full month ahead. So they started the Bi-weekly payment program at my request on XX/XX/2019. Everything was fine until XX/XX/2019 when they took the payment out of my savings rather than the checking account. Which resulted in Insufficient fund fees from both the mortgage company and the bank. I called about this in late XX/XX/XXXX and was informed that I had entered the savings account information. To which I disputed, I asked for proof of that account being entered by me on their website, I was told that they " do not keep track of payment information '' .... In XX/XX/XXXX, I requested that someone at Freedom Mortgage do an audit on my account or provide me with an itemization of all transactions associated with my account because the mortgage representative stated that I was not ahead on my bill and was actually behind. After speaking to multiple representatives and my own research, The extra payment was applied to the principal balance. From XX/XX/XXXX until XX/XX/XXXX I called a spoke with multiple representatives about this misapplied payment and asked for it to be applied to my house payment as it was meant to be. I received a different answer and reason for this each and everytime I called. The last week of XX/XX/XXXX, I was finally informed that this " misapplied '' payment was sent to the principal amount and could not be returned because Freedom Mortgage is unable to get a refund from their investors. I called 3 times in late XX/XX/XXXX, to get my house payment caught up. The last person I spoke with was specifically asked and told by me, That when I made my payment on XX/XX/XXXX ( for XX/XX/XXXX) that I would be caught up and due again the following day XX/XX/XXXX. I informed the representative that I would be making a payment on XX/XX/XXXX and another payment on XX/XX/XXXX. This morning I learned that that partial payment was not applied to my monthly payment but rather sent to the principal balance once again. Therefore, I am now behind again due to the misinformation and lack of response by Freedom Mortgage concerning the applications of my payments as well as the bi-weekly payment plan option. I asked that the partial payment that was again misapplied to the principal balance on XXXX XX/XX/XXXX be applied to my XX/XX/XXXX payment as intended and discussed with the Freedom Mortgage representative the last week of XX/XX/XXXX. They informed me that once again, they can not apply the payment as I intended because they cant get the money back from their investors. I have been with Freedom Mortgage for a few years and never had a problem until I backed out of a refinance with them in XX/XX/XXXX or XX/XX/XXXX. I feel that these ongoing issues are retribution for me not proceeding with the refinance. The reason I did not proceed with the refinance was because their mailer said I could refinance for nearly $ XXXX and while going thru the process, it turned out that I could only refinance for $ XXXX. If the mailer had said $ XXXX I would have never went thru the process of attempting to refinance nor would I spent {$350.00} on a VA appraisal. So, since XX/XX/XXXX, Freedom Mortgage has misapplied 2 partial payment to my principal balance. as well as cost me {$350.00} for a VA appraisal that I was mislead into purchasing. My complaint has arisen for this XX/XX/XXXX payment being misapplied and refusing to return the money to the rightful allocation ( Monthly Payment ) due to inept customer service and lack of information provided by Freedom Mortgage. When I call Freedom Mortgage, I have to explain all of this to each representative because they have no idea what they are talking about. I can see more information from my home computer than the representative can on a company computer. I have spent 3 months and spoke to at least 15 representatives at Freedom Mortgage, each with their own excuse, reason and solution, only to be shafted once again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 313XX
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on XX/XX/2019 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I checked my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2019-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-02
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: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that FREEDOM MORTGAGE has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A