Date Received: 2019-11-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a call from Freedom Mortgage 's phone number XXXX on XXXX XXXX from a man who said his name was XXXX XXXX and he was a loan counselor that was assigned to our case to help us modify our loan. He stated that we needed to pay our negative escrow balance before we could start the modification process. He said I needed to go to a XXXX to pay the negative balance. This seemed fishy to me, so I called Freedom Mortgage on XXXX ( the day I was supposed to make the payment ) and spoke with a representative of Freedom Mortgage to ask them if this was legit. I was told by a representative at Freedom Mortgage that this was legit and that " if they were calling us from their phone number it was them. '' This call was on a recorded line. The Freedom Mortgage rep also told us we were negative in our escrow. So, I made the payment after speaking to the rep at Freedom Mortgage. I would have never made that payment had he told me it was not legit. The payment was made through XXXX XXXX on XXXX XXXX in the amount of {$1100.00} plus a {$16.00} charge from XXXX. This XXXX XXXX guy said then we needed to set up three trial payments. In the amount of {$1300.00}. He wanted to go through the XXXX way but asked me to do it in a way that was different than before. So, I got suspicious again and called Freedom Mortgage on XXXX XXXX to see if that first amount had posted. The first woman I spoke to said she had no record of that or that we were in a modification. So, I eventually got to a supervisor at Freedom Mortgage who informed me it was a scam and they were " ghosting '' the Freedom Mortgage number. I told him I was suspicious from the start but that the actual rep at Freedom Mortgage had assured me it was legit. I would have never made that payment had he not assured me because I was already suspicious of what was happening. Again, they have record of that phone call. AND, the scammers were calling me from Freedom Mortgage 's phone number. Now we are out {$1100.00} that should have gone to paying our mortgage and Freedom Mortgage has done nothing to try to make the situation right. There are no next steps. In fact, XXXX at Freedom Mortgage told me, " You got got ''. Those were his exact words. There has been zero effort on their part to take responsibility for their rep who assured me that was a legit phone call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has been getting additional funds from me for the duration of this loan, since XX/XX/2015. Due to the fact they took my over payment which is supposed to go to principal and applied it to their legal fees without my knowledge, I asked Freedom Mortgage for a complete checks and balances statement showing where every penny I sent them since XX/XX/2015 has gone. I have not received it and I do not believe they have any intention of getting it to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of XX/XX/XXXX, I have been trying to work with my mortgage company on extending my deferment. I gave them my military extension ( amended ) orders and requested to extend my deferment in a timely manner. Ive also provided them a copy of the California Assembly Bill No. 2521 of which amends Section 800 of the Military and Veterans code. It doesnt require to get any JAG Court Order whatsoever. Ive told them numerous times that this new amendment also covers 180 days within a 365-day period. All I am asking them is to please extend my deferent for six more months not the entire duration of my current XXXX XXXX. Now, I am here filing a complaint. On XX/XX/XXXX, what Section of the California Military and Veterans code did Freedom Mortgage Corporation referenced from? Do they have knowledge about The California Assembly Bill No. 2521? Ive also attached that assembly bill so please read its entirety. It amended Section 800 of the Military and Veterans code which changed the requirement to obtain a court order in order to extend a deferment for more than six months. All I need is a written request for a deferment to include an electronic communication, copy of my XXXX or XXXX order and any other information that substantiates the duration of my military service. In addition, the total period of the deferment shall not exceed 180 days within a 365-day period. I have been on XXXX XXXX for XXXX years without a break in service. I am also waiting for another military extension ( amended ) orders to continue my medical care and treatment for my injuries I suffered in the XXXX XXXX. All I am asking them is to please extend my deferent for six more months not the entire duration of my current XXXX XXXX. Please help me resolve this matter. Hopefully with your help, I am granted the additional six-month deferment I have been requesting for months. Assembly Bill No. 2521 An act to amend Section 800 of the Military and Veterans Code, relating to the military. [ Approved by Governor XX/XX/XXXX. Filed with Secretary of State XX/XX/XXXX, XXXX ] AB 2521, Quirk-Silva. Reservists : active duty : deferment of financial obligations. Existing law, the California Military Families Financial Relief Act, authorizes a reservist who is called to active duty to defer payments on mortgages, credit cards, retail installment accounts and contracts, real property taxes and assessments, vehicle leases, and obligations owed to utility companies, for the period of active duty plus 60 calendar days, or 180 days, whichever is the lesser, as specified. Existing law requires the reservist or his or her designee to deliver to the obligor ( 1 ) a copy of his or her activation or deployment order and any other information that substantiates the duration of the service members military service, and ( 2 ) a letter signed by the reservist, under penalty of perjury, requesting a deferment of financial obligations, in order for the obligation or liability to be subject to the provisions of the act. This bill would delete the requirement to provide a signed letter, under penalty of perjury, and instead would require the reservist or his or her designee to deliver a written request by the reservist for a deferment of financial obligations to the obligor. THE PEOPLE OF THE STATE OF CALIFORNIA DO ENACT AS FOLLOWS : SECTION 1. Section 800 of the Military and Veterans Code is amended to read : 800. ( a ) Subject to subdivision ( b ), in addition to any other benefits provided by law and to the extent permitted by federal law, a reservist who is called to active duty may defer payments on any of the following obligations while serving on active duty : ( 1 ) An obligation secured by a mortgage or deed of trust. ( b ) ( 1 ) In order for an obligation or liability of a reservist to be subject to the provisions of this chapter, the reservist or the reservists designee shall deliver to the obligor both of the following : ( A ) A written request by the reservist for a deferment of financial obligations. For purposes of this subparagraph, written request includes an electronic communication. ( B ) A copy of the reservists activation or deployment order and any other information that substantiates the duration of the service members military service. ( b ). In addition, the total period of the deferment shall not exceed 180 days within a 365-day period. Once again, to clarify, I am only asking for another six-month deferment because I have been on XXXX XXXX for XXXX years without a break in service. I am not asking for the full two years. I am also waiting for another military extension ( amended ) orders to continue my medical care and treatment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92860
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home and paid off my mortgage on XXXX XX/XX/XXXX. Prior to this I thought that my home would not sell and had requested a new homeowners insurance quote. An invoice was sent to Freedom Mortgage. Shortly after the quote, but before the insurance went into effect, I received an offer for my home and called to cancel the insurance. I also notified Freedom Mortgage to not pay the invoice. I was told this was annotated on the account, but the invoice was paid. I notified Freedom Mortgage around the date of the sale of the situation. They did not put a stop payment on the check and just told me that the funds would be returned to me. I had another call but do not remember the day. On XXXX XXXX I called when I saw the funds applied to my escrow account. I was told a check should be processed by XXXX XXXX On XXXX XXXX I saw the funds were still in my escrow account so I called again. I was then told that they need 10 working days and I would receive the check. I saw the following Monday ( XXXX XXXX ) that the funds were still in my escrow account, so assumed I would not receive the check within the original 10 days as promised. I called back and was told that a ticket had been opened and that I would receive funds the following Wed, XXXX XXXX. I was also told if I didn't see the funds to call back. I did not see the funds called again, and was now told the account was reconciled, but it's next Wednesday, XXXX XXXX, when I should see the funds. I have been promised these funds, which are a refund to me ( my funds ), on multiple dates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62226
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company has purposely witheld my mortagage payment because I filed a previous complaint. I mailed my XXXX payment on XX/XX/XXXX and they didnt post to my account until the XXXX of XXXX. This was right after I filed a complaint with your bureau because of other issues I had with them. In addition, they tried to process an ACH in early XXXX for XXXX when i told them not to do until end of month. They said they cancelled it so therefore, I had to issue a check mailed on XX/XX/XXXX ( other bills mailed to other service companies on same date all recevied by XX/XX/XXXX except for Freedom ) so I wouldnt be more than 30 days late. I have always paid my bills on or around last week of month without problems. They also said my XXXX payment was late but it was presented to my bank on first of XXXX and Freedom posted the same day on my account. According to a Freedom employee, this can not be possible. The day they post is the day they receive then it takes a couple of days to be presented to my bank. Also, said my XXXX paymentw asnt received and it turned out it wasnt late. I requested recors of all postings to my account and matched with my bank statements and found that Freedom is inconsistent with how they post to account and sre inefficent with handling mail. This has been reported as a late on my credit and undoubtedly will effect me financially. Also, I was charged overdraft fees because they tried to process ACH beofre it was supposed to. I even told them this before and after they porcessed it and they did it anyway. I called them no less than 15 times over the last three months trying to get things resolved but things kept going in a circle. NOTE : Icould not attach files because they are hard copies so I can only fax bak statements shwoing history over last several months..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since the first payment of XX/XX/XXXX, the payment amounts have been inconsistent. Upon repeated telephone calls to Freedom Mortgage, we were told " it was because of the escrow ''. To confirm, I called both the Treasurer 's Office and Homeowners insurance company. They disagreed. My husband is the only one on the loan. Our house got appraised by a company working for Freedom Mortgage at {$170000.00} when our house is only worth {$58000.00} according to XXXXhe County Treasurer 's Office. At some time, according to Freedom Mortgage, our loan was sent to a servicing company. We had no idea and continued to make the monthly payments based on the amount on the statement to Freedom Mortgage. At some time, they contacted us and said, " they bought it back '' now with a different account number but the same interest amount. They attempted several times to modify the loan at a ridiculous amount of years ( 40 to be exact and the same 6.75 % interrest rate ). We disagreed. However, we made several payments of amounts doubling some times triple the amount directed to the principal. For the entire year of XXXX, Freedom Mortgage stated we did not make one payment. I would check the bank account, the check would be there deposited and funds removed, and I would contact Freedom Mortgage. The agent on the line would say " yes you are all caught up, even ahead ''. Your mortgage is in good standing. However, through mail and phone calls, they said we did not make the payment. on 10 different occasions, I got certified copies of all the payments made, the checks always written to Freedom Mortage and sent it to them certified with return receipt. I, XXXX XXXX wife XXXX XXXX am not listed on the loan but have taken the negative report to my credit history. XXXXE tried several times to refinance but Freedom Mortgage has hurt our credit. WE tried to pay off the entire balance in XXXX of XXXX and Freedom Mortgage said no. We had to file bankruptcy to avoid a foreclosure sale and we are not bankrupt. This company has been lying, harrassing us, stealing from us by putting the funds in an unapplied account, hurting us, threatening us for 12 years. We don't know what to do. We are out of the bankruptcy court as Freedom Mortgage said we had to do 3 months in a modification period. WE did by overnighting the payment. They denied they got them and XXXX XXXX ' law office proved otherwise. Now they want {$25000.00} plus to reinstate? Oh this company has hurt us in every way. WE are honest people, we have integrity, we just want to live in our house and enjoy it. Recently, our car was repossessed because the trustee did not make the payments to the car 's finance company. WE need help. I have called the local county attorney 's office, the attorney general 's office, XXXX XXXX XXXX Office, wrote to HUD, FHA, washington, an am exhausted. This company is stealing from us. I did call the Federal Bureau of Investigation and was advised to call your office. I pray that CFPB can assist us. Oh, I hope no other person is going through this. We have given them so much money and are hurting so much. To day, they are theatening yet again with a foreclosure. We have done what they have asked time and time again just to be threatened. Oh XXXX, please please help us and tell us what we may be able to do. Thank you for your time. My wife, an innocent bystander has been hurt and paid dearly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear : Sir or Madame, Re : XXXX - XXXX XXXX XXXX, XXXX, Al XXXX Re : CFPB Report Number : XXXX ( XXXX XXXX ) Freedom Mortgage purchase my home loan, which was past due and in default from XXXX XXXX. I was in the process of having my name and responsibility removed from the mortgage being carried by XXXX, due to fact the home belonged to my ex-spouse as part of the divorce settlement. Also, as part of the divorce settlement, I was to pay my ex-spouse the amount of the mortgage for 3 years, which I did and continue to do, with the hopes that she is paying the mortgage on time. By your company ( Freedom Mortgage ) purchasing a bad mortgage and then reporting to the credit agencies that the mortgage is past due and in default, your company has created an undue, unjustified and hardship burden upon me. Freedom Mortgage has been sued by the CFPB, XX/XX/2017 for consumer fraud and mortgage deception. My complaints to Freedom Mortgage regarding my mortgage and the issues involved with it, date back 3 plus years. The NJ Attorney Generals Office is reviewing the business practices of Freedom Mortgage. I have provided information regarding my mortgage complaint to both the New Jersey Attorney Genera and the XXXX XXXX XXXX Please have Freedom Mortgage stop reporting this bad Loan / Mortgage ; stop reporting the delinquencies / past due amounts and days to the three credit reporting agencies. v/r
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35173
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was contacted by Freedom Mortgage on XX/XX/2019 by XXXX XXXX asking if I would be interested in reducing my interest rate on my current mortgage with them at no cost to me that Freedom Mortgage would be paying for everything that the only thing I would have to bring to the table was FHA upfront mortgage premium. After our discussion she sent me loan disclosures. She asked that I send her back a copy of a utility bill. I sent the information that afternoon and then called back on XX/XX/XXXX to verify she received everything. She said she did and I had several questions about the information. She at that time in fact said that after running the numbers while we were on the phone the loan would not have enough time to close in XXXX so I would be able to skip both XXXX and XXXX mortgage payments because it would close toward the middle to end of XXXX. I was thrilled especially since the holidays were coming up so I agreed to move forward. That is where the issue happened. After a week and 1/2 I had not heard anything so I called to check on the status. I was told not to worry they were working on it. I asked to have XXXX call me and left a message. She did not call back. I then sent an email. I did not hear back. I then got information via email on XX/XX/XXXX from XXXX XXXX telling me they were working on my information and if I needed anything to contact her. I emailed back because it said to stay current with my payments during this process and I asked about what to do about my XXXX mortgage that I wanted to make sure it would not count against me and XXXX emailed back on XXXX XXXX and said to make sure to continue to make my mortgage payments until I hear back. I then picked up the phone to call her and got her voicemail. I told her that concerned me because I was told I would get to skip my XXXX and XXXX payment to please have XXXX XXXX call me back to explain or could she call me. Again no return call from either one of them. I sent emails to both as well with no response. I then got an email on XX/XX/XXXX with closing documents. When I looked through the documents I was dumbfounded because not only was the amount I was to bring at closing doubled but also the closing date was within a week. I was told we would not close until the middle of XXXX and that is why I would be able to skip XXXX and XXXX mortgage. I emailed XXXX and XXXX and left another message for both. Still no response. I have left 3 additional messages for both ladies with no response to any of the phone messages or emails. I then called and asked for a manager. Last Thursday I spoke with a manager who said he would look into it and call me back Friday. It is now Monday evening and still no return call. I have called and asked for a manager and keep getting a voicemail of someone different each time. I left messages now for both girls managers and have been on the phone over an hour to speak with the escalation team and no one has picked up. This is absolutely ridiculous and I think they are attempting to try and churn loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37804
Submitted Via: Web
Date Sent: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a veteran who received a marketing call from my current mortgage company, Freedom Mortgage, who encouraged me to apply for a VA IRRRL. Since the inception of this process communication with the company has been predominately through a Customer Advocate who knows little to nothing about the loan process. The replies to my emails ( when the Customer Advocate decides to reply ) are short and scripted with no explanation as to why it has been almost three months and there has been no action on my IRRRL. I keep getting the run around, and told that the company is working very hard. I received all of the initial promises from the first loan officer about the benefits of the IRRRL and since then nothing has happened. I started the process on XX/XX/2019 and they said we would be able to close in about a month, it is now XX/XX/2019 and I still have no definitive reason why the process has stopped. I contact the Customer Advocate about once every two weeks. The reply is they are working hard If I try to phone the number goes to a recorded line that says to leave a detailed message. This company services my current mortgage, and I am disgusted by the poor customer service and being treated unfairly. I feel as though I have been scammed. The manner in which this company conducts their business is unprofessional, and as a veteran I feel as though I have been treated poorly. Remember, They called me and promised a lot of service and haven't followed through on anything, and now I am concerned about how this company does business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95765
Submitted Via: Web
Date Sent: 2019-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-26
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: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2019-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A