Date Received: 2019-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage with Freedom Mortgage in XX/XX/XXXX. The closing process with Freedom Mortgage was problematic from beginning to end, as the company seemed unable to follow simple instructions. In the spring to XXXX, I received a notification from Freedom Mortgage that my escrow account was significantly underfunded in the area of {$1600.00} and my monthly payment was increasing by {$400.00}. I made repeated phone calls to the Freedom Mortgage and was told various answers each time : 1 ) my home owners insurance increased, 2 ) my real estate taxes increased or 3 ) there was a problem with my closing documents. After following up on their responses, all of Freedom Mortgages answers were incorrect. I also requested and received an Escrow Account Disclosure Statement from Freedom Mortgage which contained several errors and was difficult to understand. I called Freedom Mortgage about the errors in the statement and was told there was nothing they could do. On my own accord, I initiated a review of my closing documents, there I identified an error in Freedom Mortgages Initial Escrow Account Disclosure Statement and noticed my real estate taxes were under-reported by 50 %. Meaning the initial monthly payment presented to me by the mortgage broker was grossly inaccurate and the total monthly cost of the loan was significantly higher than what Freedom Mortgage represented to me. If I had known the true monthly payment, I would have not proceeded with the refinance process. The loan was misrepresented to me. At this point, I have lost all faith in Freedom Mortgage to handle my loan as they have missed handled and misrepresented information at every stage of the loan process and are grossly incompetent. At this point, I would like to take regulatory and legal action against the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of XX/XX/2019, I have been trying to work with my mortgage company on extending my deferment for the past several months. 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 new California Amendment with an effective date of XX/XX/2019, which doesnt require to get a JAG Court Order but they keep beating on my head that I do. I told them numerous times that this new amendment covers 180 days within a 365-day period. I have been on XXXX XXXX for two 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. I have also requested numerous times for them to provide me via email or mail what they need so I can give the information to the JAGs Office but I keep getting the same phone conversation that they cant. I finally contacted JAG for assistance. The JAGs Office and I placed a three-way phone conversation to the mortgage company but to no avail he couldnt convince them that the JAG Court Order doesnt exist for what I am requesting. Now, I am here filing a complaint. Please help me resolve this matter. Hopefully with your help, I am granted the additional six-month deferment I have been requesting.
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: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started a refinancing process on XX/XX/2019 with Freedom Mortgage. This company is also my mortgage. I have been on time with payments for more than a year. I was told by XXXX XXXX that it was going to be smooth process since I have my mortgage with them. In this process I was told by XXXX not to worry to pay the house for the month of XX/XX/XXXX and XX/XX/2019. Which it was convenient to invest for some things on the house. On the closing appointment the representative did not show up and I called them and they said that I need to make XX/XX/XXXX payment and I explain to them regarding the email that I was told not to pay XX/XX/XXXX and plus I have invested the money already and that issue will cause to make my payment late, so they gave me to XX/XX/XXXX to complete XX/XX/XXXXpayment and any fees so I try many attemps to communicate with XXXX or any other person to help me understand all the confusion that they are putting me through why so many changes and why was not even told anything about any changes.Even though I did made my XX/XX/XXXX payment on XX/XX/XXXX and I send emails to let them know that I was ready to schedule the closing appointment again. So I was early 1 week prior to the deadline and when I call Freedom tells me that my refinancing is close and they could not do anything about it I explain to the person that I have a letter that states deadline is XX/XX/XXXX and why do they close it way before the deadline .Daniel refuse to take any of my calls and responding to my emails and I try to speak to a supervisor as well very unprofessional never return my email or a phone call. I need it to get my payment lower ..so I can afford my childrens house and all since XX/XX/XXXX I was lied and nothing was done I did everything I was ask to do so I am very confused and upset to why Freedom mortgage did this to me. I have been a good costumer all this time and now I am very disappointed with this refinancing process. This process got me to get behind in my mortgage for XX/XX/XXXX and XX/XX/XXXX because I have put my trust in them. I do feel ignored and discriminated and very disappointing with their honesty. Freedom Mortgage did not follow the Department of Housing refinancing guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92345
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Currently Freedom Mortgage Corporation is blocking me from submitting my payment online. I have had to pay my mortgages over the phone and work through their {$15.00} phone payment process. I have asked them to fix this since XX/XX/XXXX. Their tech, XXXX at extension XXXX was supposed to call me and work this out. He has several messages from me and the latest we set up a time for today, XX/XX/XXXX XXXX XXXX to resolve and he was a no show. I can only conclude that FMC is now blocking me from making electronic payments. This goes along with their threats, RESPA violation, refusing to pay their bills and refusing to send me the required closing docs I have repeatedly ask for and have not received. Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80003
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently refinanced my mortgage through XXXX XXXX XXXX. Prior to a payment being made to XXXX, my loan was sold to Freedom Mortgage Company. Although this should have been a seamless process, as I did not request nor initiate the sale, it has not been. After the first payment was made to Freedom mortgage in the amount of {$3100.00}, I received a letter in the mail stating that an escrow analysis was performed on my escrow account and a shortage was unveiled in the amount of ~ {$800.00}. After further review with Freedom Mortgage, the shortage was associated with missing homeowners insurance information during the transfer of the loan from XXXX XXXX to Freedom Mortgage. As a result, there would be an increase in my mortgage payment to {$3200.00} to cover the lender paid insurance that Freedom Mortgage was to purchase on my behalf. However, I was assured by Freedom Mortgage, that if I was able to provide them with the missing information ( insurance binder showing an active policy as well as proof of payment for the yearly premium ), my monthly payment would not increase to reflect the lender paid homeowners insurance. Following the guidance provided, I uploaded the required documents on XX/XX/19 and again on XX/XX/19 to XXXX XXXX XXXX using the PIN provided by Freedom Mortgage. I then requested a new escrow analysis to be performed on my escrow account to now include the following : A copy of the cleared check paid from XXXX XXXX XXXX directly to XXXX XXXX for the full amount of my annual homeowners insurance premium A copy of the XXXX XXXX XXXX binder showing my active insurance policy. Despite providing the requested information, my monthly loan payment was still increased to the {$3200.00} amount. I spoke with Freedom Mortgages escrow department on XX/XX/19 to obtain the status of my new escrow analysis request and to my shock, my request had been denied! Given that the only reason for the increase was due to my missing insurance information and that information and proof of payment has now been provided, as well as over {$6000.00} was disbursed into the escrow/paid to the insurance company at the sale of the loan. Therefore, I am baffled as to the reason why I am not being afforded the opportunity to have a new analysis of my escrow account. Attached to this submission, you will find : The final closing documents from XXXX XXXX ( Refi closed on XX/XX/19 and loan was sold to Freedom Mortgage XX/XX/2019 ) The original escrow analysis performed by Freedom Mortgage Mortgage statements Cleared check - Insurance premium payment to XXXX XXXX from XXXX XXXX County Taxes for the property Insurance Binder
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: They are saying I haven't paid my mortgage when in fact they are holding two of my payments now in a " suspense '' status and charging me late fees. I paid XX/XX/XXXX and XX/XX/XXXX my XX/XX/XXXX and XX/XX/XXXX payments, but they have not posted them. My mortgage payment is usually {$780.00} and I always pay {$800.00}. This year they came up with a formula to include extra padding for escrow with a payment of {$810.00} and I told them I am not paying their extra buffer over and above {$800.00} when I have the option of paying any escrow shortage at the end of the year. They have been giving me trouble ever since and it is affecting my credit. I want them punished because what they are doing is wrong! They need to be fined per the Fair Credit Reporting Act for one!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31909
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2019 contacted lender recommended/provided by my current mortgage servicing company to inquire about the FHA Streamline Refinance and decided to apply. XX/XX/2019 Signed/Returned First Interest Rate Lock Agreement with Freedom Mortgage from 4.50 % to 4 %. Mortgage Processor XXXX XXXX. XXXX XXXX, 2019 Provided additional information as requested. XXXX XXXX, 2019 Scheduled call Appointment with XXXX XXXX to finalize documents, at her request for XXXX XXXX, 2019 at XXXX. She never did call so I sent her a text message to see what was going on. XXXX XXXX, 2019 Email from XXXX XXXX my Mortgage Processor is XXXX XXXX. XXXX XXXX, 2019 Contacted current mortgage servicing company, XXXX to express my concerns of being handed down from processor to processor and not getting anyone to call/text me status of my refinance request. They connected me with the first person I originally spoke with, XXXX XXXX. When he called me back I told him of my frustrations with the company and for my troubles I now wanted the current listed refinance rate of 3.50 %. After speaking with his supervisor I was granted the 3.50 %. XXXX XXXX, 2019 Signed/Returned New Interest Rate Lock Agreement - Expires XX/XX/2019. XXXX XXXX, 2019 Email from XXXX XXXX - My new Mortgage Processor is XXXX XXXX. XXXX XXXX, 2019 Emailed XXXX XXXX for status of refinance. XXXX XXXX, 2019 Email from XXXX XXXX - My loan has been reassigned to XXXX XXXX. XXXX XXXX, 2019 Emailed XXXX XXXX copy of same email sent to XXXX XXXX for status of refinance. No response. XXXX XXXX, 2019 Called XXXX again for assistance due to Freedom Mortgage not responding to me by phone/text. This time I was told I had to take it up with Freedom Mortgage and called the number they gave me. The receptionist assured me she would get in touch with XXXX XXXX who was currently out of his office ( she further stated we work in the same building ). Paid current Mortgage online. XXXX XXXX, 2019 contacted HUD about filing a complaint and obtaining a list of approved lenders in my area in hopes of finding a professional and responsive lender to work with so that I can proceed with my streamline refinance XXXX XXXX, 2019 XXXX XXXX ET still no call/text from Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20782
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made payment toward principal on two separate occasions with the same result. My payments are always up to date and on time. When I submit a second payment to principal, Freedom Mortgage places the payment in a " suspense '' and does not apply the funds to my mortgage principal. In the latest incident, they received the payment on XXXX and had taken no action when I called them on XXXX. During that call, they said that the payment would not be applied to my account until Friday XXXX. That is almost 2 weeks or nearly a half of a month of interest that I have lost and they have gained on my payment. As stated earlier, I have had this same issue previously. This is not an anomaly, it is a practice. As always, thank you for the important service that CFPB provides to consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2019-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My brother has a loan through Freedom Mortgage on a VA type loan- he has recently passed away and when I took over as executor of his estate, and tried to work with Freedom Mortgage to resolve his loan, and be able to receive mailings and correspondence, I was ignored, and no mailing ever went to me, or phone calls to me regarding his loan with Freedom Mortgage. When I found out about the home being foreclosed on, and was never once mailed a letter or had a phone call, I was in total shock. I called Freedom Mortgage immediately, and was told they sent his mail to a PO Box that he was using prior to his death. When I asked why NONE of his mail was being sent to me as requested, I was told, the address they sent it to was the one on file. Despite my requests to have all mail and correspondence sent to me. The hose is now in process of being sold, as we have lost hope in keeping the property. Now the mortgage company will not give the title company a payout amount to resolve the title. The mortgage company has done everything they can to foreclose on this home, and has made no effort, or action to work with me in any manner to resolve the loan, or allow the title company to resolve the payout amount. The mortgage company has- Death Certificate of my brother, my ID, court documents with me as executor, and the my address to where to send mailing, and still never once contacted me regarding his account. Who were they working with on this foreclosure?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55129
Submitted Via: Web
Date Sent: 2019-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My problem is with Freedom Mortgage Co. XXXX XXXX XXXX,. XXXX, Ind. XXXX I have sent additional monies to be used for principle only but they always apply the payments as regular payments with most of the money going to interest. Many phone calls and I never got satisfactory results. I was told I had to send my money to another address but the results were the same. Finally after getting very rude and ugly, I got one lady that helped me. There was approx. {$4800.00} and six payment over a two year period. One payment of {$600.00}, check # XXXX written on XX/XX/2017 was not reversed and applied to principle as should have been. I was told they could not change a payment that far back because there was a Federal Law that prohibited them from making a change to an account with a payment that far back. Many phone calls to Freedom mortgage and I could not get any satisfaction. These people are dishonest. I followed their guidance of writing for principle only on my check and even highlighted it but they always applied the extra money to interest. Can you help?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2019-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A