Date Received: 2019-10-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Closed on a refinance final docs signed XX/XX/19 Monday, I was told funding would occur that Friday XX/XX/19 via fedwire from XXXX. Called Freedom Mortgage to inquire why funding to my personal account has not happen in which they explained in did and it was funded. XXXX bank has no record on fedwire either and that they Freedom Mortgage would reach out sometime next week to XXXX to find out what happen ( delay tactics ). This just seems fraudulent behavior in the extreme by a mortgage company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2019-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX Veteran and received a VA loan from Freedom Mortgage in XXXX. I lost my job in early XXXX as a XXXX XXXX with the XXXX XXXX in XXXX, Alabama making over {$110000.00} annually due to a closing of the office. I found another position with another company making half of what I was making at {$56000.00} annually plus commission. I applied for a modification with Freedom Mortgage in early XXXX as I was going through a divorce and I was awarded the house and our XXXX children ages XXXX and XXXX. I sent paperwork as requested by Freedom Mortgage from XX/XX/XXXX until I was contacted with an approval in XX/XX/XXXX. I was paying {$1700.00} per month for my mortgage before the modification request and Freedom offered to lower my principle but increased by interest rate from 3.75 % to over 5 % therefore keeping my monthly rate the same and added the back payments which was over {$400.00} per month. The total modification would be over $ 2200 monthly. I had to file Chapter XXXX bankruptcy after receiving this approval to avoid them foreclosing on my home. I have been paying the back amount through my bankruptcy repayment however I am unable to afford the $ XXXX monthly payment and I am now 5 months behind and received a letter from Freedom Mortgage that they want release from the bankruptcy so that they can foreclose on the home. They have posted this pre-foreclosure for investors as I am receiving texts and mail about individuals requesting to purchase my home. This has caused a great deal of stress on me and my children. I am unable to rent anywhere due to my credit and bankruptcy. Freedom Mortgage could not have looked at my financial statements that they requested and determined that I could afford the same amount. This modification was not done in good faith. Again, I am a veteran and I do not want to lose my home with my XXXX children. Please help!
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: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom mortgage contacted us to refinance our loan. At the time of refinancing, we were NEVER provided the required final disclosure statements 3-Days prior. Our closing was on a Monday so I both emailed and called XXXX XXXX of Freedom Mortgage on Wednesday, Thursday and Friday before the closing and advised her we had not received our documents and that I did not know how much we were to bring to the closing. I was told to be patient, they were busy and putting in mandatory overtime. I was told I'd likely have it on Saturday afternoon. On Sunday I received a call from the company doing the closing. They did not have the information either and would call me on Monday to let me know how much to bring to closing. I received a call Monday afternoon on how much to bring to closing, however I still NEVER received my final disclosure documents. It wasn't until I was at the closing that my wife and I saw the final amounts, which of course were different than we were originally told.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a higher interest rate on my mortgage that qualified for a VA streamlined reduction. I tried to get it from my current mortgage servicer but they refused. They tried to tell me that no one would give me a lower interest rate than what they were offering. I got 3 offers in the mail that were lower. Freedom mortgage refused to match them. I got a lower offer and started the process. Unfortunately, Freedom mortgage is refusing to send by email my mortgage note in a timely manner to lock in the lower rate that they refused to extend to me. I feel they are deliberately slowing down my request, because they have told me that they could send it tomorrow then said Monday. I requested it initially on Thursday, XX/XX/2019. I should have had it today, XX/XX/XXXX. As I said - they refused to streamline my loan themselves, and now that I have a chance with another company, they are dragging their feet. I went through my paperwork and I do not have a copy of the mortgage note. They never sent me one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage contacted us to refinance our loan with them. After the original loan was closed and paid-off in their system, they withdrew {$2200.00} as a payment on the paid-off loan from our bank account. After contacting them, to have this reversed ( since the loan was paid-off ) they have refused to return the funds. Twice I provided proof ( bank statement & copy of their own online statement showing receipt of funds that are unapplied ) they withdrew the funds. I have called 5 times over the last 4 days and they are refusing to return the funds stating they are 'looking into it ' but don't have proof they received the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I provided Freedom Mortgage Company notice that, as a military XXXX, I was being called to XXXX XXXX. I began several consecutive periods of XXXX XXXX service in late XX/XX/XXXX, and I am still on XXXX XXXX orders into XX/XX/XXXX. I provide copies of my XXXX XXXX orders to Freedom Mortgage in mid-XXXX and requested protection under the SCRA and pursuant to the California Military Families Financial Relief Act ( CMFFRA ), California Military and Veterans Code 800. I provided a formal written request to defer my mortgage obligation for the 180 days under the CMFFRA unless Freedom Mortgage was willing to defer my financial obligation for the duration of my military duty ( through XX/XX/XXXX ). In XXXX or XX/XX/XXXX, they acknowledged receipt of my orders but did not timely respond to me request for deferment. Since this complaint covers over a year of time, I will try to summarize. On or around XXXX of XXXX, I was told that my deferment request would be granted. On or around XX/XX/XXXX, I was told over the phone that Freedom Mortgage would grant my deferment through XX/XX/XXXX, or for a full 12 months, I just had to provide a copy of my orders, which I already had done. Per the CMFFRA, I was to pay my monthly impound account, while my principal and interest would be deferred, and the length of my mortgage would be extend by the length of the deferment once the deferment period ended. I paid my impound account for the past year in good faith. Despite this, over the past year plus, Freedom Mortgage has repeatedly submitted detrimental credit reports to the credit agencies, charged fines on my account, charged other fees on my account, sent correspondence saying I am past due, sent correspondence saying I am in default, harassed me when I called in to inquire on the status of my requests, etc. Today, XX/XX/XXXX, since the understood deferment was scheduled to end on XX/XX/XXXX, I called Freedom Mortgage to make a full normal mortgage payment. They refused to take my payment and said I was due for the full amount of the past year 's mortgage payments. I believe Freedom Mortgage 's actions are in bad faith, violate the CMFFRA, as well as the SCRA. I request they either : extend my loan by the 12 months as previously agreed, and bring my account current, and remove all fines and fees, and remove any and all adverse credit reports from the credit reporting agencies ; OR, forgive my loan. I have paid each month 's impound account as agreed, and tried to resume full payments in a timely manner as anticipated ; it shouldn't be this hard to pay a mortgage. Freedom Mortgage should not be acting in bad faith when servicing the mortgages of service members who have other more pressing concerns on their plates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93955
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/2019, I was contacted by Freedom Mortgage, our current mortgage company. XXXX XXXX, loan officer, offered a refinance opportunity to drop our current rate by half a point, which would get us to 3.5 %. He let me know the benefits of refinancing with freedom mortgage and we agreed. My wife and I have signed several e-documents and we also submitted all requested documentation in a timely manner. In the middle of XX/XX/2019 I received a call from Freedom Mortgage collections asking us to pay for month of XX/XX/XXXX. My wife also had a follow up call with XXXX and he let her know that all documentation was submitted and we were set to close. Unfortunately, XXXX XXXX, stated that we did not submit our proof of occupancy. I contacted my wife to verify and I found that she did submit all documents requested. We never received correspondence from Freedom Mortgage requesting a certificate of occupancy. I do, however, have proof that XXXX XXXX only requested a current utility bill and a current pay stub. No specification was provided on both husband and wife or other. I have the email saved from Freedom Mortgage to prove this. Lastly, I spoke to XXXX XXXX, XXXX, on XX/XX/XXXX. She told me that she understood our issue. Her plan to resolve this issue was to waive the interest accrued for the month of XX/XX/XXXX, waive the closing cost for XX/XX/XXXX and to also waive XX/XX/XXXX mortgage payment. She told me that she would follow up with an email verifying what she said to me after our XX/XX/XXXX payment posted. Our payment has posted, I have called her, with zero response nor have I received a confirmation email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Freedom Mortgage caused a huge problem with my bank account and did not follow instruction properly on processing of my payment. This created me to be late the following month due to their negligence in handling the problem and resolving immediately. they submitted for payment several days after they were supposed to process ACh payment, which is supposed to process immediately that day or day after, They also received payments as proven by bank statements I sent to them showing proof of this. After calling them they were arguing with me about something that was clear as day. I mailed another check to them 6 days before months end and they said they never received it even though all my other bills mailed same day were received by other service providers. they stated they would consider it late because of this. However, the ACH that should of been processed on a particular day would have avoided the so called late payment on record.
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: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I received notice that my loan was in active foreclosure. I called into Freedom Mortgage to discuss the options and was advised to contact the foreclosure attorney once a reinstatement amount has been determine. I didn't understand how I was in foreclosure when there was a large payment that was sent in on XX/XX/2019 for XXXX. The representative explained to me that the funds sent was not enough to make a full payment and the funds remained in " suspense ''. " When the loan was referred to foreclosure, the funds are allocated as Freedom Mortgages sees fit, which was to escrow ''. I was confused since our monthly payment was elevated due to escrow shortage to begin with. I was not aware a company can move funds around without the consent of the consumer. I feel as though Freedom Mortgage purposely moved funds to escrow which expedited the foreclosure process. I talked to a supervisor in collections ( XXXX XXXX ID # ) and explained my situation and ask that funds be moved to reduce the outstanding balance, he apologized but was unable to assist. The supervisor said the foreclosure department makes the decision and agree that I contact CFPB to address my issue. I would like for freedom mortgage to move my funds to reduce the outstanding amount I owe in payments. The funds sent was never intended for escrow and it's not contractually stated the mortgage company can dictate how funds are applied regardless of the status of my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76028
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom mortgage states to have not received the remaining documents they've requested. I've faxed them and emailed all of the documents requested everyday in the past week. Im also being advised I have a sale date set on XX/XX/. However, when I look at the XXXX County CAD website, the auction appears to be on XXXX. Freedom mortgage stated my auction is on XX/XX/XXXX. I do not understand how a legal county website is reflecting incorrect information, or if I am being advised of incorrect information. I have proof of documents being emailed and proof of documents sent via email yet they have no information on the remaining items sent, in which they requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A