Date Received: 2019-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I was injured on the job. It took about three months for workers compensation to okay the claim, which gave us little income for that three months. We contacted our creditors to let them know our situation including our Freedom Mortgage company. They worked with us with a forbearance program of which we made out payments on time. I was out of work for one year and by that time it showed us way behind on our payments with Freedom. The Freedom 's loss mitigation had us fill out a packet again to see what they could do to help, but we were also trying to catch up with all of the other creditors. We put the packet together and sent it off for the underwriters and we went on another forbearance. In XXXX of XXXX my XXXX was so damaged I needed it to be XXXX so I was out of work again for another five months before returning to work ; forbearance for that period. Freedom Mortgage seemed to understand and help as much as possible and we were very grateful for it. In XXXX or XXXX of XXXX we received a letter from Freedom saying they were putting us on another forbearance for three months of which we were suppose to make the payments each month on time. This payment was of the amount of our normal monthly payment. We complied with their request making the payments and filling out another loss mitigation packet hoping to get what was owed put at the end of the loan so we would be back on track with the loan. The packet was filled out and sent the last part of XXXX and verified they received it by phone. They called back after the underwriters had looked at it saying there were parts missing or not filled out correctly. They were rectified and returned just to get the same message that it wasn't complete. We made the XXXX house payment, but on XX/XX/XXXX we received a letter from Freedom saying " Please be advised that a foreclosure sale of the above-referenced subject property is scheduled for XX/XX/XXXX ''. They also stated that according to their agreement that our loss mitigation application was received less than 37 days before the scheduled foreclosure sale that they don't have sufficient time to review and stop said foreclosure. Also, we came home one day and found a note on our door stating that we had 45 days to vacate the premises. The problem I see with this line of thinking is they keep finding little things that stops the process and we need to do it all over again or complete a form correctly. This ate up so much time that it appeared to us that Freedom was just delaying that process so they could foreclose and end the contract : they just want our home it appears and they did whatever needed to be done to accomplish just that. One of the statements made by their representative was " The IRS requires it to be exact '' when in fact I did what was asked on the form. Back and forth for weeks until now we are in this situation and see no way out of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
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. I kindly let them know that we would be signing our new mortgage loan in that month. According to XXXX XXXX we would be have XXXX dollars when the signing was complete. Soon after I called XXXX, to find out what was taking so long. He let me know that we had to pay our sewage bill to our township. I immediately paid that bill, scanned and forwarded the receipt to 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 had a conference call with both XXXX XXXX and XXXX. XXXX stated he submitted all documents to XXXX, however XXXX stated that she never received them and failed to contact us so we could work the open issues. I have contacted both XXXX and XXXX supervisor and they have not contacted me yet. The billing cycle for XXXX will be over on the XX/XX/XXXX and will miss that payment. XXXX Manager XXXX XXXX XXXX XXXX Manager XXXX XXXX XXXX
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: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgages manages my home mortgage. I pay my mortgage online through XXXX XXXX XXXX. I received a letter dated XX/XX/19 stating Freedom Mortgages had not received the XX/XX/XXXX payment for my home loan and was instituting a {$15.00} late payment fee. My first response was to visit my XXXX XXXX XXXX branch bank on XXXX XXXX in XXXX, WV. My teller, XXXX, assured my XXXX XXXX XXXX had issued a check for the XXXX payment which was delivered on XX/XX/19. This was the first time I had learned that Freedom Mortgages does not accept online payments and required my bank to issue a check each month to them upon my request for the online payment. Upon my return home, I called Freedom Mortgages. Employee ID # XXXX responded to my inquiries about the payment by saying there was nothing he could do. He insisted his company had contacted all mortgage holders to change the address for payments. I told him the message sent in XX/XX/XXXX was addressed to all people who paid their mortgage with a check. I read and discarded the message because I paid my mortgage online. I explained I had received a second message on XX/XX/XXXX which added people who pay online should also change the address. I edited the address on XX/XX/XXXX, and I told the employee of Freedom Mortgages I should think that the XXXX XXXX would be open at least through the end of XX/XX/XXXX. I asked to speak with a supervisor. The employee asked if he couldn't find a supervisor, would I be willing to speak with a customer satisfaction ambassador. I agreed and spoke with employee ID XXXX who said the payment might have been thrown out and requested I pay immediately over the phone. Expressing my distrust of the responses given thus far, I asked for some type of response from Freedom Mortgages to safe guard me in case the check was cashed even though I had issued a second check for XX/XX/XXXX payment. I informed Freedom that my bank would charge me {$35.00} for a stop payment on the " lost '' check. After some time spent on hold employee XXXX returned to the phone to inform me my " lost '' check would be returned to my bank. To my question of when would the check be returned the employee informed me there was no way to determine when and again requested access to my bank account for the XX/XX/XXXX payment. I told the employee when my bank received the check I would reissue the payment. The employee told me if I didn't make the payment by the end of XX/XX/XXXX I would suffer negative financial consequences. I am a XXXX XXXX on limited income. My finances can't uphold two mortgage payments in a single month. I think at the very least the late fee, the stop payment charge should be shouldered by Freedom Mortgages. I asked that my screen be notated about the " lost '' payment stopping any penalties or effects on my credit. This request was denied and backed up with the threat to my finances. Please help regulate this company. XXXX XXXX XXXX XXXX, WV XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: FREEDOM MORTGAGE IS ATERRIBLE company I was suppose to refinance and close on XX/XX/2019 they told me not to pay in XX/XX/XXXX for the month of XX/XX/XXXX. I was working with XXXX XXXX my loan officer. So I didn't pay for XX/XX/XXXX. and then he calls me on XX/XX/XXXX and tells me to pay for XX/XX/XXXX or its going to be on my credit report and Then I would have a late payment that would make it so I can not close/refinance. I have never done this before so I did not know the process just trusting my mortgage company. So I tried to speak with a supervisor or manager no one ever calls back. I get a new loan officer XXXX XXXX who calls me about closing in XX/XX/XXXX instead of anyone calling me back about the lies I was told. XXXX knows nothing about how his company is poorly handling my hardship and how I had to get more money to pay for XX/XX/XXXX mortgage even though I was told not to and I'm in a hardship and used that to pay my other bills. I even called and spoke with XXXX to make sure its okay to pay my other bills, he said yes these calls are recorded. I ended up paying the XX/XX/XXXX. payment and schedule to close in XX/XX/XXXX. Then the closers never showed up XX/XX/2019 XXXX. I called and got the run around. They reschedule for a few days later and the woman comes late to my house and closes. I then get a late fee letter and so I called and told them I closed they said there is nothing they can do. I spoke with a supervisor and so they said they will remove the late fees. I then get a call from XXXX saying the closer did not fill out all the documents and we need to close again and I will need to now pay XX/XX/XXXX and they sent my check back and I'll have to pay the mortgage and closing cost by Monday and that there is nothing that says they will wave any late charges. I asked for a manager and they said there customer service, loan officers, schedulers and ( Inspire ) the closing company are all different and I can call customer service if I want to complaint. I am now left with no closing. No money for XX/XX/XXXX mortgage and a check that is on hold because they reversed. I will now have this on my credit and can not refinance because this will be considered late mortgage and does not qualify with late payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55075
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We have had a VA mortgage for about 9 years total, but the last two years we have had a VA mortgage with Freedom Mortgage. We were constantly being contacted that our interest rate could be lowered, and we decided to go forward. We were told that our mortgage rate would be streamlined, different that a traditional refinance, and it would go from 3.875 to 3.375 % saving us about {$150.00} a month. We spoke with XXXX XXXX on XXXX, who set it up, we signed e-documents and were done We were contacted by our loan officer, XXXX XXXX , who said she would email her contact information if we were to have any questions, and never got anything XXXX said she would give us the information, and never did. we were contacted on XX/XX/2019 that our loan was final and to schedule a closing. We were told that we should not pay our XX/XX/2019 and XX/XX/2019. I contacted several people at Freedom Mortgage who said the same thing, so we held off on paying it. ( we have had 3 mortgages for 3 homes, but never did a refinance, so we believed them ). we contacted Freedom Mortgage and set up a signing for XX/XX/2019. My husband is a XXXX for the military and was working on the East Coast and flew back home for this, and was scheduled to leave XX/XX/2019 to leave for the XXXX to do relief work and set up fresh water for the victims of the hurricane. Our notary was scheduled to arrive at our home at XXXX, and she called to say that the loan had been put on hold. I spent ALL DAY trying to get answers, and no one could tell me what happened, except the title company said that they had not received what they needed from Freedom. My husband and I rushed out to get a power of attorney, knowing it was not going to happen and he had to leave. I spent the next 3 days, trying to get answers. I was answered with rudeness and promises of call backs that did not happen. I got a phone number off an email I was included in and called XXXX XXXX. She answered the phone with " how did you get my number '' not " how can I help you. '' She said she would look into it and call me back in 10 minutes. Never did. She called back about 4 hours later and said she would then call me back. I heard nothing. I called Freedom Mortgage customer service and closing department numerous times, demanded supervisors, and was told there were none but would get a call within 24 hours. No one ever called. On Thursday, XX/XX/2019, I received a phone call from XXXX XXXX at Freedom Mortgage, saying that everything was fixed, and he promised our closing would now take place XX/XX/2019 at our home, with my power of attorney since my husband is out of the country. He again told me to not pay XXXX or XXXX mortgage, but to save it in the event my husband and I changed our minds. He confirmed in an email, NOT to pay our mortgage. Today, XX/XX/2019, no one showed up for our signing. I contacted the notary and she said again our loan was placed on hold. We have no idea why it is not going through, no one will answer our questions, no one knows what they are doing, we have emails saying to not pay anything. I paid our septmeber mortgage as we have never had a late payment and would like to keep it this way. We need answers. We were contacted to lower our interest rate and now we have no idea what is happening. we have been stood up for two closing document signings because Freedom Mortgage can not communicate to anyone what is happening. we want to know what is going on, and why we are not getting what we were told. as a VA loan, I would expect a company to have more respect for their veterans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85209
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have made numerous requests to my mortgage company over the last year to send me ( on paper and signed ) the amount of money I need to send them in order to pay off my PMI..Not only have I never received this but I was told last week that they do not have to send me it in writing or email.I have also been told that no one at this company is really familiar with how to do this- paying off PMI 'S. This is a simple request -I am at a dead end after speaking to the Supervisor last week -XX/XX/XXXX- Her name is XXXX XXXXThank you !!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02184
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-22
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: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/XXXX with 30 days late remark on XXXX and XXXX XX/XX/XXXX with 30 days late remark on XXXX I also see some inaccuracy on this report so I am making sure that everything is being updated accordingly. 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. Thank you for taking this seriously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2019-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Earlier this year, I applied for and received a homestead exemption from the State of Florida under Fla. Stat. 196.031 to .171. The exemption reduced the taxable value of my home by {$50000.00}, resulting in a reduction in property tax on my home of about {$320.00} per year. I forwarded a letter from my local tax office which reflects the new exemption and estimates my XXXX tax liability to Freedom Mortgage, my mortgage servicer. I requested that the company recalculate my escrow and refund me the estimated overage. Roughly six weeks passed without any acknowledgement or answer, so I called to inquire about the status my escrow analysis request. Freedom Mortgage is refusing to honor the letter, and instead insisting on using the XXXX tax bill to estimate my XXXX taxes, despite the letter from the tax authority stating that my XXXX taxes will be approximately {$320.00} less than XXXX. 12 C.F.R. 1024.17 ( c ) ( 7 ) states in pertinent part : " If the servicer knows the charge for an escrow item in the next computation year, then the servicer shall use that amount in estimating disbursement amounts. '' I believe that Freedom Mortgage is intentionally over estimating my escrow and violating 12 C.F.R. 1024.17 ( c ) ( 7 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32578
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to another company ( XXXX XXXX ) for XXXX dollars. I have made over 12K in principal payments which Freedom Mortgage shows on my statements but kept the money instead of transferring it over to my new mortgage company. Per my freedom mortgage statement, my remaining principal should be {$340000.00}. My wife and I have contacted freedom mortgage and the new loan company several times and the new company says the fault is with Freedom. Freedom has been very unhelpful and has shown no interest in resolving this matter. I did get a response from Freedom Mortgage which I have attached in which the representative reviewed the issue and calls and says it will be corrected and also apologies for the behavior of some of the companies representatives with how they handled the issue but that was a while ago and still the issue persists. I have spoken to well over a dozen Freedom Mortgage representatives and supervisors who have not assisted at all and Freedom seems content on selling my mortgage and keeping the extra principal payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33418
Submitted Via: Web
Date Sent: 2019-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinanced a loan with freedom mortgage, At the beginning of XXXX I saw they charge me {$950.00} for property tax on a house in Florida, I called and kept calling they were always working on it, And when I would complain they would all of a sudden lose my insurance information and tax information, Call back the end of XXXX And they told me it could take quite some time to get a refund, Call back a few more times In XXXX And still no progress, So I just did a complete audit all the way up To present date, And I never got a refund no credit back to my escrow account and no check And now they don't know anything about it. All the Internet searches I have done with this company, This kind of problem is very prevalent. So I Desperately need some help to get my {$950.00} + intrest back. Thank you :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A