Date Received: 2019-08-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My wife and I are both XXXX vets. Our mortgage was sold to freedom mortgage from another company. Freedom mortgage never let us know they had our mortgage until we saw we were late on our credit report. We fixed the past due amount and have been on auto draft ever since. Approx 7 months with this company. Now they are reporting we have missed two mortgage payments all of a sudden and this has never happened. Auto draft is through XXXX XXXX and has come out the first of every month. We have confirmed this with bank statements. Freedom mortgage has done nothing to correct their screw up after being contacted and admitting their screw up. Because of this we have not been able to get a new car loan and our credit went from XXXX to XXXX. This company should not be allowed to handle veterans mortgages and should be called the gestapo mortgage. XXXX XXXX and XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30533
Submitted Via: Web
Date Sent: 2019-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'm writing this letter to seek assistance regarding a recent unfair, and in my judgement, unlawful treatment I experienced at Freedom Mortgage. I was referred to XXXX XXXX XXXX XXXX by one of XXXX XXXX XXXX. We met at a XXXX XXXX XXXX on XXXX XXXX, NY on XX/XX/2019. XXXX XXXX glanced over our tax returns, pay stubs, bank statements, w-2 's, etc. He immediately, verbally, approved us for around XXXX without putting any information/ figures into his computer. He stated he would send out our pre-qualification letter next day. He then told us what differentiated him from other big lenders was the ability to waive ALL fee 's associated with closing cost except state fee 's and taxes. After a few months of house shopping we finally found the one. On XX/XX/2019 we met with our attorney and received an estimated closing cost of {$27000.00}. On XX/XX/XXXX, we were in contract and reached out to XXXX to begin the mortgage process. We sent out all requested documentation. On XX/XX/2019 we received a closing cost worksheet, from XXXX, around {$27000.00} as we expected. Through out the two months our mortgage was being worked on, XXXX disappeared. We were left in the dark. We were expecting a walk through during this whole mortgage process with updates as needed. We were consistently writing emails and texting to find out what was going on. It was very difficult to get a response and if we did, it was a one word answer. Around mid XXXX we spoke with XXXX again double checking our closing cost fee 's. He reassured us it would definitely be a lot less than the {$27000.00}. Now it's XX/XX/XXXX and we receive an email from XXXX about origination fee 's costing 1.529 % and we are locked at a rate of 4 %. We are due to close the XXXX of XXXX. Our closing cost fee jumped from {$27000.00} to {$39000.00}. {$12000.00} more than we anticipated. This was very alarming. We referred back to our commitment letter and the origination fee to Freedom Mortgage was only {$1200.00}. This was a very distressing experience as first time home buyers. It was never explained to us what locking a rate meant and when it was a best time to do so. It was never explained to us we would incur a {$10000.00} origination loan fee nine days before our closing date. I feel XXXX had an moral obligation to disclose all fee 's up front. He robbed us from the opportunity to compare prices with other lenders, robbed us from the excitement of owning our first home, robbed us of our rights. I did some research and I see there are laws in place to help protect consumers like myself against deceitful, untrustworthy mortgage officers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11106
Submitted Via: Web
Date Sent: 2019-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I requested and was promised a VA mortgage payment of {$2200.00} monthly by XXXX XXXX XXXX ( XXXX ) out of XXXX, NY. This included taxes and insurance. I was told the taxes would be around {$14000.00} a year. The insurance would be around {$2500.00} a year. These numbers were estimates but proved to be accurate. The house cost {$310000.00}. We borrowed {$330000.00} with {$20000.00} down payment. The house was damaged in super storm XXXX, the lower level needed extensive work. The house had no heat or hot water. No washer/dryer. The lower level had no walls, floors or electricity. The lender ( XXXX ) requested access to the house to hide the damage and was given permission. They said the VA might want to inspect the house and would deny the loan if they saw damage. They covered the walls with paneling and the floors with linoleum. It looked okay. They wanted me to pay for this. After extensive background checks we closed on XX/XX/XXXX. At the closing we were told the VA loan was denied and we were offered an FHA loan for $ XXXX monthly payment. No warning of the change was provided. We accepted this loan under protest. The additional {$300.00} would be hard for me to pay. I immediately began working on the house. After 7 months and {$40000.00} more invested we moved in. Almost one year to the day I was called by Freedom Mortgage ( they acquired XXXX XXXX XXXX after my closing ) and was told there was some miscalculations with my loan and my monthly payments were going to be raised to {$3300.00} per month. An {$800.00} increase. There was nothing they could do. I was destroyed. I could never afford that payment. I would have never been approved for that payment. I tried calling my mortgage broker, XXXX, she was let go after the takeover by Freedom Mortgage. Since that phone call from Freedom Mortgage in XX/XX/XXXX, I have been fighting to stay in this house. I have worked with 3 different law firms. I am currently in a financial assistance program with Freedom Mortgage. They told me last month my request is denied. They want me out. My next/last court date is scheduled for XX/XX/XXXX. See attached. After going back and reviewing the closing documents, I discovered the taxes were estimated at {$300.00} per month. See attached 1st payment due has taxes and insurance estimated. That is wrong. I believe they were intentionally lowered to get me approved. After one year they were corrected to {$1200.00} per month. That is the {$800.00} increase that I could never afford. They did this to me knowingly. They say they have no record of my closing or my first year payments. I have provided them documents to support this and they still say no. They don't believe me. I have attached my 1st 3 payments. I made this exact payment for one year until the mortgage was increased to {$3300.00} After that I could not afford the increase. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11783
Submitted Via: Web
Date Sent: 2019-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I logged in to make my mortgage payment, however, their website was non working when I would hit the make a payment option. I would show up as loading for long periods of time and wouldn't go anywhere. When it finally took my payment, it was minutes after XXXX XXXX. I made the payment before midnight, but they still marked my payment as a 30-day late. The payment was submitted before XXXX. I contacted them and explained the situation and the trouble I had with their page while making my payment, but they said that they couldn't do anything about it, and that I would have a late payment reported to my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93292
Submitted Via: Web
Date Sent: 2019-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received an escrow analysis. The company showed a shortage and is attempting to increase my mortgage payment by about {$250.00}. The reason there is such a significant increase is due to the company paying my property taxes in full versus bi annual installments. They were paying in full because in XX/XX/XXXX I found they failed to make my tax payment putting me delinquent in my tax payment. I contacted customer service to have my taxes changed to bi annual payment and a new escrow analisys completed because of the original company error. This contact was made on XX/XX/XXXX. I was informed that the payment could not be changed because my county offered a discount for full payment. I contacted my county, this was a lie. I called again and it was escalated to a manager that followed up and said I would receive a letter sometime in XX/XX/XXXX or XX/XX/XXXXand I could change to bi annual payments at that time. Finding this unacceptable is called again. Representative XXXX said she would look in to it further and call back within 48 hours. No call back. I again have hours into fixing a problem created by this company and have no answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 540XX
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage lender adjusted estimated amount needed for escrow-did not provide one-time payment option. Mortgage lender did not timely process the request for escrow removal from the account. Mortgage lender then treated timely auto-payment as insufficient and did not apply to principle and interest of loan. Despite having been contacted via telephone by borrower claimed payment received over 30-days late to credit agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91030
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were pre approved for XXXX$ by freedom mortgage on XX/XX/2019. 1 week before my closing date which was set for XX/XX/2019 they decided to wait to 2 weeks to tell us that the loan was not completed but if we go through the process that our new settlement would be XX/XX/XXXX. they were missing documents that our previous agent already had but did not forward to the new loan officer XXXX XXXX. They needed these documents because apparently we didnt have a loan at all and that we essentially needed to do the pre approval / loan over again as we were under the assumption this whole time that we were pre approved and granted the loan preparing to move in. That was not the case. My wife had to contact them to find all of this out at the last second. They claimed to have tried to contact us via phone, there number comes up as a scam also they never once called from a freedom mortgage line. Thankfully the sellers extended our closing date by a week. Throughout this whole extra time they stated we needed additional information and guaranteed us that once these items were cleared we were able to close. We have been very responsive in which any documents needed and promptly had it sent over. Freedom mortgage continued to push that it was "one thing than CD would be issued". Another week passes and they (the sellers) grant us another week till closing. Again still no loan still no answers. The agent even sent over private information to the sellers agent without our approval. Now its XX/XX/2019 and now I have no pre approval, no home loan, and no house because I sold the previous one because I was PRE APPROVED. Had to go through atleast 6 agents including XXXX the VP of Sales, XXXX XXXX VP of Sales, XXXX XXXX, XXXX XXXX, XXXX XXXX not including the underwriter for this to happen and yet we were told me was "theres nothing we can do for you sir". We even asked if we do not approve this loan, what do we approve for. Again, they stated we do not qualify for anything. We have had complete disrespect. Not once did they acknowledge that I'm a veteran. We are a family of five with XXXX young children now homeless without a loan, lost our potential home, and yet nothing to assist from their mistake and misleading information. Please help as I wish for this not to happen to another veteran, we go through enough stress as it is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19007
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was behind on my mortgage after having a baby. I was owed an escrow check from Freedom Mortgage for XXXX. They informed me once I was current on my mortgage that the check would be issued. I get paid once monthly and recieved my check XXXX XXXX. I called Freedom Mortgage and got current on my payments through the end of XXXX, which took my entire paycheck. I inquired about my escrow check and informed them that since my mortgage was current, I'd like my escrow check to be sent to me. The woman that I spoke with said it would be mailed. I called Freedom Mortgage on XXXX XXXX to inquire about the escrow check as it hadn't arrived yet. I was informed that the woman I spoke with on XXXX XXXX didn't put a ticket in to have the check cut and mailed to me. I then asked to speak to a manager. I spoke with an individual named XXXX. XXXX informed me that due to their error, they would escalate the process so the check would come sooner. He wouldn't give a date, but just said sooner. The check had not yet arrived on XXXX XXXX, so I called again and asked to speak with XXXX. I instead spoke with a representative that informed me the check wasn't due to arrive unil XXXX XXXX which was completely unacceptable. I asked to speak with a manager. I spoke with XXXX (ID XXXX, ext. XXXX) and shared my frustrations with him. I informed him I would like the check overnighted due to their incompetence. XXXX said he was able to get the check overnighted, and according to call notes, it was overnighted on Thursday XXXX XXXX, 2019. As the word overnight implies, I expected the check Friday. It didn't arrive. It also didn't arrive Saturday, so I called again. I was told a manager wasn't available. I asked for a tracking number for the shipment. If it was truly overnighted, there would be a tracking number. The representative I spoke with was unable to provide me with one and said she would work on getting a manager to speak with me. She informed me that overnight means 3 to 4 business days. I'm no scholar, but overnight means just that, over night. I never heard back from a a manager. I called again today to inquire about the check. XXXX was unavailable. The check still hasn't arrived.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To Whom, PLEASE HELP me resolve this issue with Freedom Mortgage. This has been an ongoing disaster since XX/XX/2018. I am diligently trying to get rectified. I have put a request for correction with Freedom Mortgage twice and BOTH credit reporting agencies [ as of last month ] 3 times. I was successful in having Freedom agree to remove the FALSELY reported entry this past XXXX but, the next month they put it back. I am to the point that I am having to take legal action with them. The 100 point decrease in my credit score has now cost me over {$15000.00} in actual damages ( the Higher cost to refinance my home, the higher cost for my ex-wife to purchase a home, rejection of revolving account to purchase furniture ) I have provided the bank statement that shows the payment made PRIOR to the 30-day mark AND the Banks own internal Transaction Serial Number AND an actual live person at my bank to confirm the validity of the information ( Original email is provided below with their written response ). Freedom Mortgage refuses to budge. PLEASE HELP!!! Original Request for Correction ( XXXX XX/XX/2018 ) _________ " I received notice from my credit monitoring service that Freedom Mortgage indicates XX/XX/2018 payment as 30 days past due. As the attached indicates the payment was electronically sent and received by Freedom Mortgage and subsequently posted to my account on XX/XX/2018. Also indicated below is the Transaction Serial Number for electronic tracking. I request this error be corrected and accurately ( re ) reported to ALL effected credit reporting agencies immediately. This has severely effected both my wifes and my credit reports. Thank you for your prompt attention to this matter. Transaction Serial Number : XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX : XXXX '' _________ They responded via mail : _________ " Dear Borrower Thank you for contacting XXXX XXXX XXXX XXXX Department. We received your inquiry regarding your account Via email on XX/XX/XXXX. Specically. we understand you have concerns in connection with credit reporting. We hope you nd the following information helpful. After reviewing your account our research determines that unfortunately. we are unable to honor your request to retract -, derogatory credit. The delinquency for XX/XX/2018 is accurate as reported. Contractual ' obligations me to make 3 payments on the rst of every month. We received payment for XX/XX/2018 on XX/XX/2018, resulting in a " 30-day delinquency Please understand. in accordance to the Fair Credit Reporting Act or FCRA. we must report factual data Freedom Mortgage Corporation is unable to honor requests for courtesy credit report retractions. We appreciate the opportunity to assist you with this matter. You may access your loan information at your convenience, 2-1 hours a day, 7 days a week! Simply log on to our website at XXXX or call our automated phone system at ( XXXX ) XXXX-XXXX. Customer Care representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX Eastern Timer. Sincerely. Customer Care Department Freedom Mortgage Corporation '' ___________
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
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: From XXXX 2019- XXXX 2019 mortgage payments were made to the mortgage company. in XXXX they reported my account was 30-60-30 days late. I filed a complaint asking for the company to correct the reporting in XXXX twice, with the second request filed on the XXXX of XXXX, then again on XX/XX/XXXX. The company has failed to correct the record even though there is documented evidence that the payments were made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98367
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A