Date Received: 2019-08-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My husband and I started our refinance process in XX/XX/2019. In XX/XX/2019 when our loan was moved to the Mortgage Processor, things began to move real slow. We were told there was a hold up with the system, they kept asking for more documents, they were not clear with the steps we had to ask for everything in writing because they kept saying this is the last thing required. At this point XXXX XXXX was my point of contact. My husband and I complained to our original loan officer so our account was moved to XXXX XXXX. He was able to move our loan along nicely. He also maintained excellent communication with us on all steps of our process. Now that XXXX XXXX is our point of contact, we have no idea where we stand as far as closing. She has not reached out once to let us know that received any of our documents she requested. The documents are time sensitive and I do not feel its professional to let time sensitive documents lapse then request me to redo the documents because the data will be outdated by the time I get to the closing table. My husband and I have never been late with a mortgage payment, we do not feel we are being treated fairly and definitely not valued as an excellent customer. XX/XX/XXXX contacted Senior Loan Advisor XXXX XXXX by email asking for closing date XXXX emailed processing officer asking for closing date XX/XX/XXXX contacted Senior Loan Advisor by email stating we have not heard from our processing officer XXXX emailed Processing Officer XXXX XXXX asking for my status and about a closing date XX/XX/XXXX called Processing Officer and left a voice message asking for closing date XX/XX/XXXX talked to customer service was told my processing officer would call me before XXXX, she did not call-I was given her managers name and extension XX/XX/XXXX called processing officer several times between XXXX XXXX. Called her manager several times between XXXX XXXX. all went to voicemail. Talked to customer service she transferred me to escalation, I was on hold for 30 minutes. XX/XX/XXXX XXXX XXXX, Escalation customer service answered the phone talked to him after being on hold more than 30 min. Put me on hold again to look at my account, says he talked to XXXX and she said she's looking at my paperwork I sent in 2 weeks ago and would call me back within the hour. I told him I do not trust her due to her not communicating with me yesterday nor today. He said he would have her manager, XXXX XXXX call me back, I said I don't trust her either, I need her supervisor. He placed me on hold for 10 minutes, then the phone connected to XXXX XXXX voicemail. I left her a message stating I needed her managers name so that I cold speak with them. XX/XX/XXXX on hold with escalation for 15 minutes and still waiting
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28262
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company have three times I paid on time my bill and they state the information that was entered was incorrect days later. The company had refused to provide proof to show that the information incorrect. Have charged me fee told me multiple times that they have removed them now they are harassing me at work even though I had always paid my bill on time. The company push to have you set up automatic payment and it seem to be the only way to prevent this from happening. The company would pull the money three to five days before the due date which had caused problems.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My home mortgage loan was bought out by another company ( Freedom Mortgage ). I would usually pay the loan a month or two in advance with my former company and the process worked fine. When the new company FREEDOM Mortgage took over my loan and I continued the same process of paying the loan in advance, instead of applying my payment to my regular loan, they applied it to my principal and later reported that I had not made my payment on time. I had payed on time but they did not apply my payment correctly. According to my credit report that I am sure they reported erroneously, I did not make a payment in XX/XX/XXXXwhich has hurt my credit score. They have reported the same exact thing in XX/XX/XXXXwhich is another error. I did make that payment! They need to fix these errors that they are making because of their faulty book keeping and reporting practices. I need to have the late payment report from both XX/XX/XXXXand the no payment of XX/XX/XXXXreported truthfully. It was not until this week that I finally cleared this up with the loan company Freedom Mortgage. Initially the person I had talked to on the phone told me that if I sent the payment to a specific address, that it would be handled by a real person and not an automated system. on a subsequent phone call I was told that all of the payments were done in an automated system It was only after speaking to a supervisor at the company ( because the regular person on the phone couldn't help me ) that he finally said that he is going to place a notice on my account so that payments made up to three months in advance are credited as a payment for my loan rather than an extra principal payment. He said that a small percentage of clients do pay early ( as I do ) and have this notice placed on their account. It has taken Freedom Mortgage all of this time to finally do something about this. I hope they do the right thing and change my report and remove the late payment entry. They said on the phone message when you call them that they " record phone calls for training purposes '' so the entire conversation is on record with them if you would like to investigate it. I am so disgusted with the service from this company. It has only brought me stress and made me waste time on the phone with them. I will report in the future if they did the right thing or not. If nothing is written as a follow up to this it means they have not corrected the situation and screwed up my perfect credit because of their incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91604
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is freedom mortgage now for the third year in a row my house payment went up and it is there fault. I called them the XX/XX/XXXX and asked them why my house payment went up again, at first I was told that my home has to be in compliance with state and city ordinances, I told them my house is only 5 years old. Then I was told my property tax or insurance hasn't gone up, but he said they did an escrow analysis and I was XXXX dollars in the hole. I asked them how did I get in the hole and was told we didn't take enough money out for your property tax, I explained to them I didn't receive anything about my taxes going up. So now they up my house payment again now its over a thousand dollars I started out at XXXX now I am over a 1000 dollars. This is my mortgage company aren't they suppose to know what my taxes and insurance is, and I have sent a copy of my circuit breaker for taxes 3 times and there telling me to send it again. I have never had a house payment change for three years in a row. I feel this is there error not mine but now I have to suffer with a raise again in my house payment well good luck freedom mortgage your getting the same payment we cant afford XXXX a month as were both on XXXX social security. Something has to be done to stop this mortgage company from raising my house payment every year. We also on the Property Tax Reduction for the last 3 yrs, which we have sent to freedom Mortgage several times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 836XX
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Account # XXXXThrough Freedom MortgageMy account was paid in full XX/XX/XXXX, my remaining escrow balance of $1200.00+ was (per customer service at Freedom) mailed to me XX/XX/XXXX. I received my copy of Deed of reconveyance letter from them also dated XX/XX/XXXX, but no check at all. I asked them to please check their servicing department to see if the mail actually went out, or got lost interoffice, they stated no it was sent out. It has been 16 days and mail does not take that long. Their only suggestion was they would have to wait 30 days, then stop payment on the check and then reissue it 10 days later. That is not a timely manner to get MY funds back I paid them.I am a XXXX XXXX and deal with this all the time, and people usually get their checks back in 2 weeks time. I feel they are delaying this on their end and being deceptive about even sending the money and offered me no solution to return my money. I would HIGHLY recommend not using Freedom Mortgage to refinance or purchase a home, they have terrible customer service and do not follow rules set before them like other companies do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99205
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My VA loan with Freedom Mortgage Corp was paid in full on XX/XX/2019. This is supported by an Outgoing Wire Detail secured from the closing attorney. The wire detail identifies the receiving bank via routing and account number, the loan account number, and the amount paid. Although the funds are identified in the bank on XX/XX/2019, Freedom Mortgage did not post the payoff until after XX/XX/XXXX. Accordingly, Freedom Mortgage has reported to credit bureaus that my loan is 30 days late and is still not posting as paid off. This has caused my credit score to plummet from XXXX to XXXX. Now my new refinanced mortgage is reporting and Freedom Mortgage is still active, which has doubled the debt balance along with a 30 days late negative entry. I have called and emailed Freedom Mortgage to resolve, with no results or return communication. I filed complaints with the credit bureaus and was notified today that XXXX has confirmed the reporting is correct and will remain on my record. I have never had a late payment with Freedom Mortgage and this needs to be corrected asap. My annual premiums for autos are coming due in XX/XX/XXXX and the rates are increasing due to this significant drop in credit score. I'm attaching the Wire Transfer of funds that demonstrates the loan payoff off on XX/XX/2019 ... in the amount specified by Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: FREEDOM MORTGAGE HAS BEEN PRACTICING KITING TECHNIQUES SINCE XX/XX/XXXXWITH MY ACCOUNT. THEY HAVE MANAGED TO PUT MY MONEY IN DIFFERENT ACCOUNTS SUCH AS UNAPPLIED FUNDS AND STATE I AM MISSING PAYMENTS. FREEDOM MORTGAGE HAS ACH OUT OF MY ACCOUNT XXXX IN XX/XX/XXXX. AND TAKEN 2 PAYMENTS OUT OF MY ACCOUNT IN 1 MONTH. THEN STATE THEY DID NO SUCH THING. AND NOW I AM IN FORCLOSURE DUE TO THEIR ACCOUNTING RECKLESSNESS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The first point of contact was with Loan originator XXXX XXXX on XX/XX/19and started a streamline loan, which the assumption it would take about 3 weeks to finish. On XX/XX/2019, through XX/XX/2019, I realized I was not going to close on time was told to pay my mortgage and I did with late fees. Was sent a piece of information by email stating I was in the process of closing my loan but given several closing dates. The last person of contact was XXXX on XX/XX/19 with a scheduling date and time of XXXX XXXX ( XXXX ) XXXX in the scheduling department, spoke to XXXX in the Recovery closing team department ( XXXX ) XXXX, he never gave me a direct line to call just told me my closing disclosure forms would be in the email by the close of the day on XX/XX/19. Spoke to XXXX XXXX this same day and she told me XXXX was working on my file her number is ( XXXX ) XXXX. Received an email from XXXX XXXX and her phone rang stating she was at home all week ( XXXX ) XXXX never got a chance to speak with her at all. Have been given the run-around and getting frustrated due to the closing dateXX/XX/19. Need correct answers and documents before closing so there will be no surprises on the closing date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2019-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I contacted the lender Freedom Mortgage for a status update for a loan modification application that was submitted to them this was on XX/XX/2019 I was told that there were some docs missing and so I gather the requested docs and faxed and emailed them to the lender I also had confirmed with them that if I provide these docs and the client is under review if the date of the sales for XX/XX/2019 would be put on hold I was told yes so I called the lender today to find out the status again and the lender tells me that they only received part of the fax once again. I refaxed and re emailed I have confirmation that the fax was received again, so I waited an hour, ( per lenders request ) and was told that the home was sold. I escalated the situation to a supervisor and was told that there were none available. After waiting on hold for 24 mins then was advised to call the trustee which I can not get ahold of a live person. I feel like this was a way of them stalling to be able to sell the home and even though I have been sending and have proof that the docs were sent on time and compliant with everything they requested they not only won't review me for loan modification but sold the house!!! this isn't fair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60451
Submitted Via: Web
Date Sent: 2019-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Consumer Financial Protection Bureau ( CFPB ) XX/XX/XXXX, www.consumerfinamce.gov XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Utah XXXX ( XXXX ) XXXX XXXX To whom it may concern : I am a XXXX XXXX ( XXXX XXXX ) XXXX veteran who was preparing for retirement by getting improvements made to my home so as my retirement would be enjoyable. Once I had made the improvements I contacted my homeowners insurance to notify them of the home improvements to update my homeowners insurance, this began my difficulties with my mortgage company : Freedom Mortgage, XXXX. XXXX XXXX, XXXX, CA XXXX, phone XXXX, www.freedommortgage.com my Lone Number is # XXXX. On or about XX/XX/XXXX, I contacted my home owner insurance broker XXXX XXXX, representing : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Utah XXXX, Office : ( XXXX ) XXXX, Cell ( XXXX ) XXXX, Fax ( XXXX ) XXXX, XXXX, to update my homeowners insurance as I had added solar panels and a whole home generic generator to my home and wanted to make sure my homeowners insurance was updated to cover these improvements. Mr. XXXX notified me that my homeowners insurance policy with : XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX, CA XXXX, ( XXXX ) XXXX, my policy number was # XXXX. had been canceled on or about XX/XX/XXXX, Freedom mortgage, then known as XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX. XXXX XXXX, XXXX XXXX TX XXXX, had failed to pay my homeowners insurance for the period of XX/XX/XXXX through XX/XX/XXXX, from my escrow account that they manage through my mortgage payments. Freedom Mortgage had been dealing with XXXX making both my homeowners insurance and Utah State taxes for a number of years. Mr. XXXX was forced to find a new homeowners insurance carrier for me, which he obtained through : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX OH XXXX, my policy number is # XXXX XXXX. Valid through XX/XX/XXXX, through XX/XX/XXXX. Mr. XXXX notified Freedom Mortgage that my homeowners policy for the period of XX/XX/XXXX through XX/XX/XXXX, had been canceled due to their failure to make the yearly payment as previously arranged. Up to this point, Freedom Mortgage had no idea that my homeowners insurance had elapsed. After the notification, Freedom Mortgage responded by sending me a letter stating that they were enacting a forced coverage of homeowners insurance of {$2000.00} US dollars as a penalty for not having homeowners insurance on my home. I notified Mr. XXXX who provided proof to Freedom Mortgage of my new nationwide homeowners policy and a copy of the check covering the period on XX/XX/XXXX through XX/XX/XXXX. Freedom Mortgage then demanded that I pay {$2000.00} US dollars or they were going to add this penalty to my mortgage payment. Freedom Mortgage was penalizing me, for a failure on their end, for not having homeowners insurance on my home during the period of XXXX. Freedom Mortgage has managed my escrow account for years ; they have always made my homeowners insurance and Utah State tax payments, as this was the arrangement we agreed upon when they took over my account. I have never made a homeowners insurance payment, or a Utah State tax payment, as Freedom Mortgage made those payments on a regular basis with no previous issues. Freedom Mortgage illegally made me pay {$2000.00} US dollars as a penalty for not having homeowners insurance due to their negligence ; it is their responsibility to manage my homeowners insurance payment and my Utah State taxes payments through my escrow account that they demanded I have when they assumed my mortgage. I have always made my mortgage payments and never been late on a payment, I even pay a little more than the mortgage payment when I can to help lower my mortgage interest. Neither XXXX XXXX, XXXX XXXX, nor Freedom Mortgage have helped me with this matter. I have sent numerous correspondences to Freedom Mortgage to return my {$2000.00}, to no avail. One of the Freedom Mortgage consumer service responses was that they could not help me in this matter and left it at that. This is why I am reaching out to the Consumer Financial Protection Bureau asking help. I would like my {$2000.00} US dollars returned to me that Freedom Mortgage illegally forced me to pay or suffer higher mortgage payments for a year ( XX/XX/XXXX-XX/XX/XXXX ) that had already ended/lapsed. Freedom Mortgage had no idea that my homeowners insurance has been canceled until XXXX XXXX had notified them of my new nationwide policy. Their response was to penalize me for their mismanagement of my mortgage. My Utah State XX/XX/XXXX, property valuation of my home lists its taxable value at {$400000.00} US dollars, Freedom Mortgages last mortgage statement shows that I currently owe {$220000.00} on my home ; why am I forced to have an escrow account so that Freedom Mortgage can manage my homeowners insurance and State taxes? Freedom Mortgage has clearly demonstrated that they have mismanaged my escrow account and clearly punished me for their poor management of my mortgage. I want to be able to manage my homeowner insurance which is {$990.00} a year, it was lower under XXXX XXXX but due to Freedom mortgage I am paying just about {$100.00} US dollars more a year due to their failure to pay my homeowners insurance on XX/XX/XXXX XX/XX/XXXX, and my Utah State taxes last year were less than {$320.00} US dollars so all I have to save throughout the year to pay both my homeowners insurance and my Utah State taxes is {$1300.00} a year, which will be easy since my mortgage payment will be lower. I can put the {$110.00} US dollars they charge me each month into my savings account to cover the above. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A