Date Received: 2019-08-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been making payments to Freedom Mortgage Company for about 2 and half years now and the majority of them have been paid online. I paid my XX/XX/XXXX mortgage payment on XX/XX/19 which was a Sunday at XXXX. Freedom Mortgage changed the way they process payments on the weekend, did not notify me of the change, and applied my payment as of XX/XX/19 and put a 30 day late on my credit report. I paid on XXXX XXXX not XXXX XXXX. I was not 30 days late. I provided proof showing the screen print of my payment along with their email confirmation of receipt of payment dated Sunday, XX/XX/2019 XXXX XXXX. Freedom Mortgage refuses to take the 30 day late off my credit report. I've called them numerous times speaking to various people. More than one of their reps agreed that they recently changed the way they process payments. They now apply weekend payments the following business day and will put a 30 day late on your credit report even though you were not 30 days late. Again, they failed to notify me of this change in apply weekend payments the following business day and the fact still remains that I paid on XXXX XXXX not XXXX XXXX. My last call to Freedom Mortgage Co was with their Customer Liaison on XX/XX/19 at XXXX. He stated they've done this to thousands of people and put the 30 days late on their credit reports too. I first notified Freedom Mortgage of their error on XX/XX/19 via email to XXXX. I received no response. I sent a second request for them to correct their error on XX/XX/19. No response to my either email. I was verbally told they would have a decision by XX/XX/19. It seriously does not take two weeks to look at this information. I called XX/XX/19and was told they declined to remove the 30 day late and was advised to file a dispute with the 3 credit bureaus so that department can review the complaint and decide what to do. They are clearly violating the Fair Credit Reporting Act when I paid them on XX/XX/19not XX/XX/19. Here are the dates & times of my calls to Freedom Mortgage Co trying to get them to review the proof of payment emailed to them and to remove the 30 day late from my credit report : XX/XX/2019 XXXX XX/XX/2019 XXXX XX/XX/2019XXXX XX/XX/2019 XXXX XX/XX/2019 XXXX XX/XX/2019 XXXX XX/XX/2019XXXX XX/XX/2019 XXXX XX/XX/2019 XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Date : XX/XX/XXXX To : FREEDOM MORTGAGE ATTENTION : XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX FAX XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Re : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX, XXXX XXXX, Fl XXXX I have attached some helpful explanation of the Federal Laws That Cover Force-Placed ( Lender-Placed ) Insurance so you can see your error and please RE-DO an ESCROW ANALISIS because I believe that this was done incorrectly into my account. I received a letter from Freedom Mortgage dated XX/XX/XXXX titled Notice of LENDER placed insurance for date XX/XX/XXXX. The total amount for this insurance is {$2400.00} for XXXX XXXX XXXX XXXX. I called on XX/XX/XXXX to cancel this insurance as I had already placed an HO6 on XX/XX/XXXX. All of your letter were incoherent and incorrect. They were going to issue a refund, but I didnt think it was going to be THROWN back into my ESCROW SHORTAGE. I believe this to be a mistake. The reason for my letter is because this total {$2400.00} was applied to ESCROW SHORTAGE making my mortgage go up about {$400.00} when I already had insurance. This error of force placing insurance DOES NOT follow FEDERAL REGULATIONS, because NEVER before XX/XX/XXXX did I receive any notices or warning from FREEDOM MORTGAGE that you were placing an insurance RETROACTIVELY. This insurance was placed RETROACTIVELY because I never received any notices before XX/XX/XXXX. The first and only notice I received regarding not having HO6 was on XX/XX/XXXX. And on XX/XX/XXXX I placed FEDERAL NATIONAL XXXX insurance. If you read the attachment the LENDER cant under FEDERAL LAW place any LENDER PLACED INSURANCE without sending 2 notices, 45 days prior to forcefully placing the LENDER INSURANCE. Please revise all my phone calls, all my notices, all my letters sent from you to me and please revise my account, and please withdraw this money from my SHORTAGE SO I CAN KEEP ON DOING MY NORMAL MORTGAGE PAYMENTS OF {$1600.00}. In accordance with the FEDERAL LAW ( see attached ) you have 15 days to fix your error or I will have to contact an attorney to resolve this matter. If you need to contact me, I can be reached at XXXX or my work number at XXXX or my email XXXX Sincerely, XXXX XXXX Federal Laws That Cover Force-Placed ( Lender-Placed ) Insurance Federal law restricts when and how a servicer can require you to pay for expensive insurance coverage that it buys on your behalf. As of early XXXX, a servicer can't buy force-placed insurance unless there is a reasonable basis to believe that the borrower has failed to maintain insurance coverage in accordance with the requirements of the loan documents. In addition, homeowners are entitled to receive certain notices before the servicer purchases the force-placed insurance policy. Under federal law, the servicer must reasonably believe that the borrower has failed to maintain insurance coverage on the home before purchasing a force-placed insurance policy. For example, if the borrowers insurance agent or provider contacts the servicer to inform it that the bill is overdue, this would provide a reasonable basis for the servicer to think that there is no coverage. The servicer must then send two notices to the borrower prior to obtaining force-placed insurance. The notices must request that : the borrower obtain hazard insurance for the property, and the borrower submit proof of insurance ( such as a copy of the insurance policy declaration page, an insurance certificate, or the policy ) to the servicer. Timing of the Required Notices The servicer must send the first notice at least 45 days before purchasing a force-placed insurance policy. The servicer must then send a second noticea reminder noticeno earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. This notice must include the cost of the force-placed insurance or a reasonable estimate of the cost. ( 12 C.F.R. 1024.37 ). If the Loan is Escrowed, the Servicer Must Generally Pay the Existing Policy The servicer generally must keep an existing insurance policy in place if the borrower has an escrow account from which the servicer pays the insurance billeven if the servicer needs to advance funds to the borrowers escrow account to do this. What Happens if the Borrower Provides Proof of Insurance Coverage If the borrower subsequently provides evidence that he or she has insurance coverage in place, the servicer must : cancel the force-placed insurance within 15 days of receiving evidence of existing insurance, and refund any premiums charged for duplicate coverage to the borrower. ( 12 C.F.R. 1024.37 ). What to Do If Your Servicer Improperly Force-Places Insurance on Your Property If your servicer improperly force-places insurance on your home, you can send the servicer whats called a notice of error. Under federal law, if you send your servicer a notice of errorbasically, a letterletting the servicer know that it made a mistake on your account, the servicer is supposed to fix the mistake within a specific time period
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2019-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went through XXXX to remortgage at a lower interest rate. Before I even made one payment, XXXX sold my mortgage to Freedom Mortgage. My first mortgage statement from Freedom Mortgage was higher than my agreed payment with XXXX. I contacted Freedom Mortgage several times and was finally told the amount was higher until they did an escrow analysis. How can they just make your payment higher WITHOUT an analysis? My escrow amount and account were fine and after complaining, FM did change the amount back to what it was originally supposed to be. Also, when I called in a payment they took the account information incorrectly and then came back with a late fee and once they had the correct information ( I was monitoring my checking account ), they automatically took the PAYMENT and the LATE FEE. I called to complain ( again ) and was told that I had agreed to that amount over the phone which if I DID, I had NO intention of doing. I feel very manipulated and that I am not dealing with a company of integrity.They would not refund my money or put it toward my next payment and said they would put the late fee amount toward my principal amount. I had no say in this and did not appreciate their customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55416
Submitted Via: Web
Date Sent: 2019-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This the letter I wrote on XX/XX/XXXX after multiple phone calls with customer service. I just got off the phone on XX/XX/XXXX & was told that they have by the end of the day to complete this. They knew I was closing on a refinance but didn't care. I have taken this issue up originally back in XXXX of 2017, but they didn't correct the issue back then either. It is not fair that I have to take a higher interest rate, pay thousands of dollars more in interest because this company refused to correct their mistake. I am writing this letter because I am purchasing a new home, I was told that the 30 days late & 60 days late are still reporting on my credit report for dates XX/XX/2017 30 day late & XX/XX/2017 60 days late. The reason that this was reporting late, is when I paid online, I made a double payment by accident.I called to correct the problem. When I asked to reverse one of the payments, Freedom Mortgage canceled both payments & sent me a refund check. By the time, I knew that this had happened, it made my account look like I was missing two payments, even though I made the actual payments once I figured out what had taken place. I had called several times on this in the past and was assured that both late payments would be removed from my mortgage rating. I am asking Freedom Mortgage once & for all to please remove the 2 late payments, so my credit score will go back to where it was supposed to be in the high XXXX. I have never been late on any account. My new home is supposed to close on XX/XX/XXXX, so I am requesting a rush on this. I appreciate your help in this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91761
Submitted Via: Web
Date Sent: 2019-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has stated that I didn't make my payment in XX/XX/XXXX but I have a canceled check for this payment. They have charged me a late fee and added a mark to my credit report. I emailed them and was told they would send me a letter with the results of their investigation. To date I have not received any letter explaining what they found and they are now contacting me repeatably alleging I didn't make the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53150
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom has been mailing statements and all communications to the wrong address. When I called to get this error resolved, there was no explanation or apology - it just took a long time to find out that 5 months of information has been sent to the incorrect address. When I asked if they received anything from the post office stating it was the incorrect address ( the address they were using isn't an existing address ) he looked back and saw where they had been notified of the returned mail, but that no one had done anything about it to correct the error. At the end of the conversation I asked for my updated address to be confirmed - the representative read " XXXX '' instead of " XXXX '' so I pressed further. He made the correction but said someone else must have done it since he only changed the numbers - when I asked if it was even likely someone would have edited my information to add an errant " r '' he said it was possible. " XXXX '' was not on the mail I eventually received, even with the incorrect house number, so either someone is randomly editing account information in the system or they don't seem to take much care on accurate servicing information. After all of that - no apology from the representative of Freedom.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28803
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since last fall I have sent Freedom Mortgage numerous documents that they have requested, requesting hardship status and requesting loss mitigation. I continually get notices for the same paperwork, documentation that I previously sent and even updated my bank statements and updated wage information. To this date they have not even reached out to me and not let me know why I consistently need to send the same paperwork. I feel I am in a catch 22 of sending documentation over and over with no resolution. I would me more than happy to send all the documentation to you to show you what I have sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been a responsible involuntary account holder with your mortgage for over a year now. Months ago I received a bill from my city explaining my taxes had been assessed and paid incorrectly by my mortgage lender. Since then I have spent hours on the phone giving customer service representatives the opportunity to correct the problem only to continuing the cycle of behind delinquent and having fees and interest accrued at my local assessor 's office. The first representative informed me my taxes had gone up {$3000.00} and that is the reason my mortgage payment went from {$1800.00} to {$2200.00}. This information is completely incorrect and could have been addressed by a 30 second phone call to the city ( which I completed ). I verified that my taxes are actually {$4500.00} and I was in arrears {$680.00} and was currently collecting interest in fees on this past due DELINQUENT account. I contacted your customer service again, each time spending about 40 minutes providing the SAME demographic information to your representatives who apparently are just wasting time because of their ignorance to actually answer and provide appropriate knowledgeable answers. Following my second call a review case was opened through their Real Estate Taxes Department. XXXX from that Department informed me that Freedom MortgagXXXX would be responsible for all fees and interest accrued as a result of their error. I have received 3 letters every two weeks thanking me for the review request but NO answers. Again, for something that could have been solved via a 30 second phone call. This has been over a month now. The new tax bill arrived which your company paid however {$680.00} of that went towards the delinquent amount and shows that I still owe {$680.00} on this current quarter which was due XX/XX/19 and will again put me in delinquency and begin accruing interest and fees. Today I called again and that same thing happened, I was requested about 30 minutes of demographic information, denied to be transferred to the review department ( which I was informed I had a right to do via my telephone call with XXXX and the two letters I received ), and told what I already knew and given NO answers about the arrears amount. I am now in the process of refinancing with ANOTHER lender ( obviously because of this terrible experience ) and was requested to pay the past due amount. This is outrageous that THEIR mistake is costing me money out of my pocked thrice over because your company is failing to address THEIR error and the delinquent amount. I am only looking for the error to be fixed, my taxes to be paid up to date ( without fees coming out of my pocket for your company 's error ) and my mortgage payment to reflect what it should rightfully be based on an accurate assessment of my taxes ( {$4500.00} NOT {$6500.00}! ). I feel that for a mortgage company to commit such grave and easily fixable mistakes is unacceptable and careless. I could very well manage paying my taxes on my own and would NEVER be delinquent. This is incredibly EMBARRASSING and Freedom Mortgage should be ashamed. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02889
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I already filed complaint XXXX. While the company responded, it did not resolve the problem at hand. Please review below and/or the feedback I provided on the original complaint. We received a letter in the mail shortly after this response. However, when we took out the original loan the agreed upon LTV in our contract with XXXX was 80 %. I can provide this original contract with XXXX if you need it ( please see attached ). Please advise where to send a copy of this original contract agreement. Additionally, per our original contract, we can request to have PMI removed if the value of the home increases and the LTV is 80 % based on a new appraisal. This will be the case in our situation, as our home value has increased significantly. Based on this, I expect the contract to be upheld and the required LTV to be 80 %, not 65 % as explained in this response and the letter. Once I receive confirmation that our original home loan contract is being upheld, I would be happy to send the BPO fee and necessary paperwork in response to proceed with the process. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99206
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my mortgage company has since 2017 ( this is the 3rd year ) at this time, has been trying stick it too me with a approximately 2500 increase roughly 250.00 monthly increase mort payment, because they somehow XXXX up my taxes, my taxes have always been payed on time, ( XXXX clerks office with verify this ) https : //.freedommortgage.com/mtg/loan/ has been harassing me since 2017. i file a complaint thru CFPB every now, Freedom mort always tell me there sorry for my inconvenience and it wont happen again ( total XXXX ) i have ask them to keep this file on record, but obviously they dont! so here we go again! i need to stop this insanity with this company, i have requested them to sell my mort to some else but not! now i have to pay this increase of $ $ this month so i wont get bad credit, but they always reimburse me and apologize and say it wont happen again. should i get a lawyer and sue them, do i have a case here? my other complants you have on file XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A