Date Received: 2019-07-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The mortgage is solely in my deceased husbands name. We are selling the house and title company has submitted all forms per state of Tennessee estate sale law. All heirs have signed and agreed to terms. Forms were sent on XX/XX/XXXX. Freedom mortgage continues to demand additional forms and deny having already received. They will not allow me, who is authorized to discuss account, or the title company to speak to a supervisor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 358XX
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX attempted to make payment for mortgage online. I was unable to make my normal payment as the Mortgage company was attempting to collect {$8000.00} in addition to my monthly payment. The {$8000.00} represented an errant payment from XXXX to the local tax office. I called the mortgage company and was told they were trying to collect additional escrow to cover XXXX/XXXX homeowners taxes. Their error, although they lied and indicated the local tax office did not show me as exempt. I explained to them that as a XXXX Veteran in the State of Texas we do not pay taxes. The company claimed that they needed proof that I was in fact a XXXX veteran and that the local tax office told them that I was not tax exempt. Also they would not apply my mortgage payment until the balance from XXXX/XXXX taxes were repaid to my escrow account. I explained that I had no need for an escrow account but found nothing but deaf ears. XX/XX/XXXX I have provided the mortgage company with my status as a XXXX veteran as well as a letter from the local tax office showing that I had been tax exempt for years and my exempt status was still current. I also confirmed with the local tax office that they made no false claim to the mortgage company concerning my tax exempt status. Mortgage company refuses to adjust my account until they receive a refund from the local tax office. XX/XX/XXXX More of the same awaiting refund from the tax office and talking to the mortgage company 2-3 time XX/XX/XXXX still no refund, mortgage company remain unwilling to take my normal monthly payment. XX/XX/XXXX - letter received from mortgage company attorney notifying me of their intent to foreclose. Letter was generate on XX/XX/XXXX. I called the local tax office to find that the refund had been issued on the XXXX of XXXX. I called the mortgage company and was informed that they had received the refund on the XXXX of XXXX. Needless to say I was not notified. Instead, the mortgage company move forward with foreclosure?!?!?! I am now pending a pay off plan to bring my mortgage company but the clock is also running against potential foreclosure. They have also sent a work out application to refinance my mortgage. I am contacting every regulatory and consumer protection agency that will listen to the schemes of this company in hopes justice will be served. It is also important to note that I only owe $ XXXX against the original $ XXXX note which is only 3 years old. It seems clear this company is using underhanded tactics in order to steal the equity I have in my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am behind on my payments. I have been making a steady payment monthly though. Suddenly this month they are refusing to take a single payment that does not include all of the back balance. Refusing the payment will put me a few days from the time they can start a foreclosure process. They wont let me set up future payments to pay it off, wont let me set up a repayment plan. It's all or nothing without warning all I keep hearing is that it's their policy and has been for years yet I made the payment last month without issue and every month before that. The rep I spoke to was cold and refused to even review the notes on the account stating they have taken the payment in the past. It's very clear this company does not want people to keep their home, they would rather push you in to foreclosure than work to seek a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: 1. XXXX XXXX XXXX issues Mortgage 2. XXXX XXXX XXXX Issues Mortgage Modification ( lower rate ) 3. Filed with County Clerk CNY 4. XXXX approx. Mortgage sold to Freedom Mortgage 5. XXXX approx. Mortgage servicing transferred to XXXX XXXX 6. XXXX -approx Mortgage servicing transferred to Freedom Mortgage 7. XX/XX/XXXX Freedom Mortgage advises Loan Paid in Full, Note and Satisfaction being sent/filed. 8. XX/XX/XXXX Freedom Mortgage advises they can not issue satisfaction as they do NOT have note, nor any record of assignment. 8a. Freedom Mortgage Number and XXXX XXXX XXXX numbers match 8b .Freedom Mortgage claims Lien filed by XXXX XXXX has no relationship to them 9. XX/XX/XXXX XXXX XXXX declares they are out business 9a. Declares as a courtesy they will file satisfaction if 9b..They are paid {$600.00} 9c.. Receive letter from Freedom Mortgage authorizing release 10. .Freedom Mortgage advises they have no knowledge relationship with XXXX XXXX and therefore can not issue requested letter of release. 11. My ownership is threatened, I can not refinance, nor sell my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11204
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Freedom Mortgage company had a computer glitch, I was trying to pay my mortgage on XX/XX/XXXX. I did not receive a confirmation number. I was worried my payment had not gone through and would be late. I checked the next day, XX/XX/XXXX, and there was no account of my payment. I made another payment and received a confirmation on that one right away. I checked my bank account statement after a few days and two charges had been processed. I contacted my bank and freedom mortgage to notify them of the double charge. Somewhere along the road both my bank and freedom mortgage reversed a payment- even though I obviously was only trying to get one reversed! Why would I pay twice and then purposefully remove both payments? It doesnt make any logical sense. I got a notice that both the XXXX mortgage had been reversed and that it had now been marked as a late mortgage payment. Exactly what I am trying to avoid! Due to this mixup, we are being offered much worse rates on our next mortgage. Its unfair punishment on my part to receive a serious ding on my credit report for an obvious misunderstanding that began with an error on the freedom mortgage payment page. I want this mark on my credit removed- its not a reasonable way to conduct business at all!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94619
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Freedom Mortgage has failed to report the correct loan # XXXX status which was paid-off back in XX/XX/2019. I will attach the latest credit report which was generated today XX/XX/2019. All I am asking for is for Freedom Mortgage to report my loan status correctly and it is being ignored again XXXX months now and still not reported correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage is refusing to update my information with the all 3 Credit Bureaus ( XXXX, XXXX and XXXX ). I have reached out to Freedom Mortgage in multiple occasions and requested that they resend the accurate status of my paid off mortgage account # XXXX and they are refusing to do so. I opened a dispute on XX/XX/2019 with XXXX whom requested an update from Freedom Mortgage but Freedom replied back with the balance of my mortgage going from {$230000.00} to {$230000.00} which is incorrect. This account has been paid off and the house has been sold on XX/XX/2019. I have opened another dispute with XXXX on XX/XX/2019.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a mortgage broker who is refinancing a past client of mine. Their current mortgage is being serviced by Freedom Mortgage. We have attempted to obtain a payoff demand from Freedom three times both email and fax each time since XXXX. Between then and now, my client has received several phone calls from Freedom loan officers soliciting them to refinance with Freedom under the guise of confirming my clients wishes to refinance with my company. This is borderline fraudulent activity in and of itself. In my call with Freedom on Friday to check the status of the payoff demand, I was lied to several times on a recorded line by XXXX ID XXXX. She switched her story several times about whether Freedom had received the payoff request and whether she could see the payoff authorization form in her system or not. When I finally asked for a supervisor, she put me on hold for several minutes and then hung up on me. The initial payoff request has been sent several times between XXXX and now. Like I said, Freedom LOs have solicited my clients several times this week to refinance, so it is 100 % apparent the payoff request was received by Freedom. I understand wanting to retain your loans, but being blatantly dishonest and obstructing another mortgage companys business is not the right way to go about it. This is not only unethical but a complete obstruction of business. In addition, my client is being harassed by Freedom Mortgage attempting to get my client to refinance with them instead when all they want to do is close their loan with me. I told Freedom on Friday, XX/XX/XXXX, that if I did not have the payoff in hand by end of day I would file a complaint with the CFPB. I finally received the payoff this morning, XX/XX/XXXX, so they missed the more than fair deadline I gave them. I have heard the same situation occur with Freedom from many of my mortgage broker peers. I have attached 6 pieces of documentation to this complaint showing all three dates that we requested the payoff from Freedom. Each time the request was sent via email and fax. Enough is enough and their unethical business practices of misleading the consumer and obstructing business operations of other mortgage professionals must be brought to light. XXXX Freedom violated CFPB regulation 1026.36 - Prohibited acts or practices and certain requirements for credit secured by a dwelling. ( 3 ) Payoff statements. In connection with a consumer credit transaction secured by a consumer 's dwelling, a creditor, assignee or servicer, as applicable, must provide an accurate statement of the total outstanding balance that would be required to pay the consumer 's obligation in full as of a specified date. The statement shall be sent within a reasonable time, but in no case more than seven business days, after receiving a written request from the consumer or any person acting on behalf of the consumer. When a creditor, assignee, or servicer, as applicable, is not able to provide the statement within seven business days of such a request because a loan is in bankruptcy or foreclosure, because the loan is a reverse mortgage or shared appreciation mortgage, or because of natural disasters or other similar circumstances, the payoff statement must be provided within a reasonable time. A creditor or assignee that does not currently own the mortgage loan or the mortgage servicing rights is not subject to the requirement in this paragraph ( c ) ( 3 ) to provide a payoff statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband, XXXX XXXX and I, XXXX XXXX had a mortgage loan with XXXX XXXX. The loan was sold or assumed by XXXX XXXX. We did not receive the new payment information in time for us to make the payment to the new lender. We missed it by one day and they reported it aas a 30 day late. We paid that loan of in XX/XX/2015. Freedom Mortgage is reporting that the loan is paid off but stating over the various credit bureaus that we are 30 days behind but showing it as 30 days for different months under my name XXXX XXXX & my husband 's name XXXX XXXX making it look like we have 4 30 day lates. The account with Freedom Mortgage is XXXX. This was a joint loan that was acquired by XXXX XXXX. The item from our report shows the variation between XXXX and XXXX XXXX. XXXX doesnt have loan XXXX reporting to them. XXXX is stuck at a 30 day late with the balance showing. For XXXX XXXX, its updated to a balance not owing but your items shows paid where XXXX XXXX is stuck in the 30 day late position. Plus, with XXXX XXXX, the 30-day late history differs. XXXX XXXX, has the dates at XXXX & XX/XX/2015 late and XXXX XXXX at XXXX & XX/XX/2015. This makes us look like we were 4 times 30 days late which is not true. This has caused us to pay a higher interest on all of our purchases since XX/XX/2015 and now prohibiting us from purchasing a new home. Please help us fix this error. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started the process to refinance my current mortgage. The closing lawyer attempted to obtain the payoff statement, but they would not provide that statement for 4 business as they claimed they are behind. The lawyer informed me I could obtain the information sooner. I called and spoke to a representative on XX/XX/XXXX who said she could request I receive the payoff statement in 24 hours if she requested an expedite through a supervisor. I called back on XX/XX/XXXX, my closing date on the refinance, to determine the payoff amount as I had not yet received the payoff statement. I was told that it had not yet been generated, but still could be done today. I asked to speak to a supervisor and was told that one was not available and could call me within 24 hours. They also told me that there was no one within the company that could help me with this inquiry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A