Date Received: 2019-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. After filing my taxes for XXXX and XXXX ; my tax professional informed me that my mortgage company paid my property taxes twice in both years to the City of XXXX, GA. 2.I also paid an additional $ 60 monthly and was expecting at least $ XXXXx12mnts= {$720.00} back in return. I received approximately {$120.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'm refinancing my FHA loan that I have with Freedom Mortgage ( FHA streamline refinance ). In short, they have been unable or unwilling to provide me with an accurate closing disclosure. Times are in EST. Here 's what happened : * The Closing Disclosure from Freedom Mortgage, which I received on XX/XX/XXXX, set the cash to close at {$1300.00}. I signed the Closing Disclosure Acknowledgement of Receipt on XX/XX/XXXX. I was scheduled to close on XX/XX/XXXX at XXXX. * On XX/XX/XXXX around XXXX ( so the night before closing ), I received an email from XXXX XXXX, the closing company, saying the amount needed to close was now {$2400.00}. No itemization or further explanation was provided, and this amount was different than what was listed on the closing disclosure. At XXXX that same night, I responded to that email from XXXX XXXX asking for clarification on the amount needed to close, and I cc'ed the person I had spoken to from Freedom Mortgage about the closing. * On XX/XX/XXXX around noon, I called Freedom Mortgage to ask for clarification about the amount needed to close. I called the person from Freedom Mortgage twice that I had spoken to about the closing, but she did not answer, so I then called the general customer service line. I spoke to a customer service representative, who transferred me to someone in the refinance department. He looked at my refinance file, but he couldn't tell me definitively what the cash to close was. I told him that if we couldn't determine the correct amount, we'd have to reschedule the closing. He let me know his supervisor would call me back with some info ( supervisor did not call me back ). * On XX/XX/XXXX at XXXX, since I hadn't heard back one way or the other about the correct amount, I called the notary that was supposed to come to my house and let her know the situation, telling her that I couldn't close if Freedom Mortgage was unable to tell me how much the cash to close was. I summarized all of the above in an email and sent it in the evening on XX/XX/XXXX to the contact from XXXX XXXX and the person from Freedom Mortgage I had spoken to about the closing. At the end of that email, I said that I was waiting to hear back from that supervisor or anyone from Freedom Mortgage about the correct cash to close amount. * On XX/XX/XXXX someone else from Freedom Mortgage called me, and I returned his call same day but got a voicemail so I left a message. I emailed him in the evening on XX/XX/XXXX and forwarded the summary I had previously sent above to him so he was aware of the situation. * On XX/XX/XXXX I received an email from someone else at Freedom Mortgage saying my refinance application was approved and Freedom would like to schedule the closing appointment. It was as if this person had no record whatsoever about my previous calls and emails asking about the cash to close amount. * On XX/XX/XXXX at XXXX, a supervisor I had cc'ed on a previous email responded to me, saying that since my next payment would be due XX/XX/XXXX, the funds needed at closing are for 2 months of escrow payments and a portion of the interest that I would have normally made in my XXXX payment. He also asked if I would like to reschedule my closing. Nothing about providing an accurate closing disclosure, or an accurate cash to close amount, or any semblance of a breakdown of the costs. * On XX/XX/XXXX at XXXX, another new person from Freedom Mortgage emailed me, saying my refinance application was approved and Freedom would like to schedule the closing appointment. Again, it was like this person had no record whatsoever about my current situation. I just wanted an accurate closing disclosure. * On XX/XX/XXXX I received 2 phone calls from Freedom Mortgage about scheduling my closing. The first call, around XXXX, said the earliest day I could schedule my closing was Monday, XX/XX/XXXX. The second call, which came about XXXX, did not mention anything about this XX/XX/XXXX date. I called back and scheduled my closing appointment for Tuesday, XX/XX/XXXX, at XXXX at my house. The person I spoke to said I would receive the closing disclosure via email. * On XX/XX/XXXX at XXXX, I had not received the closing disclosure as promised. I emailed the person from Freedom Mortgage that had last emailed me about scheduling my closing and informed her that I spoke to someone earlier, they had said I would receive my closing disclosure via email, but I hadn't received it yet. I then called that supervisor I had cc'ed in a previous email ( mentioned above ) and asked him why I hadn't received the closing disclosure. This was Saturday, XX/XX/XXXX, and the closing was scheduled for Tuesday, XX/XX/XXXX. He said that the closing department hadn't sent it out yet. He tried to get a hold of someone from the closing department, but it was past the closing department 's hours for Saturday, so he informed me that the closing department would email me the closing disclosure Monday, XX/XX/XXXX. * On XX/XX/XXXX around XXXX, I hadn't received the closing disclosure so I called Freedom Mortgage 's closing department. I got a voicemail so I left a pretty detailed message explaining the situation and asking if anyone could provide me with the closing disclosure for my closing tomorrow. Their message said the closing department would get back to me within 3 hours, or the next business day XXXX next business day I'm guessing if it's end of day ). I called around XXXX so I was expecting them to get back to me by roughly XXXX. * I did not hear anything from Freedom Mortgage until XXXX when I got a call from yet another new person from Freedom Mortgage. I was on the subway when I got the call coming home from work. This person left a message and said that the reason why I hadn't received a closing disclosure was because the notary coming to my house would give me the closing disclosure to sign at closing. I called this person back at XXXX and left a detailed message, explaining that I was very confused about this. How could I agree to a closing if I didn't even know the cash to close amount? I didn't know whether I needed a certified check. If so, I would have to go to the bank before the closing to get the certified check. At the same time, how was I provided a closing disclosure ( although with wrong numbers ) roughly a week before my first scheduled closing ( the one that was canceled since no one from Freedom could explain why there was more than a {$1000.00} difference between the closing disclosure and what the closing company said I needed )? * So now I'm left wondering if there's a shady reason why they're unwilling or unable to provide a closing disclosure before closing. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called Freedom Mortgage Company ( FMC ) to refinance to get a lower rate ( over the last 2-weeks ). I spoke to XXXX XXXX in their refinance department. We verbally walked through filling in the application answering questions. He then submitted them electronically ( email ) for me to sign. I noticed the mailing address was incorrect. XXXX entered XXXX XXXX XXXX, XXXX, CO XXXX ( not even an address ). I was refinancing for the home, which they are currently servicing, at XXXX XXXX XXXX XXXX XXXX, CO XXXX. When I found the mistake, I pointed it out to him expecting him to correct it. When I checked the next day, it was not corrected and he indicated that it was ok that I should sign it anyways and it will get corrected during the process. I would not sign it. I emailed him and called him over the next 4 days and he would not respond to emails or phone calls. I had to escalate to executive management before getting a call back from him. I then requested a different person to work with on this. I am providing this to CFPB, as evidence of the ongoing issues with FMC. In the past year, they have violated RESPA, paid my home owners insurance late, still have not provided me the full documentation that they are the servicer despite over 2-months of requesting it, did not inform me about the Escrow changes ( they are required to do ) and now seem to make fraudulent remarks on a refinance document that they " just want me to sign '' to move it forward. I have provided all of this to CFPB and XXXX XXXX in several forms and so far nothing has been done to hold them accountable. In particular, them breaking the law on RESPA ( they charged me a late fee and sent a negative credit report during the transition period ). RESPA clearly states the CFPB is the office that is to enforce RESPA yet I have been directed to seek legal council by CFPB staff. This is a criminal act which is the responsibility of CFPB. Please take action. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80003
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Based on past complaints this Freedom Mortgage has not been able to correct its predatory lending behaviors. 1. ) XX/XX/XXXX Freedom Mortgage was notified in writing that out home was 100 % tax exempted and we asked the tax in escrow to stop being held. By Illinois state law from XXXX, XXXX XXXX ( S.B 1427 ). Freedom Mortgage did not comply with this law until XXXX of XXXX. * XX/XX/XXXX. A. ) The only corrected it from XX/XX/XXXX not XX/XX/XXXX, this issue is still outstanding. 2. ) XX/XX/XXXX In speaking with Freedom Mortgage I was made aware of a unknown to the homeowners a Insurance policy from XXXX XXXX. *XX/XX/XXXX I called XXXX XXXX to find out about this additional above and beyond the insurance I already had. I was told by XXXX XXXX on XX/XX/XXXX that no such policy exists and has not existed. *XX/XX/XXXX I called back Freedom Mortgage and spoke to XXXX in the Insurance department where on their own recorded call. Confirmed that they had been collecting on this fraudulent policy, that they had in house paperwork showing that this policy had been cancelled from XX/XX/XXXX on a document she ( XX/XX/XXXX ) had received in XX/XX/XXXX. XXXX also went on to verbally confirm the company knowingly continued to take demand the monies to go into escrow for a non existing policy. XXXX also stated very clearly that they would continue to demand the funds irregardless of insurance policy or not. A. ) Freedom Mortgage force placed a {$1900.00} insurance policy to cover for the time that the did not actually have the fraudulent insurance they placed on the house. I was told by XXXX who is a special associate that this would not be the case that they would assume the cost since it was their mistake. I will be sending formal complaints to Illinois Division of Insurance Licensing with a request that this company be barred from working in the state. B. ) We are working with a lawyer provided by the VA to help us if this is not resolved within 30 days C. ) All Insurance and late fees because of this need to be removed since they are trying to collect on a fraudulent DEBT. This company has a history of not following Federal and State mandated laws in regards to fair housing and mortgages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60134
Submitted Via: Web
Date Sent: 2019-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of XX/XX/XXXX I fell behind on payments due to loss of employment and since then I have continued to call the lender and tried to qualify for a modification. The lender has always made it difficult as every time I call their is a new employee giving me different information of what documents to submit. Also their is no way for me to talk to an underwriter directly to better understand their request. I have also requested help from NHID to help me file to qualify for the modification, however just this past month XX/XX/XXXX the lender kept requesting a 4506T form and they kept mailing the old version of XX/XX/XXXX, but never told me the form was outdated and I needed to download the new one from the IRS page. I feel this has been the route of my horrible experience of wrong information given to me and now they want to sell my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92404
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: In XX/XX/XXXX I filed for Ch XXXX Bankruptcy. My BK was discharged on XX/XX/XXXX. In the BK process, several of my debts were reaffirmed for all those who had submitted reaffirmation letters. Freedom Mortgage was not included in my bankruptcy, but I ceased receiving statements from them after my attorney filed the case. When I phoned Freedom Mortgage 's customer service requesting they resume hard copy statements, they told me I needed to submit the request in writing. I did so, and they resumed mailing the statements to my home. It's been more than two years since my BK was discharged and I have endeavored to repair my credit and have significantly raised credit score. However, I spoke to my banker three months ago and he ran a soft credit inquiry. He told me I didn't have enough open accounts. He assumed I owned my home outright. I told him I didn't and that I had a mortgage on my current home since XX/XX/XXXX. He discovered my mortgage was not being reported by Freedom Mortgage and said that if I contacted them, they would resume reporting. I called Freedom Mortgage 's customer service several times about its lack of reporting my payment record, and each representative gave me a different answer. The bottom line was that they couldn't figure out why, since they had my discharge on file. Finally, I spoke to someone in the bankruptcy department and was told that my case had to be refiled and the mortgage had to be reaffirmed, which would cost me an additional {$260.00}. I immediately contacted my attorney, who has become frustrated ( like me ) with Freedom Mortgage 's lack of response. She never received a reaffirmation from Freedom Mortgage and called them to ask them to reaffirm my account. At first, Freedom refused to discuss my loan details until I signed a release form allowing them to. It has been more than a month since I returned the release form to Freedom Mortgage, and my attorney first contacted Freedom Mortgage with my permission/release on file. When she calls for a status of the issue and mentions the bankruptcy, Freedom Mortgage hangs up on her. I want Freedom Mortgage to resume reporting my payments to my credit file and would request they include a statement reflecting my on-time payment record for the past two years. In addition, I asked Freedom Mortgage to cancel my PMI, since I have had this conventional mortgage loan for four years and my assessed tax value is now twice what I owe. They told me I was eligible for the PMI cancellation, but they require their appraiser to appraise the property, which would cost me another {$450.00}. I have been offered {$90000.00} more than what I owe on my home, but choose not to sell. When I asked Freedom Mortgage why they wouldn't accept my assessed tax value, which is an official valuation, they told me that the assessed value does not reflect the interior condition of the property. I want my PMI cancelled without cost to me. I feel that Freedom Mortgage penalizes its customers and makes it extremely difficult to get satisfactory resolution to consumer issues. Sincerely, an anguished consumer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an automated email from Freedom Mortgage notifying me of a potential breach of my account. I followed the notifications instructions and called Freedom 's customer service number immediately. The CSR did not understand the situation or my concerns and told me not to worry, and that I should just ignore it because it was probably an error. I asked to speak with a supervisor and was promised a call back the next day. I did not receive a call so I followed up in writing requesting an explanation of the situation and assurances that my personal, sensitive information was being adequately safeguarded. A week passed with still no response from Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SUBJECT : RETURN OF FUNDS FROM DOUBLE MORTAGE PAYMENT IN MONTH OF XXXX On or about XXXX XX/XX/2019 I authorized a monthly ACH draft from my XXXX XXXX checking account for the purpose of paying my mortgage to Freedom Mortgage. By XXXX XX/XX/2019 I had not received any form of written communication from Freedom Mortgage that verified the ACH draft would take effect. Therefore, on XXXX XX/XX/2019 I paid my mortgage payment via my on-line banking with XXXX XXXX. On XXXX XX/XX/2019 I finally received a letter ( dated XXXX XX/XX/2019 ) from Freedom Mortgage that stated my ACH draft request had been processed and that my XXXX checking would be debited on XXXX XX/XX/2019. I immediately called Freedom Mortgage and was told that it was impossible to stop the ACH draft on that day, and that I should attempt to stop the payment of the draft by my bank ( XXXX XXXX ). I called XXXX and asked that the draft not be honored. XXXX XXXX took all the pertinent information but stated that if the draft had already executed, it could not be stopped. And it was not stopped. Therefore, it is clear that I made two XXXX mortgage payments to my loan with Freedom Mortgage ; one was in error. I need one of those payments returned to my XXXX XXXX checking account. Both I and my wife are retirees and live on a very fixed income and budget. The {$2200.00} that made the second XXXX mortgage payment are the funds needed for our living expenses and other bills for the entire month of XXXX. After speaking to a Freedom Mortgage representative by phone on Friday, XXXX XX/XX/2019, I faxed to Freedom Mortgage the information above and a copy of my XXXX XXXX checking account information showing both payments had posted ( been paid ) to Freedom Mortgage. The Freedom Mortgage representative had provided me their fax # XXXX, which I used. On Monday, XXXX XX/XX/2019, I called Freedom Mortgage Customer Service # XXXX to inquire as to the status of my request for return of one of the two XXXX payments I made. I spoke with XXXX, id # XXXX, in XXXX, Indiana. I was first told that once the request had " been processed '', a check would be sent to me. I asked why an electronic transfer could not be made directly to my checking account. I was put on hold for several minutes. I was then told that " XXXX '' had told XXXX that once my fax " had been found '', she would have an electronic transfer made to my XXXX XXXX Checking account, and that would take 5-7 days. I expressed my disbelief that an electronic transfer takes 5-7 days, and asked to speak with XXXX 's supervisor. I was again put on hold for several more minutes. I was then told a supervisor was not available I requested to make an appointment with a supervisor and that request was denied. The supervisor in question is " XXXX '', also in XXXX, Indiana. In the final analysis, I received no confirmation that my fax had been located, nor that I would receive my funds any time soon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-07
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 disputed the 30 day delinquent reporting when I learned of it by applying for a loan on XX/XX/18. I submitted a written letter to Freedom Mortgage Company and requested to investigate my complaint and to remove the 30 day delinquency notice because the payment was made to their company on time. I am writing to request assistance in having a 30 day delinquent entry removed from my credit report from all 3 credit bureaus. The correction of the error being sought is described below in regard to the mortgage on my property. A 30 day delinquent entry on my credit report by Freedom Mortgage Company because of an escrow shortage ; which is only a proposed or projected change. Its was not an actual payment that made that the company made and needed to recouped. Further, the proposed or projected escrow change was paid in full once Freedom Mortgage Company was contacted. Payment application errors : Freedom Mortgage Company rejected the full payment I made in XX/XX/2018 in the amount of {$1200.00}. It was not applied to the loan or returned to me. Why was it not returned to me if it was short within a timely fashion to avoid it being 30 days late? Freedom Mortgage Company should not be unjustly enriched by unapplied funds sitting in their account that was intended to be applied to subject mortgage loan. Freedom Mortgage Company did not properly credit the payment received on XXXX XX/XX/2018 in the amount of {$1200.00}. Said payment should have been credited to : Freedom Mortgage Company Loan #. Freedom Mortgage Company credited the XX/XX/2018 payment on XX/XX/2018 ; which resulted in a 30 day delinquency notice being placed on my credit report and a significant drop in my credit score. The payment should have been applied on the day it was received in accordance with 12 CFR 1026.36 ( c ) ( 1 ). Freedom Mortgage Company should be required to remove the delinquent entry. It is harsh, detrimental and unjust. Mortgage Companies should be required to notify consumers via certified mail, phone or fax if unapplied funds are being held because of the adverse impact it has on a consumers credit worthiness, standing and capacity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2019-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took a 30 year home loan for {$180000.00} on XX/XX/XXXX. I have since paid the remaining balance down to {$170000.00}. I paid 5 % down on the original home price of {$190000.00}. I was required to have PMI. Since our original purchase, our home value has increased dramatically. We invested heavily on a remodel, as well as general home value increasing in the neighboring area. I have attempted multiple times to remove my PMI with Freedom Mortgage and have not received any recognition or response. In XXXX, our tax assessment increased to a total of {$210000.00}, which means our ratio was close to the 20 % threshold. I wrote a written letter on XX/XX/XXXX and requested that our loan be reviewed and if necessary, I would pay for an appraisal to show the value had increased. I received no response. On XX/XX/XXXX I received an updated tax assessment of our home being valued at : {$240000.00}. At this value, we have significantly beyond the required 20 % ratio. On XX/XX/XXXX I called and requested PMI to be removed. The customer representative once again reiterated the need for the letter to be written, but explained that an email with an attached letter would suffice. She said they would respond with the approved appraisers to use. On XX/XX/XXXX I wrote an email including an attached letter requesting PMI removal again. I explained that I would pay for a re-appraisal to prove the updated home value if necessary. On XX/XX/XXXX I followed up on the email and explained if I did not receive a response by XX/XX/XXXX, I would be following up with the CFPB. XX/XX/XXXX -- I have received no response from Freedom Mortgage. After repeated calls and written letters via postal and email, I have received no response to my request to remove PMI.
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: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A