Date Received: 2023-10-18
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/2023 Freedom Mortgage processed my mortgage payment. Rather posting the entire payment, they decreased the payment by {$50.00} and posted the remainder of the payment. They then posted the {$50.00} to escrow separately and charged a {$50.00} fee to my XXXX statement. Today I received a notice from Freedom Mortgage stating that I had not paid the entire regular monthly mortgage amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Freedom Mortgage has continually given me the runaround for over one year while I tried to get back into good standing by applying for modification help. Instead of conducting a transparent and efficient review I have been given conflicting information as they misplace or lose documents and feel that this is a coordinated obstruction of access to benefits that they are required to consider me for. Freedom is required to allow a path to reconcile delinquent payments due to Covid income hardship through the CARES program. After a full year of multiple submissions, I have still not been reviewed for any type of program to address the delinquent payments and now I find myself in foreclosure. I was a front line XXXX XXXX as a XXXX XXXX ( for 22 years ) and within the first two months of the pandemic I became sick with XXXX and was unable to work. I applied for the CARES forbearance and I am grateful that the government put this program in place to help struggling homeowners during the pandemic. I was able to go back to work after a few months but then my father ( XXXX XXXX ) became XXXX XXXX with XXXX and I had to take time off from work to serve as his XXXX I was able to get the forbearance extended to help us during that time and finally got back to work in 2022 and resumed making payments to Freedom. After a few months of payments I was told that I needed to apply for a loan modification to reconcile the payments that had been put aside due to the forbearance. I first submitted documents and went into loan modification review a year ago. I submitted all of the requested documents, and then their office claimed they did not receive it. So I sent the tracking information that showed it had been received. After providing that information the package was located and then it was sent to loss mitigation. After several weeks with no response I called in and instead of a status or a decision Freedom Mortgage sent out another package for me to complete. Once again I completed the paperwork and submitted it to Freedom, and once again their agents gave me the runaround saying they were missing documents. So I began backing up the submissions by emailing them so that I would have documented that the paperwork had been provided for loss mitigation. I also sent it regular mail and also faxed it. I continued to run into the same problems, and I began to think that this was some type of organized plan to obstruct access to programs. I next submitted the full package through the Freedom online portal and the notes say that it is under review but then a new package would appear in the mail a few days later. Now Freedom Mortgage has initiated foreclosure against me, stating in their legal filings that I have not paid the mortgage as agreed. Just to be clear, I could not pay the mortgage during the pandemic and the government program allowed millions of struggling American homeowners to pause their payments and reconcile them once the hardship ended. When my hardship ended I resumed making my payments but then their agents told me I had to go through your modification review first. It has been more than one year and now the delinquent amount is close to $ XXXX and this is a result of inefficiency and incompetence and possibly deception on the part of Freedom Mortgage. I am frustrated and have been trying to pay them and I want to pay them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I contacted Freedom Mortgage regarding a letter that I received after my mortgage was transferred from XXXX XXXX to them. I have a VA loan and I only owe {$25000.00}. I received a letter dated XX/XX/2023, that stated that my mortgage was increasing from {$1600.00} to {$1800.00}, a difference of {$260.00}. According to their figures regarding my escrow account, the Projected Minimum Balance is {$690.00}. The Required Minimum Balance is {$1500.00} making the total needed {$2200.00}. I asked the question, if I pay the Required Minimum Balance will my mortgage payment remain {$1600.00}. I was told No. When I asked why I was told it was because of escrow shortage. I was told that they needed an additional {$180.00} per month to cover the escrow shortage that I was pay off in a lump sum of {$2200.00}. I have talked with XXXX different representatives of Freedom Mortgage. It appears to me that this might be a case of elderly financial exploitation. Your company required Freedom to stop unlawful activities and pay a {$1.00} XXXX civil money penalty. To get the additional money that they need to pay their {$1.00} XXXX civil penalty they will " nickel and dime '' their older customers. If I pay off the escrow shortage my payment should not increase. Please review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20171
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: We are facing a foreclosure auction on our home on XX/XX/XXXX and are looking for help to fix the missed payments. We first struggled with this loan due to XXXX in XXXX which led to income loss and when we contacted Freedom they offered a XXXX month forbearance. However, after the forbearance Freedom Mortgage did not provide a plan or an option to defer or recapitalize those payments and we had to pay extra each month to get caught up on the mortgage. We paid as agreed until a few months ago when my husbands XXXX became so serious that he was unable to work for several months which led to us missing the mortgage payment in XXXX. We tried to make partial payments and get caught up but it was not possible. Now XXXX is refusing to accept payments from XXXX and telling us we need to pay {$8400.00} in XXXX payment to catch up the mortgage otherwise you foreclose. I have owned this house since XXXX and it is home to XXXX and I and XXXX children ages XXXX and XXXX. We do not want to lose our home and urge Freedom to provide options through HUD programs to help us get caught up on the past due payments. XXXX is back to work full time and our hardship is resolved. We have always paid our mortgage on time until we were impacted by XXXX. XXXX works in remodeling and construction and when the pandemic hit his income dropped. We hung on as long as we could until we asked for help in XXXX from Freedom. We appreciated that we were offered a XXXX month forbearance and ended up making extra amounts in our payments to pay back those payments that had been set aside. I have now been made aware that since we have an FHA government backed loan that Freedom was required to offer us a forbearance if impacted by XXXX. This program was to stay in place as long as we were in a hardship and could have been extended to 6 months, 12 months or even 18 months. After the forbearance ended XXXX was required to come up with a plan to address the delinquent payments that did not include full reinstatement. We were only offered a XXXX month forbearance and even though our hardship was not over, we resumed payments and actually paid extra to catch up on the delinquent amount. I feel that if Freedom had complied with the government guidelines and allowed us to stay in the forbearance for a longer period of time ( our hardship was not resolved when we resumed payments ) and given us a different option to address the payments that were set aside we would be in a different place. In XX/XX/XXXX XXXX XXXX got worse and he was not able to work. He has been granted partial XXXX benefits through XXXX due to this condition. We tried to get caught up on the mortgage but it became a situation where I had to choose between paying for food and electricity or keeping up with the mortgage. I contacted Freedom to ask if we could be considered for another forbearance or assistance options. I was told that there XXXX be options but that I needed to go through a rigorous process in order to be considered. I was overwhelmed with my husbands illness and making sure the lights stayed on and when I tried to speak again with their agents about getting help and applying it was very confusing and I thought it would be easier to just start paying back extra on the mortgage like we did during XXXX. When I tried to call in to make payments I was told that they would only accept the full past due balance. Next thing I knew there was a sale date. XXXX has been back to work for XXXX months now and we are in a stronger place and our hardship is resolved. The problem is that we do not have {$8400.00} to pay to Freedom to stop the foreclosure auction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: Spoke with Freedom Mortgage on 3 separate occasions in reference to understanding how to have our PMI removed as it totals close to XXXX for the life of the loan. During our signing of our Refi we were told that once our home to loan reaches 20 % equity that we would be able to request to have the PMI removed. This was not the case previous during my previous conversations with Freedom, i requested documentation on where it was signed that we acknowledged that the PMI would be for the life of the loan ( Does not state anywhere ), i was given the amortization page showing the outline of payments. This does not state that PMI insurance is for life of loan or you can not request to have PMI removed due to our loan being an FHA loan. This seems to be " Legal '' theft and misleading representation during the loan signing process. i was then given advice to refinance and i stated i am not refinancing @ current rates that would be stupid. In the process to speak with someone on the phone i am not directed to a voice-mail, directed to a live manager, or given follow up contact information with freedom mortgage leadership. The normal response of someone will contact you within 24-48 hours was given and i have been down that road a few times with Freedom where i had to call daily for an update ( getting an update a week+ on a previous issue )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29316
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The account was paid in full and it is still being reported to the credit bureau as owing the full amount and being delinquent. i disputed the information with each credit bureau and all XXXX came back as accurate despite me providing court documents and letters from the mortgage company stating the loan was paid in full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage was recently transferred from XXXXXXXX XXXX to Freedom mortgage. I received a letter saying I had a 2 month grace period to start my loan payments with the new company. My mortgage payments went up almost {$200.00} per month so I used the 2 month grace period to pay off some bills so I would still be able to put food on the table. I just received 2 letters yesterday from Freedom mortgage, one saying I was past due 2 months and one saying I had 30 days to catch up my payments or they would foreclose on my house. After I received the first letter informing me of the mortgage transfer I called Freedom mortgage and said I was planning on starting autopay on my account on XXXX XXXX and was told that would be fine. I called today and was told my only options to get the account current are a 6 month repayment plan that I can't afford or a loan restructuring that would change the percentage rate of my loan to the current rate which I also could not afford. I was also told I could keep making my normal payments but I would be reported to the credit bureaus and my credit would suffer. I'm sure this is not the first time someone has misunderstood the 60 day grace period after a mortgage transfer because their letters state you will not be charged a late fee by Federal law. I can't believe there is no way to fix this without ruining my credit score, which I have been working to improve. I am a XXXX XXXX XXXXXXXX XXXX and my wife and I are both retired living on a fixed income. My mortgage payments have gone from {$1200.00} to {$1600.00} since we bought our house. I can barely afford to put gas in my truck and buy groceries. Please let me know if there is anything you can do to help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Buckle up. where do I began. 2017 I was in a bad car wreck. It put me out of work for 6 months. I had no choice. I had to file bankruptcy. Bankruptcy is another story. For Freedom Mortgage, after bankruptcy this is where the nightmare began. While I was in Bankruptcy I was making my payments as well as Bankruptcy and I was making full payments. Most months I paid more than my payment. My time frame may be a little off, but 1 year after bankruptcy Freedom Mortgage said I was behind in payments, but when they look at their system they're saying that they see I have been making my payments. For over a year every time I called talking to a different person every time, I was told I was behind in my payments, but when they look in their system they see I was making my payments. I would always ask how I was behind when you see I'm making my payments every month and as always they would put in for a review. So I started sending my payments certified with a mail back receipt that they sign. I have been doing that for almost 4 years now. I even started recording some of the phone calls of Freedom Mortgage. On 2 occasion I have their supervisors on recording stating I was not behind and that they see where I was making my payments and not missing XXXX payment and to keep doing what I'm doing. So they decided to put me on a forbearance plan until they get the issue straight. Not knowing that was bad for me and my credit. So I was on that plan for 3 - 6 months. I call back after that time ended and I was told again from another person I was missing payments and I tried to talk to the same supervisor. All I got was a voice recording. Never did talk to that person again. Again I was put on another forbearance plan for 3 - 6 months. So I decided to seek help, because now they are trying to take my home. I called over 100 lawyers and all I heard was I don't handle that type of case. Here is the bad thing. MORTGAGE companies like FREEDOM MORTGAGE know this. They know how hard you will find help and that's why they do what they do. I did find a lawyer that did look at everything I had and what Freedom Mortgage sent me for over 4 years. After looking at a few pages, he found the problem. Freedom Mortgage is saying they never got any payments from bankruptcy. Everyone know bankruptcy paid Freedom Mortgage. That lawyer never did finished the job I paid for. That is also another story. By this time Freedom Mortgage has started foreclosure. So now it time to find help again. It took days calling lawyers again. I found 2 lawyers that are willing to take the case and both lawyers said I have a case. BUT. It's going to take a large amount of money. Lets say {$350.00} - {$500.00} a hour. So I called Freedom Mortgage asking to talk but this time talking to a man that says he was over everyone. Not going to say his name. Ok I told him everything that was found and he told me to get proof that bankruptcy did send payments and that would fix the problems and he gave me his email to send it to. He as well as I did not think I was going to get that info. I did not even know where to start. I'm no lawyer. So I called bankruptcy court and told them what was going on. I have to say they got mad because Freedom Mortgage said they did not get any payment from them. While I was on the phone with the court, she sent everything to my email and had me to open it and walked me through it showing that Freedom Mortgage was paid through a XXXX party company and from there it was sent to Freedom Mortgage and they cashed the check at their bank and the date they cashed all checks. So I emailed everything to this person at Freedom Mortgage. Remember at the beginning I said buckle up. Now this ride is going to go fast. I Called Freedom Mortgage 2 days after I sent everything to this person to speak to this person and as usual this person would not talk to me PERIOD and everyone I'm now talking to is RUDE and SHORT. They are now saying I'm missing payments from XXXX to now. The date is XXXX and this was last week. Over {$13000.00} I'm now behind. This is what they are now saying. Now I'm back to square XXXX. I told them what I've been saying all along. I'm not behind and I send My payments certified with a mail back receipt. I was trying to tell the Lady I was talking to at the time the payments I have made ever month up to XXXX I was cut off rudely. You have to send us proof. I was giving and emailing to send proof of payment. What Freedom Mortgage didn't know was I already had that in hand. Since all of this has started I made copies of everything I do with Freedom Mortgage. Bank statements, bank drifts, and images of the checks I send every month and the dates they cashed my payments. I sent all of that to their lost mitigation department last week. Today when I got home Freedom Mortgage sent a package by XXXX about some type of agreement saying if I don't pay the {$13000.00} of what i supposedly owe that they would take my house. The question I have is where is all my payments going? They want me to pay for something that has already been paid for. If I don't pay, they want to take my home one way or another. This is my home. I worked hard for it like so many others. This is my dream home. I'm living where I always wanted to. I didn't even apply for a loan through Freedom Mortgage. I went through a bank for my Mortgage not knowing that a bank would just up and sale out like that hurts. That's fine that they did, but let the customers find choose who they want as a mortgage lender. Someone like me is going to do their homework before going with anyone like Freedom Mortgage. Freedom Mortgage is out here destroying families. Putting people through so much hardship. I have been fighting with Freedom Mortgage for 4 years and I can't do it alone. My daughter and I tonight have read so many complaints against Freedom Mortgage. All I want to do is put out a compliant of what has been done to me 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: 308XX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I sent the following to XXXX . XXXX ( Freedom Mortgage CEO ) by way of email this morning and sent to any and all emails that I could find on Freedom Mortgage 's website. Not sure if any of this will reach the individuals that have the power to correct this issue. === Good morning XXXX XXXX XXXX, Hope you and your family are doing well. My name is XXXX XXXX XXXX. My wife is XXXX XXXX XXXX. The purpose of this email is to inform you that my wife and I are very unhappy with Freedom Mortgage. We have two of our properties with Freedom Mortgage. In the forty years that we have owned property, we have never been late with our payments. The reason we are so disappointed with Freedom Mortgage is because on XX/XX/2023 ( my XXXX XXXX XXXX ) my wife made the house payment on our XXXX XXXX ( Account # XXXX ) at XXXX Colorado Time . The payment was not credited by Freedom Mortgage until XX/XX/. Freedom Mortgage then reported that payment being " 30 days late '' on XXXX and XXXX and " 60 days late '' on XXXX on both XXXX and my credit reports. This is both disheartening and disappointing. Please see the attached for the detail. After eight phone calls to Freedom Mortgage, we are being told multiple stories as to why this has happened and Freedom Mortgage refuses to correct this error. We are reaching out to you to help us correct this error, Sir. XXXX and I are requesting is as follows .... Please remove the " 30 days late '' on both XXXX XXXX XXXX and XXXX XXXX XXXX on both XXXX and XXXX. Please remove the reported " 60 days late '' on XXXX on both XXXX XXXX XXXX and XXXX XXXX XXXX. Thank you in advance for your help on this matter. I had hoped that it would not have to come to this. However, I feel it necessary at this time to post the following on all platforms of social media. Once this matter has been corrected, then we will be more than happy to remove the following and replace it with a Raving Review of Freedom Mortgage. " I AM ONE VERY UNHAPPY CUSTOMER! My name is XXXX XXXX. On XX/XX/, my wife paid the house payment on one of our properties ( Account Ending in XXXX ) to Freedom Mortgage at XXXX MST. Unbeknownst to us, Freedom Mortgage ( who is on the XXXX XXXX ) did not credit that payment until XX/XX/. Freedom Mortgage then reported " 30 days late '' for the XX/XX/XXXX payment on XXXX and XXXX and " 60 days late '' for the XXXX payment to XXXX. After multiple calls, Freedom Mortgages has given my wife and I multiple stories on why this has happened and refuses to correct this error. BUYER BEWARE : If you are considering utilizing Freedom Mortgage for your mortgage loan, we would strongly suggest that you shop elsewhere for your Mortgage needs. Freedom Mortgage can not be trusted. We will not be utilizing Freedom Mortgage in the future. '' Thank you for helping us to correct this issue. Kind regards, XXXX & XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: When looking to refinance my home I noticed there are multiple negative marks on my credit from Freedom Mortgage I have reached out to them a few times XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I reached out before because I was XXXX and had issues trying to get into my account from out sea which caused my payment to be late. My payments were NOT over XXXX days late and it is inaccurately listed on my credit report. Freedom Mortgage clearly CAN NOT be trusted as they were recently under investigation for unethical practices. As per 15 U.S.C 1681 section 602 A. I have a right to privacy and Section 604 A Section 2 also states consumer reporting agency can not furnish an account with my written instructions. 15 U.S.C 168c. ( a ) ( 5 ) section states that no consumer agency may make any consumer report containing any other adverse item of information, other than records of convictions of crimes which antedates the report by. more than XXXX years. Lastly, 15 U.S.C. 1681-2 ( A ) ( 1 ) states a person shall not furnish any information relating to a consumer to any agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A