Date Received: 2019-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has sent my home into foreclosure as of XX/XX/XXXX claiming that they have received zero payments from me since XXXX XXXX XXXX. We received zero notice of any issue until XX/XX/XXXX. I pay my mortgage through my bank ( XXXX XXXX ) using their online Bill Pay service. Freedom mortgage says I haven't paid since XX/XX/XXXX, and my bank has proof of sending checks to them and Freedom Mortgage cashing these payments. My bank has record of payments made XX/XX/XXXX ( {$2000.00} ), XX/XX/XXXX ( {$1400.00} ), XX/XX/XXXX ( {$1400.00} ), XX/XX/XXXX ( {$1500.00} ) and XX/XX/XXXX ( {$1500.00} ). When I received my XX/XX/XXXX check ( {$1500.00} ) back in the mail along with a notice that this was not enough to reinstate my account and my account had been put into foreclosure, I immediately called Freedom Mortgage and spoke with XXXX ext XXXX. She was unable to explain to me why they had received payment yet it was not applied since XX/XX/XXXX. So therefore, none of the {$7800.00} in total payments had been applied to my monthly payments. The only trace we could find is the {$1500.00} XX/XX/XXXX check they sent back to me which clued me into the problem and foreclosure proceedings. It is important to note that my home for which this mortgage is held is located in XXXX XXXX, Florida in XXXX county which was hit by Hurricane Matthew and Hurricane Irma, causing flooding and damage in our home for which we reported and filled out loss and hardship paperwork that they are now saying they never received. Even with the disaster and hardship, I still made my loan payments. The amounts are varying because each time I would call to get things straight I was told different things and how to handle and what to pay to stay current. Because of all this " run around '' I really have overpaid since XXXX by almost {$5000.00}. Just since XX/XX/XXXX ( when they say I haven't paid ), I paid total of {$7800.00} which is about {$450.00} to {$500.00} more than they say I owe and didn't. Because of the disputed payments, my bank ( XXXX XXXX ) has walked me through reporting Freedom Mortgage for fraud. Essentially, I have been put in foreclosure illegally and this will be audited and I have retained a lawyer. I tried multiple times to reach out to Freedom and handle this timely and make it right, but they won't even let me speak with a supervisor, nor can they give me a real answer where all my money has been applied. So XXXX XXXX is doing a fraud investigation because Freedom Mortgage are thieves and are trying to scam me ( a widow with XXXX kids ) out of my home. The fraudulent accusations of default and foreclosure has ruined my credit to the point of making it impossible to find another place to live. All this, as if I have been some delinquent who doesn't pay her bills. Well, I hope they like it when their shady business dealings and customer service incompetence is exposed. My bank has proven you took my money, now you need to give it back or apply it to where it was originally intended, my mortgage payment. I refuse to be just a easy prey you can scam to make a profit. I will be a thorn in your side until you make my payments reflect and take it OFF of my credit. I will take this as high as I need to go in your world.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I sold my house and Freedom Mortgage loan number XXXX was paid off. On XX/XX/2019 Freedom Mortgage disbursed the balance of the escrow account to me. On XX/XX/2019 Freedom Mortgage received {$510.00} from XXXX XXXX company for the balance of the homeowners insurance that was disbursed to them prior to the sale of the home. The first week of XXXX I called Freedom Mortgage and asked them to release the funds to me. I called again the third week of XXXX as they had not released the funds though they had promised to cut a check on the XXXX. I called again on the XXXX and they assured me the check would be cut on the XXXX. It is now the XXXX of XXXX and they have still not released the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 832XX
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed this loan in XX/XX/XXXX, Two companies have handled the servicing. XXXX XXXX is the company we closed with and made payments from the first due in XX/XX/XXXX thru XX/XX/XXXX then made rest of payments to Freedom Mtg starting XX/XX/XXXX to current date. We have had nothing but problems with this mtg from the beginning. XXXX XXXX tried to escrow our loan for the homeowners and taxes but was only suppose to collect escrow on Flood Ins. We spoke with XXXX repeatedly and I thought we had worked all the problems out then they sold the loan to Freedom. I also spoke repeatedly with them to make sure all was corrected and thought after my letter asking for investigation into the loan and their reply on XX/XX/XXXX we had finally got the figures straight. But no dice. We received their reply of XX/XX/XXXX on XX/XX/XXXX and the letter stated that after their investigation our payment was going to be XXXX instead of the XXXX, however, our payment for XXXX was already made. A customer service rep phoned us on XXXX and wanted to collect XXXX to bring our XXXX payment up to the new amount so we complied and paid the XXXX over the phone with them assuring us we were up to date and the next payment would be XX/XX/XXXX for XXXX ( this was a recorded conversation ) Then we received their letter and read that the new payment would start in XXXX not XXXX so the rep should have collected XXXX for both XXXX & XXXX. I phoned Freedom Mtg to make this additional payment but they refused and said I was a payment behind. I did send in this XXXX by separate check with XXXX 's payment with instructions to put towards XXXX payment to bring it up to the corrected amount. So off went another letter to them, certified dated XX/XX/XXXX. They acknowledged my request for another investigation and ask for 30 days to figure it out then sent another letter asking for an additional 15 days. The response I received from 2nd investigation was totally ridiculous and had no relevance to the actual problem only that I was behind one payment. There was no information as to how they figured I missed a payment or when. I phoned and once again asked for a supervisor but got no where or no one. They want me to send copy of all payments I've made and they will try and figure it out although in the mean time they are reporting us to the credit bureaus as being 30-60 days behind in our payment which cost us a very important real estate purchase. That hurt our business tremendously as this property was highly sought after and we barley managed to beat out the competition only to lose it because there wasn't a lender who would loan to us with our primary mtg reporting 30-60 days behind, yet WE NEVER MISSED A PAYMENT. XXXX 's credit scorXXXX went down 97 points from XXXX to XXXX Why are they allowed to report delinquency while the loan is undergoing investigation for accuracy? We are now getting 2-4 calls a week dunning us for payment and receiving 2-3 letters per week threatening foreclosure if we don't pay. We Need HELP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34974
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submit two {$3000.00} payments for principal reduction on XX/XX/2019 & XX/XX/2019 through my bank electronic payment/bill pay. I called the company/Freedom Mortgage twice in XX/XX/XXXX after the XX/XX/XXXX and XX/XX/XXXX statements failed to reflect the reduced principal amount on our account. I also went on-line to check on the status today, and the company still did not reflect the actual date of the principal reduction payment received nor apply the payments toward the principal. This has been an on-going issue whenever we make extra payments toward the principal during the last 24 months period. The company cashier department made all attempted to applied payment to a later date or refused to apply payments toward the principals even when the checks are clearly stated with principal reduction payment purpose only.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95661
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXX, we were affected by the hurricane and offered disaster relief assistance from XXXX ( mortgage company ). We did not have to make a payment XX/XX/XXXX XX/XX/XXXX & XX/XX/XXXX. We were given the option to modify or accept a forbearance. In the process of modifying the account was transferred to Freedom Mortgage. It took almost a year to rectify this issue because XXXX did not have us classified as being under a program so our loan was considered delinquent. After several complaints and the assistance of FHA/HUD. We were able to rectify the situation. We were advised no late fees would be assessed and our credit would reflect affected by disaster/current. In XX/XX/XXXX when the partial modification was completed, I had to request an update to the credit bureau because the loan was showing 90 days delinquent. It was updated to current. Then in XX/XX/XXXX, freedom mortgage reported the account 129-160 days delinquent. We have already established that the account was never delinquent but under a disaster program. I am currently trying to refinance and I can not because they keep reporting the account as negative. They updated it to current but was over 90 days delinquent. This has prevented me from getting a line of credit and the interest rate on the refinance is higher. I need XXXX to advise freedom mortgage that no fees should have been assessed on the missed payments, I need freedom mortgage to waive the late fees that were added, correct my credit report to show CURRENT PAYS ON TIME NEVER LATE and to adjust the balance of the partial modification. I have asked several times for a supervisor and I have never received a call back!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am the attorney for XXXX XXXX, who lives at XXXX XXXX XXXX, XXXX XXXX, Iowa XXXX. XXXX provided my law firm authorization to request a mortgage payoff - she is currently in default, but has sold her home. I contacted Freedom Mortgage with a written request for payoff with my authorization. My request was e-mailed on XX/XX/2019, and I received an e-mail response my request was received. I contacted Freedom Mortgage on XX/XX/2019, as I had not seen a payoff statement. I was informed her loan was in default and the payoff would take 5-7 days. I explained they received my request 7 days earlier ... I've since been told they did not initiate the payoff until XX/XX/XXXX after receiving my call. As part of the payoff process, Freedom Mortgage has to request attorney fees from the foreclosure attorney. I have also e-mailed and telephoned the law firm requesting they provide Freedom Mortgage their fees. I've yet received a reply. I am currently on hold with Freedom Mortgage once again. During this conversation, Freedom advised me they will not contact their own foreclosure attorney to obtain their fees. They simply make the request. Freedom offered to give me the law firm 's contact information so I might contact them. They indicated whenever they get the information they will complete a payoff, but are not going to do anything assertive to actually obtain the foreclosure fees to complete a payoff. We are almost 3 weeks after the initial inquiry and still no written payoff. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50266
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There was damage to my home on XX/XX/XXXX and an insurance claim was made. The insurance company issued to checks for the damage, one for {$6800.00} and the other {$1600.00}. On XX/XX/XXXX Freedom mortgage sends them back to me with a letter stating " checks were not endorsed '' I call Freedom mortgage on XX/XX/XXXX at XXXX XXXX and speak to " XXXX '' she says the balance is {$0.00} so tell the insurance company to take Freedom mortgage off the check and reissue it just to me because they were written to me and Freedom mortgage together. I call the insurance company and they said since Freedom was lien holder at the time of loss they will have to sign the check and it can't be reissued just to me. I call Freedom mortgage back on XX/XX/XXXX at XXXX XXXX and speak to " XXXX '' and tells me to send in proof it was paid off even though it was Freedom mortgage. I call back on XX/XX/XXXX at XXXX XXXX and speak to " XXXX '' who escalated it to a manager and she said the manager said to send the check in endorsed and they will sign it and send it back and told met to send it to : XXXX XXXX XXXX, XXXX SC XXXX. I sent them in by XXXX and followed up they promised they would send the check back if I signed it. I follow up on XX/XX/XXXX and spoke to " XXXX '' at XXXX XXXX and she says the checks were received and will be signed within 24 to 48 hours. I follow up on XX/XX/XXXX and spoke to " XXXX XXXX '' supervisor. ( ext XXXX ) she claims they are not sending the checks back but are keeping it because I completed a " Deed in lieu '' and the loan was paid off after the date of the check until that day on XX/XX/XXXX. This was a ploy by Freedom mortgage to trick me into endorsing the checks and sending them to them. They misrepresented and XXXX by telling me " if i sign the check and send it to them they will endorse it and send it back '' I am a 100 % XXXX XXXX XXXX veteran and this is a VA Loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: am writing this letter to formally complain and seek to have my {$1500.00} plus the overdrawn charges of {$39.00} credited back to me the with utmost urgency, please mail us a check to our personal address : XXXX XXXX XXXX XXXX Va XXXX Our bills are piling up and they will not be paid, if no immediate action will be taken. There have been grievous and extremely unprofessional mishandling on our account ( XXXX ), I will list them for you and know that it will be reported to the Credit Financial Protection Bureau. I am one hundred percent certain that we are not the only family/account that had to endure this inconceivable errors that can devastatingly affect someone's finances ( utilities could have been cut off and we were ineligible to get a good rate to buy a vehicle and favorable discounts to purchase cellular phone because of these errors because our credit score went down 100 points ). Below this email, you will see a thread explaining that mortgage payment to Freedom Mortgage has been set up through our bank XXXX XXXX XXXX XXXX. I started receiving numerous calls stating that we have not paid our mortgage for the month of XX/XX/XXXX, with the past history that we had with your company we decided to go ahead and cancel the automatic bill pay through our bank on XX/XX/XXXX and just pay you directly and even adhere to your monthly payment system through your company website. 1 ) Since Freedom Mortgage did not receive payment from XXXX XXXX XXXX XXXX which was set up to be mailed at the XXXX- postal ; we decided to be earnest in paying our mortgage and mail in a personal check in the amount of {$3000.00} and although it was clearly stated under the memo line that its for the month of XX/XX/XXXX & XX/XX/XXXXpayment 2 ) the funds were not applied to the supposedly behind mortgage, we still kept getting calls and asking us to pay our mortgage. I had to call and and clear that out again and the check was placed in escrow. 3 ) Then, trying to adhere to your website automatic payment and assuming that checks that was paid by XXXX never reached your office, we set up the automatic monthly payment through your website. Unknowingly, Freedom Mortgage then encashed the check # XXXX and applied it for the month of XX/XX/XXXX. Because of this, we got overdrawn on our accounts and it had a rippling effect on our finances as that {$1500.00} was allocated for something else. We were receiving calls incessantly when apparently Freedom Mortgage had our checks, just never encashed at the right time therefore, causing financial chaos to us. 4 ) Freedom Mortgage kept sending us mortgage notification at the wrong address that caused non receipt of mortgage payment, although payment was being mailed or sent ( 2018 ) when it was clearly stated the mailing address is different from the property address. These errors may be trivial to your company, but money is at stake and average working people like us rely on every penny not to mention that numerous hours spent collecting proofs, calling and writing letters and going to our banks to understand the error. It almost seem like a full time job trying to keep watch of our mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage company 's insurance department made an error at the end of XXXX but writing a check to the wrong homeowners insurance company. That check was then cancelled but the money wasn't refunded to the escrow account for over 5 months. This caused my monthly payment to increase do to there now being a shortage in my escrow. For 5 months, they denied that there was an error and that my account was short. Once they located the money in the amount of {$2200.00} it took long after the close of the mortgage for the money to be placed back in our escrow. The mortgage closed out on XX/XX/2019. I've called the company only to be told that a ticket will be issued for a request for the funds to be funded many times. The money should not have been missing in the first place, nor should I have been charged a fee at closing for having an escrow shortage. I've asked that they expedite the refund back in XXXX. Was told 7-10 days for a check to be written. Still on XX/XX/2019, there isn't a check issued. Another request was issued today. I have lost faith in freedom mortgage company 's ability to refund this money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2019-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, last XX/XX/XXXX, I was diagnosed with an aggressive form of XXXX XXXX. I was then placed on medical leave from XX/XX/XXXX until XX/XX/XXXX. As soon as I realized that I would be off work for a long period of time, to undergo XXXX treatment, I contacted my mortgage provider, Freedom mortgage, to ask for information about services that would help me in the future if I were unable to pay my mortgage. Initially I was referred to the Nevada hardest hit fund, I completed the application but was denied. I was okay with the denial at the time, because I was still receiving pay from the catastrophic leave donations that I received from co-workers. I also did not want a five-year lien on my property in turn for the help that Nevada hardest hit fund would have been giving me. Fortunately I was able to pay my mortgage and all of my other bills and my car loan, during the time that I was out of work. However by the time that XXXX came, my income had drastically decreased and I knew that I had to get back to work or else I would be in trouble for not paying my bills. I went back to work on XX/XX/XXXX, which was two weeks sooner than my XXXX and XXXX oncologist would have had me go back to work. However I knew that I had to return to work because I needed to pay my mortgage and other bills. I returned to work on XX/XX/XXXX, at which time my mortgage for the month had not yet been paid. I contacted Freedom mortgage to advise them that my mortgage would be late because I would not get a paycheck until the following month on XX/XX/XXXX. My concern was that I did not want my mortgage payment to be reported late to the credit bureau 's, because I knew that it would drastically damage my credit score at a time that I am trying to maintain my credit score, my good health, and my lifestyle. Freedom mortgage advised me that there was nothing that they could do to help me because I was not in default at the time of my call in XXXX. I was advised that I would have to wait until I was 30 days or more late before I could call and request help. I was asked if I wanted to file a modification, at which time I declined because I did not want to lose the current interest rate which is only XXXX. I knew that I would be paying my mortgage and I would eventually catch up as time went by and I continue to work. Following the payment of my XXXX mortgage on XX/XX/XXXX, I contacted Freedom mortgage again, to ask if they would remove the late reporting from the credit report. They advised me to write a letter explaining my situation and to provide them with proof of my medical condition and they would review it but they could not promise me that they would move the late reporting. I was also told that late reporting is usually only removed if there is a natural disaster. I felt offended because although my illness was not a natural disaster, XXXX is very much a medical disaster. I felt that their decision to allow the late payment to remain on my credit report, although they were made aware of my medical condition from the beginning of my diagnosis, until I struggled to make the payment in XXXX, was not fair to me. I was very sincere in maintaining contact with my mortgage loan servicer and Advising them of my medical situation along the way, and all that I wanted was for them to understand that throughout the entire time that I was off work I made my payments with no problems and I was only struggling to make one payment in XXXX. It should also be noted that my home loan was also included in my Chapter XXXX bankruptcy which was discharged on XX/XX/XXXX. Although I requested to reaffirm the debt with freedom mortgage, the bankruptcy judge declined to approve the reaffirmation. The judge explained to me why he would not approve the reaffirmation of my home loan. However I was advised that I could retain the collateral property as long as I continue to pay my mortgage, which I have continued to do. Although I struggled and there was a hardship in my life, I continue to remain in the home, to provide good care of the home, and to continue to pay the mortgage. It is my understanding that Freedom mortgage can not legally report my payment history to the credit bureaus any longer. I am not worried about Freedom mortgage reporting my payments, I am hugely dissatisfied that the reporting of the late payment has caused me to lose 100 points from my credit score. My letter and open communication to Freedom mortgage was in an attempt to reverse the late payment so that I can receive the points that I so deserve two positively raise my credit score oh, so that I continue to move forward and better myself and my living situation. It is my sincere hope that after reviewing the documentation that I have uploaded, which is the same exact documentation that I sent to Freedom mortgage, that you can assist me and finding a resolution. Also, I am blessed to tell you I am a XXXX survivor. As of XX/XX/XXXX I was given a XXXX-free verdict and following my XXXX XXXX sessions oh, I have been given the good news that the chance of reoccurrence is less than 7 %. I am thankful that XXXX blessed me I am back at work and I have a promising career. Respectfully and yours truly, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2019-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A