Date Received: 2019-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Freedom Mortgage company ( who is servicing my home loan ) on XX/XX/19 basically telling me that they had completed an escrow evaluation and that I owed them {$2300.00} by XX/XX/XXXX and that my Mortgage payment of {$1600.00} would be increasing to {$2100.00} effective on XX/XX/19. I immediately called the Escrow department and we walked through the escrow payments out and money in over the year that I have owned the house. My initial thought was that my property value had been reassessed but my current tax bill is {$2500.00} per year and this would now be a {$4000.00} increase per year. What Freedom discovered was that they made a payment to a county back in XXXX ( XXXX Co. ) that I do not live in on a house that I do not own. This money was sent back by XXXX County in XXXX and noted as " already paid ''. Once sent back from XXXX County, no internal questions were raised as to why it was sent in the first place. Freedom then sent {$2000.00} back to XXXX County on XX/XX/XXXX and after my escrow account went negative, they sent me the letter stated above. Now I am being told by Freedom 's tax department that until XXXX County send back the {$2000.00} to Freedom, that my escrow account will show negative and a new evaluation can not be performed as it would give the same result. I have until XXXX to rectify the negative balance and make the increased payment and once the money comes back from XXXX County, they will do a new evaluation and if there is an overage ( which there obviously would be ) I would be refunded the overage and my payment would be adjusted back to the proper amount. I asked to speak to a supervisor and was told that I could be transferred to a customer service representative which basically said that the tax department handles these matters and they have TOLD me how it would be handled. I sent a letter ( e-mail ) to the customer support address on Freedom Mortgage 's website this morning and received a form letter response that they would not engage my issue through e-mail but instead would send me a letter by US mail with their response. With the timing of this being critical, I was hoping to have this resolved by XX/XX/19.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2019-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Va Loan is being serviced by Freedom Mortgage Corp as of XX/XX/XXXX. I have never been late or not paid my mortgage. There was an issue with porting over my over XXXX exemption and an issue with taxes being corrected from previous owner. I did not receive anything advising me of the increase of payment by {$250.00} for XX/XX/XXXX and that payment was short by that amount only due to lack of knowledge that there had been an increase in my payment related to taxes. No one called to advise me of this and I received no correspondence to advise me of a change of the payment until XXXX of XXXX. In XXXX I Paid my regular Mtg amount plus 2X the additional XXXX to equal XXXX. The only time I have not paid the accurate amount on my mortgage on time was XX/XX/XXXX when the payment was short by {$250.00}. Once I knew of the increase I paid for both XXXX and XXXX increase in XXXX. The only reason I did not pay my mortgage correctly was because I was not advised of the increase for XXXX until XXXX of XXXX. I have made every attempt to have Freedom Mortgage remove this a late mortgage payment on my credit report. As a result of this incorrect reporting I have been turned down for credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75069
Submitted Via: Web
Date Sent: 2019-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sold home. Escrow check issued XX/XX/XXXX according to their web site. Call to support confirms the same and that check as sent to proper address. XX/XX/XXXX and still no check. no other options other than to re-initiate the process which takes a minimum of another 15 days. No option to expedite or go to Freedom office to pick up a check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2019-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Company currently owes me {$9100.00} in credits due to their mistakes. They have legally accepted this debt but is now stalling to make payments. I offered to deduct from my monthly mortgage and they in return ( XXXX id # XXXX & XXXX id # XXXX XXXX threatened with taking my home and adversely affecting my credit. As I have stated to FMC & CFPB, this relationship is beyond salvageable due to their multiple errors. Its threats like this that continue to take this relationship even lower despite me trying to work with them to find an mutually amicable solution. They are now angry with me as attributed to Ms XXXX who yelled at me then hung up. My ask is not so much for them to correct but to pay the due amount. My XXXX ask is how CFPB will hold them accountable? This is imperative. Thank you 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: 80003
Submitted Via: Web
Date Sent: 2019-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Account has been paid off since XXXX of this year but its still reporting on my credit and XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I started the process of refinancing my mortgage. I was then told that my mortgage company, Freedom Mortgage, had not paid my taxes for the last quarter of XXXX. I opened up an inquiry on that matter with their tax department. When I reviewed my annual escrow statement, it showed that they had issued the tax payment of {$580.00} out of my account in XX/XX/XXXX, but it was not reflected on my taxes. In addition, it showed THREE payments made in XXXX of XXXX to taxes. When I called and asked about it, I was told that it was to pay for the last quarter of XXXX 's taxes. When I asked them why the XXXX payment had not been re-deposited into my escrow account ( since the payment was never made on my behalf ) they said they would open an inquiry. Now, I went to pay my auto insurance, and see that NO PAYMENT has been made for my homeowners, which was due XX/XX/XXXX. My escrow account was debited for the entire amount of my homeowners ( {$1600.00} ) on XX/XX/XXXX, but has yet to make it to my insurance bill. Additionally, Freedom Mortgage has now upped my escrow because there is not enough " cushion ''. There is not enough cushion because the have made incorrect payments out of my account. Due to the tax situation, I recently put in a request to stop having Freedom Mortgage escrow my mortgage. I was denied because the escrow account is negative, which is, again, because they made incorrect payments out of my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2019-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have received notice from the county stating there is a supplemental delinquent tax bill from years ago that has not been paid by my mortgage lender ( freedom mortgage ). I immediately notified freedom mortgage via phone and email and made it clear to them that the issue needed immediate attention as the county woul initiate foreclosure process if there was no resolution by XX/XX/XXXX. Freedom Mortgage has since been working on the issue with no resolution as of today Tuesday XX/XX/XXXX when the county would be finalizing the foreclosure paperwork. I have continually reached out to freedom mortgage and every time they seem to be confused as to what is going on and after hours of me having to re explain the situation they always promise they will work on the issue and be sure to expedite the process but have never been able to get clear answers. The county has also gotten ahold of freedom mortgage directly with same outcome, no results whatsoever ever. Dealing with all this has cost me numerous hours absent from work , county has added $ 900+ in foreclosure fees and my home is now in foreclosure all while freedom mortgage staff seem to be so relaxed just telling me they will look into the situation and not communicating amongst each other. They have not once reached out to me to update or anything its only when I call them and even then they are all so out of the loop and confused, they need to provide specialized training to those who work in their tax department and work on their note taking on accounts and communication amongst each other because this has truly been a huge hassle, huge head ache and huge loss of money and as of yet unsure on what will be of my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99301
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Describes no payment done on XXXX and late on XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95330
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I filed for a bankruptcy in XX/XX/XXXX and my mortgage with Freedom Mortgage company was discharged. The debt was not reaffirmed. Yet, in XX/XX/XXXX, they reported me 4 months late on my mortgage on my XXXX credit report. This is against the Bankruptcy discharge issued in XX/XX/XXXX. My attorney said that no payment history should be reported after the discharge date. This is the third time I have had to deal with this. They reported me late in XX/XX/XXXX as well along with late payments in XXXX, XXXX and XX/XX/XXXX ( the XXXX issues have since been corrected ). The last 4 of my SSN is XXXX. Their actions are adversely affecting me trying to reestablish my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was purchased by Freedom Mortgage. During the process I had several payments that were sent to the old servicer and were not forwarded according to RESPA guidelines. During this time I had defaulted on my mortgage due to failure to forward the payments which has since been resolved. However, Freedom Mortgage inappropriately reported late payments on my credit report during such time. My loan is current and the issue has been corrected however XXXX has not corrected my credit reports as I was informed. In fact all three of my major credit reports reflect different information. XXXX did acknowledge and take responsibility for this issue and reversed all late payment fees but has not updated my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2019-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A