Date Received: 2019-05-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX we advised Freedom Mortgage of our intent to utilize a recast of loan XXXX and paid a {$250.00} processing fee towards that end. On XX/XX/XXXX we forwarded {$200000.00} as a pay-down amount. Freedom provided settlement documents - which contained one or more serious errors. Upon being advised of these errors, Freedom agreed to promptly replace the documents with accurate information. Those documents did not arrive as promised. We made several calls and sent multiple letters to Freedom in the ensuing weeks - receiving no response. Eventually, we began paying the new recast monthly amount ( after being unofficially told via phone of the new recast amount ). ALL payments were made on a timely basis. Freedom then considered the account to be delinquent, and inundated us with automated calls and written material geared towards delinquent accounts. In the meantime, Freedom sent us conflicting information relevant to the escrow account affiliated with the loan, and refunded monies to us without explanation. Only after contacting the CEO of Freedom ( XXXX ) via registered mail did we receive any action. Eventually, Freedom acknowledged grossly mishandling the escrow account, and the recast itself ( and acknowledging the account was always current ). Freedom ignored multiple suggestions that our mortgage interest expense for XXXX would not be accurately reported to us. In fact, not until XX/XX/XXXX did they provide what appears to be an accurate Form 1098 - several weeks after such information can be used for reconciling XXXX taxes. Freedom has not responded to our request for a new amortization schedule pertinent to the referenced loan, and has failed to respond to our request for copies of any negative information Freedom may have provided to credit reporting entities. Freedom has also ( on XX/XX/XXXX ) billed us for a Property Inspection Fee, which is not provided for in the loan agreement - but which is consistent with practices of some mortgage companies when they consider loans to be delinquent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2019-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made phone payment to my mortgage company Freedom Mortgage XX/XX/XXXX. And received notification late yesterday in writing that my payment was never made. Call customer service and yesterday evening confirmed account information from checking that the payment was reversed and to call my bank. Call my bank and confirmed no payment or not reversal was ever made. Call Freedom again today and was told that payment was take but the wrong bank account information was take at time if process ; and pull the phone records and claim I verbally gave the incorrect account number, but confirmed my payment/account information used every month was correct on record and refused to correct the derogatory reflection on my account or the credit report even after bringing account current despite the representative inputting and not confirming account information before processing the initial payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2019-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My mortgage was transferred Freedom Mortgage to XXXX XXXX. During the transition period Freedom Mortgage reported to the credit agencies that my mortgage was closed. Of course it was not closed it was transferred to XXXX XXXX by Freedom Mortgage. My credit report suffered because of this and because XXXX XXXX did not report my mortgage payments. I reached out to XXXX XXXX and they said they did report it and I but they could not show me verification of this. I would like this situation rectified as soon as possible. Thank you for your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint on XXXX XXXX regarding freedom mortgage XXXX. Since taking over my account they have not properly performed the escrow analysis on my account with the schedule escrow timetable. I was told that my escrow analysis would be performed in XX/XX/XXXX. The original complaint that I filed with the CFPB states that they would also perform the analysis in XX/XX/XXXX. Freedom mortgage still has not complied. As a result Im paying more towards my escrow then I should instead of my principal. The last time they performed an escrow analysis was in XXXX of XXXX, which is again not the timetable for homes in Wisconsin. They continue to do my analysis on the date they took over my loan. Freedom continues to pay little regard to the large nominal difference in my payments for homeowners insurance. Then instead of paying me out for overpayment on my escrow they find ways to say Im short. This lender again isnt in compliance and isnt properly handling my account. Now that XXXX has passed im again requesting an escrow analysis be done on my loan outside of the schedule since they again didnt do as they promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53219
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company Freedom Mortgage will not send my escrow refund check of XXXX. I contacted them in XXXX to see when I would be getting the surplus escrow I paid. The lady informed me any surplus would automatically be sent to me in the form of a check. A month later XX/XX/XXXX I called again checking on the status of my refund. The lady apologized for the misunderstanding and assured me the check would be mailed the next day. It's now XXXX and I still haven't recieved my refund ... so I call the company back and they state it was mailed on XX/XX/XXXX. I'm not sure how that's 2x in a row my check was mailed and not received. It's also frustrating the lady I talked to in XXXX said it would be sent the next day. Today XX/XX/XXXX I asked if the company could just XXXX XXXX me a new check. After being on the phone for 20 min she said that's not possible. I don't know where to turn or why I have to chase my escrow refund
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78681
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 during a phone conversation with FHA representative the Real Estate Settlement Procedures Act was brought to my attention. Specifically, that all borrowers are entitled to an itemized statements of actual settlement costs. The one I received is for lack of a better word a joke. ( See Attachment # 1 ). I contacted escrow/title officer XXXX XXXX at XXXX XXXX XXXX via email and requested she give me an itemized settlement showing who was paid and how much and was was paid from cash to close and what was to be paid from the loan amount. She directed me to contact the servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92020
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: In regular contact with company at least 4 times by phone. They have extensive notes on their computer of issue with reporting delinquency of XX/XX/XXXXlate payment of 30 Days. Was told last week that they would get issue resolved when customer service rep talked to reporting department was told they they no longer honor SCRA protections as of XX/XX/2019. It was the first time I have heard of the change in the previous three times speaking with Freedom Mortgage Company in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Their supervisor was also unaware of change also. See notes under mortgage account of full story. Just notified again that company also reported me being 30 days late in XX/XX/XXXXdue to billing statement they sent to my house on XX/XX/XXXX. That states one amount to pay when really our rate changes to another amount. My wife paid statement amount on billing statement and was told was late only when we physically called company. This company has caused me to look elsewhere for a mortgage company. I have statement to verify XX/XX/XXXXlate reporting. See notes for XX/XX/XXXXreporting please under mortgage notes with company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Company : Freedom Mortgage Timeline of events : Loan Number : XXXX The home closed XX/XX/2019. The payoff balance submitted included the XX/XX/2019 payment. On XXXX XX/XX/2019 XXXX XXXX XXXX submitted payoff for the property to Freedom Mortgage. According to Freedom Mortgage customer service representatives this payment was not received ( or perhaps accepted ) until XXXX XX/XX/2019 triggering a 30 day late payment. On XXXX XX/XX/2019, 9 days after Freedom Mortgage Representatives say payoff was received a derogatory entry is made to my credit report stating the account is open and delinquent. At this time I contacted customer service and asked why the entry was made in this manner. I was told the account was open and delinquent. Mind you at this point the home has been paid off for 10 days according to the title company. Two calls were placed on the XXXX, it is important to note that on the second call I received excellent customer service, the rep was able to understand my situation and position and even opened the dispute for me. XXXX XX/XX/2019 I placed multiple calls to customer service and provided the enclosed wire transfer paperwork via email. I was also informed that credit reporting was only done during the middle of the month and that for the account to show paid in full I would be required to wait until the middle of XX/XX/2019. On XXXX XXXX the account was updated on XXXX and XXXX with the same open and late status as XXXX received on the XXXX, further damaging my credit score. On the XXXX I was instructed to wait on the credit dispute department who would answer my challenge by XXXX XX/XX/2019. XXXX XX/XX/2019 we received a letter not only stating that the account would not be updated but it included payment instructions on how to make our XXXX payment to resolve the delinquency. This is 26 days after payoff. Following this letter, I reached out with my grievance to the CEO. XXXX XX/XX/2019 I received contact from XXXX XXXX XXXX who claimed to be a Senior Vice President with Freedom mortgage. I forwarded the above timeline to Mrs. XXXX. Mrs. XXXX responded on the XX/XX/XXXX stating that they would not fix the incorrect entry. XXXX XX/XX/2019 I responded to Mrs. XXXX citing CFPB regulation 1026.36 Section 36 paragraph ( c ) subparagraph ( I ) which states : Consumer Financial Protection Bureau Regulation : 1026.36 Prohibited acts or practices and certain requirements for credit secured by a dwelling. Section 36 Paragraph ( c ) subparagraph ( i ) : Periodic payments. No servicer shall fail to credit a periodic payment to the consumer 's loan account as of the date of receipt, except when a delay in crediting does not result in any charge to the consumer or in the reporting of negative information to a consumer reporting agency, or except as provided in paragraph ( c ) ( 1 ) ( iii ) of this section. A periodic payment, as used in this paragraph ( c ), is an amount sufficient to cover principal, interest, and escrow ( if applicable ) for a given billing cycle. A payment qualifies as a periodic payment even if it does not include amounts required to cover late fees, other fees, or non-escrow payments a servicer has advanced on a consumer 's behalf. While also noting that she had admitted they received the payment XXXX XX/XX/2019. At this point she broke contact and refused to speak with me. XXXX XX/XX/2019 Freedom Mortgage shows the account as paid off, however they have added an additional derogatory 30 day late payment for XXXX. This is impossible as the payoff for this account was received by them on XXXX XX/XX/2019. Additionally, I have contacted Mrs. XXXX and informed her that Freedom Mortgage 's inability or unwillingness to report fairly and accurately to the credit agencies has left me no other avenue but to file multiple complaints against them with multiple agencies. At this time we are at 42 days with them reporting incorrect status on the account and now they have added more derogatory, incorrect information to the account on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84015
Submitted Via: Web
Date Sent: 2019-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After my husband separated from the XXXX XXXX we struggled to friend a job in order to make consistent mortgage payments for a long time and eventually got behind. We started filing paperwork for hardship deferment so we didn't lose the house, but it's been a nightmare. Every person we speak to has a different set of requirements. They keep asking for something new. And we've been doing all this for months now because one person will tell us one thing then a couple of months later we have to do it again because that person told us the wrong thing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2019-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'm filing a complaint against Freedom Mortgage, they made me missed my closing on my house 3 times because of the previous complaint I filed against Freedom Mortgage. I ordered a final payout statement from them 3 times and pays {$30.00} three times I called them at least 12 times but still don't have the payout statement. Could someone please help me? Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33573
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A