Date Received: 2019-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold by XXXX XXXX to Freedom Mortgage on or about XXXX XX/XX/2019. During that time I made my payment to XXXX XXXX and Freedom Mortgage helped me with setting up my new payments to them. Little did I know that my mortgage would be charged twice that month. Tomorrow will be my 6th phone call to both servicers. XXXX sent my first XX/XX/XXXXPayment to Freedom. Freedom sent it back to XXXX. XXXX doesn't know anything about the {$3000.00} mortgage payment that was refunded. The money has not come back to me. I have called Freedom Mortgage repeatedly to find this money and each time I have received no valuable response. It was recommended I request escalation to a supervisor. I did this. Nothing happened. I was promised a call back the next day. Two weeks later, no call has materialized. I told them I needed my second payment back to buy food for my household. Nobody cares. They said they second mortgage payment would be back in a week. That was one month ago. The png and pdf files I have attached have been provided to both Freedom and XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/2019 : IRRL process originated via Freedom Mortgage, after receiving a " sales call '' from one of their Loan Originators. In their words : mine and my wife 's current IR was " above market '' and Freedom wanted to keep us as a customer, so they were being proactive about trying to lower our interest rate, in an attempt to retain our business. Everything sounds good, so I accept the offer to proceed with applying for the IRRL. Freedom 's Rep sends me an initial loan estimate that evening, and I review it the following morning ( XX/XX/XXXX ). XX/XX/2019 : Myself and the Freedom Mortgage Rep ( Loan Originator ) speak via telephone and review the Loan Estimate. I am satisfied with the proposal and sign all required documents, which triggers an automatic sending of those documents back to Freedom Mortgage, authorizing them to take the next necessary steps to progress our IRRL. I am told by the Loan Originator that the next phase can take a few days, and that the next word I receive from Freedom Mortgage should be that our IRRL is approved. XX/XX/2019 : Receive an email from XXXX XXXX XXXX. Not sure if this email is legitimate or not. Do not respond to email. XX/XX/2019 : I receive an email from a second Freedom Mortgage Rep ( Closing Advisor ( CA ) ), informing me that our IRRL has been " Final Approved ''. This email tells me the important next steps that need to be taken to ensure the IRRL closes as soon as possible. These steps include : receiving a Closing Disclosure ( CD ) within 24 hours, me and my wife acknowledging receipt of the CD, and speaking with a Closing Advisor to schedule an actual closing meeting/date. NOTE : we did not receive a Closing Disclosure related this email, within 24 hours, as we were told we would ; and to this date have not actually received any final CD ( s ). XX/XX/2019 : I reach back out to the original Rep from Freedom Mortgage that started the IRRL with me ( Loan Originator ) to confirm if the Closing Advisor is legitimate. I am informed that the CA does in fact work for Freedom Mortgage, and that working with them is necessary. I also inquire about XXXX XXXX XXXX, but do not receive confirmation that XXXX XXXX XXXX is in fact the Closing/title Company of record. XX/XX/2019 : Still no CD. Receive another email saying that our IRRL has been Final Approved, and that there are documents that need to be signed. However, when I attempt to access the documents, the file does not load. XX/XX/2019 : Still no CD. I am contacted by a third Freedom Mortgage Rep ( Closing Advisor ), via email and telephone, again informing me that our IRRL has been final Approved, and that I need to call to schedule my closing date. I call this new CA, and schedule a closing for the next day, Saturday XX/XX/2019. I receive another email saying that our IRRL has been Final Approved, and that there are documents that need to be signed. However, when I attempt to access the documents, the file does not load. XX/XX/2019 : The closing Agent never shows up to conduct the closing. XX/XX/2019 : Still no CD. I call the new CA ( third FM Rep ) to inform him that nobody came to my home to conduct the closing we had scheduled. He acts surprised, and apologizes. He tells me the CD went out and that I should have it. We argue, and then he tells me he will order another CD. XX/XX/2019 - XX/XX/2019 : Still no CD. Still not closed. Speak with multiple Freedom Mortgage Reps throughout this time. Consistently told we will receive a CD, reminded that we are Final Approved, and told they are working on the issue. Issue still not resolved. XX/XX/2019 : Contacted by a fourth Freedom Mortgage Representative ( Associate Sales Director ). Told the issue will be handled. Told he will personally take care of the matter. No further contact with this Associate Sales Director until XX/XX/2019. XX/XX/2019 : Contacted by a fifth Freedom Mortgage Rep ( Customer Advocate ). This Rep is no better than her predecessors, and demonstrates continued incompetence concerning the processing of our IRRL. This Rep also makes promises and does not deliver on them, namely missing deadlines for producing a CD and righting the issue. XX/XX/2019 : The Customer Advocate sends me a working copy of a Closing Disclosure. The numbers are grossly different from the original Loan Estimate. I express my concern to the Advocate and she informs me that she will work to rectify the numbers, and will call me back by COB or first thing on the morning of XX/XX/XXXX. I did not get called back by COB on XX/XX/2019. XX/XX/2019 : I did not receive a call in the morning from the Customer Advocate, as promised. I called her back throughout the morning and left a voicemail and also follow up via email. I still do not hear back by lunch time, so I call the general Freedom Mortgage Customer Support Line and get them to get the Customer Advocate on the line. The Customer Advocate informs me that the Loan is still not rectified and that she is consulting with a manager to assess why the numbers are not making sense. A number of phone calls take place between myself, the Customer Advocate, and the manager that she is consulting with ( the Associate Sales Director who contacted me on XX/XX/2019 ), and by the evening of XX/XX/XXXX we reach a point where the Loan is being sent back to Underwriting for a 4th Final Approval, in an attempt to make it to the 3rd scheduled Closing for XX/XX/2019. XX/XX/2019 : Still no CD, not even from the numbers that were calculated and apparently Final Approved by Underwriting between the evening of XX/XX/2019 and XX/XX/2019. Another Closing date/time comes and goes with no Closing Agent/Title Company showing up to Closing. I discover that XXXX XXXX XXXX is in fact the Closing/title Company of record. I contact XXXX XXXX XXXX and am told that they have never received any Closing Documents from Freedom Mortgage, nor have they received any notifications/requests from Freedom Mortgage regarding the scheduling of any closing ( s ) for our IRRL. I am also informed by XXXX that I can not schedule the closing with them myself, that it must be done/scheduled by Freedom Mortgage. Additionally, I am told by XXXX XXXX that the only thing they have on file from Freedom Mortgage is a not from XX/XX/XXXX stating that the Title of the Property is clear. XX/XX/2019 : I send an email to Freedom Mortgage informing them that we have missed a 3rd Closing, that I feel their actions are negligent, that I have still not received a CD, that they still need to contact XXXX to schedule us for Closing, and of my intent to file a complaint with the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2019-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage corporation. Loan No : XXXX Purchase Date : XX/XX/XXXX Price of the Property : XXXX Initial Loan : XXXX In XX/XX/XXXX I applied for a recast and during that conversation with the customer service rep, I asked them what is the regulation to drop the PMI payment, I was told that the balance has to get to below 80 % LTV. I made a recast payment of {$50000.00} and the LTV went down to 78.6 % and in the next statement I realized that PMI is not dropped and I called them again, and now I was told I have 2 options. 1. submit a written request 2. pay the remaining balance to bring the LTV to below 78 %. I submitted a written request and they sent a letter back asking me to get the appraisal of the property to make sure the value did not go down. as I was not ready to waste money on getting another appraisal I paid another {$2000.00} on XX/XX/XXXX towards Principal to bring LTV to below 78 %. My PMI was still not dropped and when I called them again they said that the balance has nothing to do with PMI and I have to pay the PMI as per amortization schedule then I told them that it is not the Document that I signed and they said they can not do anything and I have to keep paying the PMI. I request your help to get me the refund of the additional PMI they charged, at this point I feel really cheated and robbed of my hard earned money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my account was for XXXX where my normal payment is XXXX. I didn't remember seeing this change in a statement for my XXXX payment and since it is on auto-draft. However on my statement for XXXX due be due XX/XX/XXXX it shows the same amount to be drafted with {$650.00} due for principle and interest. My contract for this loan says that my principle and interest payment is to be {$620.00} according to a loan modification completed in XXXX of XXXX. This is a difference of almost {$33.00}. I spoke with the company on XX/XX/XXXX about this issue and they were going to be fixing it and applying the difference to principle. However during the conversation with two different employees the both mentioned my loan being an ARM which this loan is not supposed to be an ARM but a 25 year fixed rate VA mortgage. My statement also says that my interest rate is until XXXX of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 871XX
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: What happened? MORTGAGE FRAUD, CONSUMER FRAUD, INTENTIONALLY MISLEADING FEDERAL INVESTIGATORS ... .. XXXX XXXX AND FREEDOM MORTGAGE intentionally misled the CFPB and the consumer. We have attached a signed statement from XXXX through their attorney, and he confirms they brokered a fraudulent loan. The Attorney has also confirmed the Senior Citizen victim was mislead over {$36000.00} over the course of this loan when you multiply the loan disclosure fraud by the number of payments being made. Freedom Mortgage used this bogus claim in their last several fraudulent responses ... " This complaint lists someone the company does not recognize as their customer or their customers authorized representative. '' and the conspiracy to defraud and mislead continues. No one is denying loan fraud, escrow, fraud or theft ... now they just claim to be immune to prosecution, claiming a bogus statute of limitations. " Obama signs law cracking down on mortgage fraud ... Department had received 62,000 reports of mortgage fraud last year ... In the past, the statute of limitations on all kinds of fraud cases was five years. However, President Obama has established a new law in 2009, which increased the statute of limitations to 10 years. Additionally, Florida can toll the statute if the defendant is out of state. '' ALL DEFENDANTS ARE OUT OF STATE ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased the house in XXXX for {$560000.00} and had no issues paying the mortgage until I was XXXX and my livelihood was taken away from me. I filed for a hardship starting in XXXX of XXXX to modify my loan with XXXX XXXX XXXX due to my business being fairly new and income low. The current loan and PMi payments are {$4200.00} which also includes taxes. I could have afforded a payment of {$2800.00} to $ XXXX monthly had they approved by initial request for a modification. Instead they declined for whatever reason. We started a second modification process in XXXX, and I submitted a full file with P & L, bank statements, and after a long review in XXXX they declined stating that I didnt make enough money. We appealed again in XXXX and they declined. In my p & L submissions, I have had the ability to pay the modified loan amount, but the lender declined because I have significant equity in the house My total outstanding loan today is {$570000.00}, which includes 14 months of payments that have not been paid and the house value is {$750000.00} Declining the modifications is predatory lending because I followed the process and if they had modified the loan in XXXX, I would have been current on all my payments, but they kept delaying it and eventually declining
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2019-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has known for years that I divorced the other co-borrower, and I have sent them documentation that I am the sole owner of the property since the divorce in XXXX. I finally refinanced this month to remove my deceased ex-husband from the loan. Freedom Mortgage sent me a refund check for escrow that I paid, but they sent it in both my name and my ex-husband 's name. They refuse to issue the check in my name only, even though they have known for years that I am the sole owner of the property. By issuing a check that is impossible for anyone to cash, they are illegally holding money that is lawfully owed to me for escrow overages that I alone paid in the amount of {$1900.00}. I do not have a copy of my ex 's death certificate, as we divorced years prior to his death and the property was already deeded to me, and awarded to me in the divorce. On XX/XX/XXXX Freedom Mortgage told me even with the death certificate, they will not re-issue the check in my name only.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2019-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An automatic payment was scheduled for XX/XX/XXXX. During the transition of my bank, the routing and account numbers were changed resulting in a bad draft payment. The same day, I made an electronic payment from another bank ( after moving the cash around ) and it cleared my account the same day. Since XX/XX/XXXX, we've opened 6 cases for research which has amounted to nothing except threats that we are behind on our mortgage ( which, we aren't ) and the staff is not helpful at all. Every week we call, they tell us it'll be another week. One representative literally told us nothing was done with our case and they just closed it. We conferenced in a representative from our bank who provided the trace number so they could find the money on their end but still, no credit to our account. We're going on 4 months here and someone else probably has my payment attached to their account!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2019-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: IamdisputingXX/XX/XXXXlatepaymentonFreedomMortgage.Theirresponsetomeandyouwasthis:XX/XX/XXXXMs.XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,VAXXXXRe:YourComplainttotheCFPBComplaint#XXXXDearMs.XXXX:WehavereviewedyourcomplaintandresearchedtheissueregardingyourXX/XX/XXXXpayment.ThepaymentthatpostedonXX/XX/XXXXintheamountof{$1400.00}wasreturnedfornon-sufficientfunds(NSF)andwewerenotifiedthatthepaymentdidnotclearbythebankonXX/XX/XXXX.ThepaymentthatpostedonXX/XX/XXXXintheamountof{$370.00}wasalsoreturnedNSFandwewerenotifiedofthisonXX/XX/XXXXbythebank.FreedomMortgagedoesnothavea72hourwaitingperiod.PaymentsmadeonourwebsiteoronthephonewithourCustomerServiceRepresentatives(CSRs)mustbesubmittedfromourbanktoyourbankandthefundsremittedtousfromyourbank.Thismaytakeseveraldaystocompletesoitmaytakeseveraldaystobenotifiedbyourbankthatapaymentisreturned.Itisyourresponsibilitytoinsurethatadequatefundsareinyouraccountforthepaymenttoclearwhenpresented.Therefore,wewillnotbeabletoamendyourcreditaswearerequiredtoreportaccuratelytothecreditbureaus.Verytrulyyours,XXXXXXXXXXXXDirectorCustomerServiceFreedomMortgageCorporationXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXX,NJXXXXAfterresearchingevenfurther,Ifoundoutthis:onXX/XX/XXXXIattemptedtopaymyhousepaymentfromXXXXXXXXXXXXXXXXcheckingaccountintheamountof{$1400.00}.ItwaspaidusingACH.FreedomMortgageattemptedtotakeoutonXX/XX/XXXXandonXX/XX/XXXXtheywasnotifiedthatitwasreturned.IwasnotnotifiedbyFreedomMortgagethatitwasreturnedonXX/XX/XXXX.IdidnotfindoutuntilXX/XX/XXXXinwhichatthattimeIhadtodoasplitpaymenttocoverwhichmeansIhadtouseXXXXXXXXXXXXXXXXtopay{$1100.00}andXXXXXXXX{$370.00}.OnXX/XX/XXXXIspokewithXXXXXXXXandfoundoutthattheaccountwasnotdrafteduntilXX/XX/XXXXfortheamountof{$370.00}butthatIwasnegativeinmyaccountof{$1.00}.XXXXXXXXalsostatedthatIhad{$480.00}inmyaccountonXX/XX/XXXX.InthepreviousstatementbyXXXXXXXXXXXX(DirectorCustomerServiceFreedomMortgageCorporation)hestated"PaymentsmadeonourwebsiteoronthephonewithourCustomerServiceRepresentatives(CSRs)mustbesubmittedfromourbanktoyourbankandthefundsremittedtousfromyourbank.Thismaytakeseveraldaystocompletesoitmaytakeseveraldaystobenotifiedbyourbankthatapaymentisreturned''Thereisinconsistencywiththisstatement. FreedomMortgageattemptedtodraftmypaymentfromXXXXXXXXXXXXthesamedaythatIrequestedonXX/XX/XXXXanditreturnedonXX/XX/XXXX.ThesecondtimeIattemptedtomakethepaymentfromXXXXXXXXXXXXXXXXXXXX,theACHpaymentonXXXX/XXXX(Ihadmoneyinaccounttopay)anditwasnotsenttoXXXXXXXXuntilXX/XX/XXXXperXXXXXXXXXXXXXXXXXXXXCustomerService. Firstthing,IwasnotnotifiedfromFreedomMortgageonXX/XX/XXXXthattheypaymentdidnotgothrough,IfoundoutXX/XX/XXXXwhichputsmeinadangerouspoint(30day)ofpayingmyhousepayment2ndthing:IfanACHpaymentcantakes7dayswithXXXXXXXXtogothrough,whydidittake1dayforXXXXXXXXtogothrough.Inconsistency. 3rdthing:IwasnotinformedbyFreedomthatuponmakingbothpaymentsthatanACHdoesnotgothroughimmediately.IwasinformedonXX/XX/XXXXbybothXXXXXXXXXXXXXXXXXXXXandXXXXXXXXXXXXXXXXthatusingadebitcardwilltakethefundsimmediately.FreedomMortgageinformedmethatitgoesthroughimmediatelyonXX/XX/XXXX.Pullthecallsifneedbe. 4ththing:IfIattemptedtopayonXX/XX/XXXXfromXXXXXXXXXXXXXXXXXXXX,whydidittaketillXX/XX/XXXXforthethemtoreceivetherequestforfundsandmyXXXXXXXXXXXXXXXXStatementshowsitwaspaidonXX/XX/XXXXintheamountof{$1100.00}?????SobasicallytheyknewonXX/XX/XXXXandIwouldhavebeenabletocallinandmakeapaymentsomeotherwaythatwouldhavegottenpostedbeforethedeadline?????? IwantthisremovedorIwillseekattorney'sadvice.Andtheywillbeauditedfortheirerrors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2019-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan is serviced by FREEDOM MORTGAGE XXXX. XXXX XXXX XXXX, IN XXXX. Their website is freedommortgage.com and it is available for online payments. On XX/XX/2019 I utilized their website to make an online payment. Upon completion of the payment process, I received a screen prompt advising me that a technical difficulty had occurred and my payment was unable to be processed. I called and spoke with a call taker and processed my payment. The call taker confirmed that my records showed an attempted but failed payment. The call taker confirmed that no payment was processed. I completed the process and made a successful payment. On XX/XX/2019 my bank records showed that two payments from Freedom Mortgage had been debited from my checking account. Due to the duplicate payment, I now had a large negative balance, overdraft fees and I was broke. This was a duplicate payment and it was an error by the online system. On XX/XX/2019 I contacted Freedom Mortgage and was advised I made the payment and they could not help me. I was told I could request a refund, but I would need to provide a bank statement. I provided the statement but then was told a refund wasn't possible but they would look at my statement in 24 hours. I spoke with a manager and was advised I might be able to be given a refund, but that it would take 48 hours to review my statement and over a week to complete the refund. Freedom Mortgage did not admit to the error. I was accused of fraud and I was told it was my fault. I disputed the transaction with my bank and that investigation is pending. I was treated unfairly, a duplicate transaction was taken from my account without my authorization, my request for a refund was not taken seriously and it was denied. I spent over an hour on the phone without any resolution and was told conflicting information. My online mortgage account transactions appear to not be secure. I am broke and now responsible for overdraft fees. This incident was no fault of my own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80122
Submitted Via: Web
Date Sent: 2019-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A