Date Received: 2019-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We got a bill from Freedom Mortgage stating we owed way more than our normal payments because they said that we owned 3 properties and our taxes were suppose to be XXXX per year and we had to pay a XXXX house payment to catch them up. We called and emailed them proof that our taxes were only XXXX per year and they made a mistake. They supposedly fixed the mistake, but come to find out they havent because we sent XX/XX/XXXX mortgage payment and they put it to the owed taxes and escrow instead of our house payment and in turn sent a bill stating we were late on XX/XX/XXXX house payment with a late fee on top of that. We paid our house payment on time and they messed up and they mess up all of the time. This needs to be fixed and we should not owe a late fee and they better not tell the credit bureaus that our mortgage was late, because it wasnt. Thank You!
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: 2019-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I attempted to get our escrow account & payment adjusted due to an overestimation in property tax by Freedom Mortgage. They sent us a refund in XXXX but would not adjust our payment due to our unknown tax amount in XXXX ( due for XXXX ). We received our XXXX property tax during the week of XXXX in the mail, called on XX/XX/XXXX. Spoke with the tax department & they reviewed the tax amounts, verified that their estimation was over what is actually owed. He then called back to customer service, who refused to do an escrow analysis & payment adjustment as " it is not scheduled until XXXX ''. We told them last year that once the tax statement was received, that another analysis would need to be done right then but now they refuse. I do not recommend Freedom Mortgage and wish our loan was not sold to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2019-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Constant and annoying calls that don't stop if you don't answer and if you do answer they try to manipulate you into a promise, happens all hours of the day and night, during hours I am at my place of employment, On the weekends. I have asked the company to cease phone communication and that their correspondence can be via XXXX or email. They told me that I would have to send them a letter requesting the calls stop. I sent them a letter even though I verbally told them to stop calling. They said they never received the letter. I once again asked them for the final time to quit calling and that they could communicate via email or XXXX as long as that didn't become to a harassing level as well. I have not been past 30 days and still get these calls nonstop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30680
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is an update to a previous complaint. After further communication with my mortgage servicer ( including response to a CFPB complaint ), I have yet to receive an escrow analysis. Just after creating the loan in XX/XX/XXXX, I paid my home insurance premium to my insurer ( XXXX ), despite the fact that wed arranged to have that paid via escrow. Having received double payment for the premium, XXXX made a refund, in this case to Freedom Mortgage. As a result, Freedom mortgage collected my payment to escrow for insurance, but DID NOT expend a payment for premium from escrow. There is, therefore, an overage in my escrow account that I would like refunded. However, Ive been unable to secure this, or even get a copy of a relevant escrow analysis. On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX She acknowledged the situation, recognized the overpayment, told me that an escrow analysis would be complete by XX/XX/XXXX and told me I could expect a check for the overage by XX/XX/XXXX. On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She said that the analysis was in progress, and that it would take five days to complete. When I asked to speak to a supervisor, she said theyll just tell you the same thing Im telling you. She further told me that company policy was to perform an analysis only after 90 days. When I explained that we were past the 90 days since assuming the loan on XX/XX/XXXX, she demurred. When I asked to be informed when the analysis was complete, she said that shed put in a supervisor ticket. I never received any notification of further action. I believe that she was intentionally misleading, and was certainly rude and unhelpful. On XX/XX/XXXX, at XXXXXXXX XXXX PST I spoke to XXXX XXXX. He tried to convince me that there had not, in fact, been an overpayment, although his reasoning was flimsy and his communication vague and imprecise. I found his obfuscation disrespectful and irritating and so asked to speak to a supervisor. XXXX handed me off to XXXX. XXXX told me that I needed to wait till 90 days after the assumption of the loan in order to receive the analysis. She apologized for the misinformation provided by here colleagues. She told me that I could expect an analysis, which would clarify whether or not there really had been an overpayment, by XX/XX/XXXX. On XX/XX/XXXX, at XXXX XXXX PST I spoke to XXXX XXXX. She told me that despite what Id been told earlier, that I should not expect an escrow analysis till XXXX, since that was state law. When I asked for an exception, she said that was impossible. She handed me off to XXXX XXXX. XXXX reiterated many of the obfuscations that XXXX had, but added that Freedom Mortgage wanted to retain any potential overpayment in case that actual tax bill or insurance premium had increased. He asked me if anyone had offered me any other means for obtaining an escrow analysis. I found this pretty infuriating since I thought it should be pretty clear that an analysis was the exact thing I was looking for. He directed me to write this email. I didnt enter in a contract with Freedom Mortgage. Given the series of gaffs, untruths, and obfuscations that Ive been subjected to, I am angry that I am forced to do business with Freedom Mortgage. Seeing the pattern of deception, I believe that Freedom Mortgage systemically attempts to sequester funds, from customers, for their own use and benefit. When XXXX verified me on XX/XX/XXXX she asked me if I was planning on buying a home in the near future ( I am actually ). I nearly laughed. Given my experience, would you do business with Freedom Mortgage? On XX/XX/XXXX at XXXX XXXX, I spoke to XXXX XXXX. She was appalled that I had not received an analysis, despite the fact that my situation seemed to clearly indicate that one was due. She promised to order one as soon as possible, and take ownership of the issue. I have not heard back from Freedom Mortgage as of yet ( today isXX/XX/XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98383
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Despite my verbal requests to communicate with me in writing ONLy and to cease all calls to my phone number, Debt collectors from Freedom Mortgage ( XXXX ) continue to call and harass me. Below is a brief listing of the times and dates of calls from Freedom Mortgage for 2019. Please note that I recently replaced my phone and will have to access XXXX for a full history of calls from Freedom Mortgage. XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST XX/XX/2019 @ XXXX XXXX EST
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20785
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/2018 I initiated contact with Freedom Mortgage to start a deed-in-lieu on my home in upstate NY after dealing with over 20 different property managers who stole from me and abuse their licenses to include repeated bad tenants. The last tenant pushed me over the edge of pursuing a deed-in-lieu. After months of submitting paperwork over and over finally I found a realtor that was able to get a potential buyer. This DIL process was changed to a Short Sale that has take up a lot of time due to misplaced paperwork and the bank attempting to rush me into a foreclosure that would ruin my military career. Needless to say I am still in the process of a short sale with Freedom Mortgage underwriting department while the regular customer service department is totally disconnected from what has been occurring with my account ( XXXX ). For the last eleven months my account has been in a default status due to the pending DIL or short sale. The bank told me several times that my account status would not be reported as delinquent to the credit bureaus since I am protected under XXXX until recently they they were made aware of the short sale. It is my assumption that Freedom Mortgage is trying to negatively impact my credit score and status twice since the short sale will decrease my credit score on top of the previously reported delinquent status reported for XXXX through XXXX with the month of XXXX reversed. I have called over 100 times and was told something different each time. From we are reversing the process to we cant reverse the process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, I late payments for XXXX, XXXX, XXXX and XXXX of XXXX. At that time frame we were having serious issues with our Mortage company over a unacknowledged tax credit we have, we were getting false information about how this issue was going to be resolved, at first we were being told that the back pay would be applied to our next due payment, we would receive our next statement and see that it was not then we would have to back pay it to be caught up at which point Freedom Mortage representatives were telling us that again it would be applied to our next payment this cycle continued until we contacted our loan origination company to get involved due to our constant miss information and run around we were receiving, residential mortgage got In contact with a representative from Freedom Mortage who worked with us to resolve the issue. We ended up receiving a back payment check as we learned that the it could not be applied to a payment and that it was incorrect information that was being given to us! Our late payments were not our fault and are due entirely to faulty information given to us by Feedom Mortages call center. These late payment reports are drastically and negatively affecting our credit. Our point of contact has been XXXX in customer relations at Greedom Mortage. The customer care office who is the department that would resolve this will not return my calls or emails. I sent Freedom Mortages customer care center a email on XX/XX/XXXX and again on XX/XX/XXXX the second time I also CCed there customer relations office yet still with no response! Any help would be greatly appreciated Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99654
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX, Freedom Mortgage has attempted to charge me a late fee each month even though I have never been late with my payment. I have repeatedly had to prove that I was not late with any of my payments. In XXXX, I paid my mortgage, entering my account number correctly ( triple checked as always and no other company had an issue submitting for payment that same month ), but several days later Freedom Mortgage reversed the payment. They did not attempt to contact me to let me know there was any issue. I did not realize they had reversed the payment until after my payment was now late. Speaking with them on the phone they claim I entered the account information incorrectly. Again, I do not believe I did. I triple checked and it is the same bank account number that I enter to pay all my bills. I have not ever had an issue previously from other companies using the account number. Freedom Mortgage purchased my loan and I have had difficulties with their website and their company since that time. I feel like they have been attempting to put on my record a late payment and charge me extra this entire year and now they found a way to do it. I can only imagine if they do this for every client how much extra money they would rake in charging everyone almost {$73.00} extra a month. If they had reached out as soon as there was a problem ( if there even was one ) then customers would have a chance to rectify the problem prior to the due date. They have my email address and my phone number. Terrible customer service and a rotten business practice. Oh and by the way, I mentioned while on the phone just a minute ago that I would be making a complaint and suddenly the website isn't allowing me to see my account information. I could see it prior to complaining but now it is suddenly unavailable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage assigned an FHA Case Number fraudulently before they had Fully Executed XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85304
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX of 2019 my husband and I assumed a VA mortgage from a seller with Freedom Mortgage and we are beyond dissatisfied with their handling of this account. The first issue was that we were informed 4 days after we closed that the previous owners of this mortgage had a {$1300.00} shortage in their escrow impound account and it was not disclosed to us in the process of closing. Their explanation was that it was disclosed to us by telling us what our estimated monthly escrow payment would be. We were not made aware that it included an increase in that payment due to the deficit. Second, I asked for an escrow analysis be sent to me to see after this incident and I was shocked at their accounting practices. Some months they pay into the account, other months they do not, and sometimes they double up the payment into the impound account. We tried to resolve the whole thing with them by writing a letter to their escrow department and asking to drop the impound account. We are more than capable of paying for our homeowners insurance and taxes. They declined and said XXXX XXXX backed their loan and the rules are that you need to have an impound account for two years. Then they retracted that statement and said it was their own rule. For the life of me, I can't get a person on the phone who can help me there. I reach a dead end in the 40 or more hours I have been on the phone with them. I start with the XXXX number, escalate it to a supervisor, then the their " ambassador '' level and every time, they say they will look into it and call me back and NO ONE ever does. I have a list of every phone call and all the supervisors I have spoken with and their ID numbers. I can't get my loan serviced. Help! See attached documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96734
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A