Date Received: 2019-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage sold my loan to XXXX in XX/XX/2019. Since I have arranged auto-pay from my billpay account, the XX/XX/2019 payment has been processed and paid to Freedom Mortgage. My bank has sent the proof to Freedom Mortgage that payment of {$1100.00} has been remitted to Freedom Mortgage on XX/XX/2019. However, this {$1100.00} has not been post to my mortgage account at Freedom Mortgage or XXXX. I have tried to contact Freedom Mortgage regarding this 'overpayment ', but as of XX/XX/2019, they still have not contact me and return this 'overpayment ' to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Recently I bought a house and applied a loan from Freedom Mortgage Corporation. The loan application was handled by XXXX XXXX XXXX XXXX. Initially the closing date was set as XX/XX/2019. XXXX XXXX XXXX XXXX locked my rate for 3 days. This lock expired on XX/XX/2019. In other words, the lock covers three days, namely XX/XX/XXXX,XX/XX/XXXX, and XX/XX/XXXX. Later, due to the title company 's issue, the closing date was changed to XX/XX/2019. XXXX XXXX XXXX XXXX extended the lock from 3 days to 9 days. The new lock expired on XX/XX/2019. It covers XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, and XX/XX/XXXX. Obviously, there is a 3-day overlap between the length of the initial lock and that of the new lock. I was double charged for the 3-day overlap in the closing disclosure. However, XXXX XXXX XXXX XXXX only reimbursed me the cost of 2-day overlap. I argued with XXXX XXXX XXXX XXXX but I was rejected. I file this complaint to get my money back. It is the cost of one-day lock and is {$68.00}. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/XXXX I have tried to dispute this through the credit bureau 's but of course it was " verified as accurate '' although no one will admit to it or provide any documentation. XX/XX/XXXX I received a response to my request to have 3 late payments ( XXXX, XXXX & XX/XX/XXXX ) removed from my 3 credit reports ( SEE ATTACHMENT 1 ) from my Freedom Mortgage Loan. I stated that I did not receive my statements in the mail and therefore fell behind as I did not realize the missed payment until I received the next statement and paid in full ( 2 months ). On XX/XX/XXXX I also received an email apologizing for allowing a solicitation email that I have opted out of sent to me by them ( see attachment # 2 ). This also shows they can not manage their internal systems properly with notifications. XX/XX/XXXX I called XXXX Spoke with XXXX # XXXX who informed me a response letter was sent dated XX/XX/XXXX that I have yet to receive ( as of XX/XX/XXXX ), which further proves either the items are not actually being mailed or they are not getting her for some reason. The XX/XX/XXXX was faxed to me by XXXX at Freedom and states they are unable to honor my request despite the fact I am not receiving statements and letters from them ( see attachment # 3 ) XX/XX/XXXX I called and informed XXXX ID # XXXX, XXXX ID # XXXX, XXXX ID XXXX XXXX & XXXX - customer relations division, them under XXXX Periodic statements for residential mortgage loans, they are required to send statements but they refused to remove them or to let me speak to a manger. They all just suddenly kept asking if I was still occupying the property but refused to escalate or have this open dispute looked into for an update other than the due date of XX/XX/XXXX which is too late for me to be approved for my new mortgage. XX/XX/XXXX Since no one would help me or let me speak to a manager, I sent an email to the CEO and other execs asking for a courtesy adjustment but I have not received a response other than an out of office from Mr. XXXX 's ( see attachment 4 & 5 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60060
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: -- -In XX/XX/XXXX Freedom Mortgage expected me to begin paying an escrow shortage they suddenly ( XX/XX/XXXX ) determined to be approximately {$2000.00}. I was unaware of this escrow shortage until late XXXX. I then learned they had been sending me letters which I thought were simply monthly statements and mistakenly didn't open them so I didn't see the letters about the shortage. -- -I had not missed a monthly payment but Freedom began putting all of my payments into my escrow account and then telling me my monthly payment was late and charging me late fees. -- -Freedom 's letters about the escrow shortage did not clarify where the shortage came from, nor did it detail the escrow payments and balance back to the loan origination ( XX/XX/XXXX to XXXX ) or, at least back to the loan transfer to Freedom in XX/XX/XXXX. There had not been a shortage problem previously other than a once or twice request for an additional amount less than {$100.00} in earlier years. -- -Through about 8-10 phone conversations with customer service representatives I learned very little pertinent information, but one rep told me the shortage was because I had changed insurance companies twice in a short time ( XXXX ) after having to leave my original homeowner 's insurance due to increased costs. The rep said there were three full payments in a 12-month period ( from XX/XX/XXXX to XX/XX/XXXX ) so they were expecting a large increase in escrow disbursements in XXXX. Of course, this meant that only one insurance payment would go forward but they appeared to treat these amounts as if they would continue ; I haven't quite figured that part out. -- -The one part of this that I will stipulate is that the two insurance companies I cancelled with sent me refund checks but I did not correlate them with escrow ; only recently have I realized that these amounts should have been returned by me to Freedom ; I just assumed the insurance was sending me leftover funds. I had no notice from Freedom or the insurance companies that I should send the refund checks to Freedom ; or, if they did and I just didn't understand it, that was the beginning of the communication mix-up. -- -A few times on the phone I asked to speak to a supervisor but was not allowed to by the reps I spoke with. One time the rep asked about my request and came back on the line to say a supervisor would call me within 48 hours. I never received such a call. A later call with a rep called XXXX was the best service I have received from Freedom. She couldn't help me with records but told me that I absolutely have the right to ask to speak with a supervisor and that it should happen right away until I was satisfied with the response. -- - In short, I disputed the numbers given by Freedom and wanted to run them myself and compare them to my records. The snags I ran into were : the variations in escrow paid in to my account from the monthly payments, missing monthly escrow balances, " Other '' column amounts and fees which I could not decipher, and my payments being labelled " unassigned '' and termed " cash receipts '' instead of payments if they were not the exact amount Freedom expected. I received a final answer to my requests 2 days ago on XX/XX/XXXX saying that they could not accommodate my explanations line by line for " other '' amounts, escrow balances, etc. On the initial page of the report attached to that letter the heading stated the report covered XX/XX/XXXX through XX/XX/XXXX. But the actual report started in XX/XX/XXXX, not XX/XX/XXXX. And the letter stated the report was from loan origination up to the present. But the loan origination was in XX/XX/XXXX with XXXX, transferring to Freedom in XX/XX/XXXX. So their report ( incomplete from my perspective ) covered XX/XX/XXXX up to the present. I was still short the records from XX/XX/XXXX back to XXXX and the report they did send did not include the escrow balances throughout, as they stated in the accompanying letter was not possible. Finally, I asked to have the escrow shortage amount of $ XXXX+ spread out over time because I was still very low income at that point ( I have since begun receiving my state pension ). In working with " XXXX '' the shortage was spread out over 34 months but they would not spread out the original 2-4 months that had already passed. I am still receiving bills stating that $ XXXX+ is needed to cover those 3 or 4 months of escrow shortage, even though most of the amount was, as I understood, being handled by the 34-month distribution over time. I have not been able to determine the full meaning of Freedom 's records to ascertain if their accounting of escrow balance was correct, and also why they charged me late fees for the monthly payments which they were putting into the escrow shortage. I'd requested the 60-day time period in order to prepare to talk with Freedom about all of this, but I have determined from all of my contacts with them that this is not possible. Therefore, I am submitting this complaint to the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I re-financed my mortgage in XXXX of XX/XX/2018 with Freedom Mortgage. My mortgage payment was {$910.00} monthly. Shortly afterward, I changed Homeowners Insurance from XXXX to XXXX XXXX. My policy went from {$820.00} to {$850.00} respectively. XXXX sent me a refund of {$570.00} which I immediately paid to freedom Mortgage. Shortly afterwards I got a letter from Freedom Mortgage stating that there was an Escrow Shortage of {$820.00} and my monthly payment would go from {$910.00} to {$980.00}. This amount is not what I agreed to pay in my Closing and Settlement of the Re-finance. I called Freedom Mortgage to see what the situation was and they just went over the figures which don't compute to me ... They must have underfunded the Escrow Amount initially. How can it be {$820.00} short on a brand new Re-finance? I made arrangements to pay the {$820.00} in 2 years bringing my monthly payment to {$950.00}. THIS IS NOT WHAT I AGREED TO ON MY CLOSING AND SETTLEMENT. PLEASE HELP!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: * XX/XX/XXXX Freedom Mortgage was notified in writing that out home was 100 % tax exempted and we asked the tax in escrow to stop being held. By Illinois state law from XX/XX/XXXX ( S.B 1427 ). Freedom Mortgage did not comply with this law until XX/XX/XXXX. * XX/XX/XXXX. We asked that the loan no longer be in escrow since we were still being charged the tax amount in violation of of S.B 1427. In the state of Illinois under act 765 ILCS 910/ Mortgage Escrow Account Act we have the right to cancel at anytime. Freedom Mortgage on XX/XX/XXXX denied that request, again unlawfully and not in compliance with state law and mandate. *We continued to pay through XX/XX/XXXX and which point the demand to forward all funds collected for the tax be applied toward any future payments, sent in writing. No response was given and than denied in XX/XX/XXXX. We filed a Federal complaint for abusive and predatory banking practices. * XX/XX/XXXX In speaking with Freedom Mortgage I was made aware of a unknown to the homeowners a Insurance policy from XXXX XXXX. *XX/XX/XXXX I called XXXX XXXX to find out about this additional above and beyond the insurance I already had. I was told by XXXX XXXX on XX/XX/XXXX that no such policy exists and has not existed. *XX/XX/XXXX I called back Freedom Mortgage and spoke to XXXX in the Insurance department where on their own recorded call. Confirmed that they had been collecting on this fraudulent policy, that they had in house paperwork showing that this policy had been cancelled from XX/XX/XXXX on a document she ( XXXX ) had received in XX/XX/XXXX. XXXX also went on to verbally confirm the company knowingly continued to take demand the monies to go into escrow for a non existing policy. XXXX also stated very clearly that they would continue to demand the funds irregardless of insurance policy or not. *XX/XX/XXXX I spoke to the mortgage division of Freedom Mortgage demanded escrow be closed and all funds be applied toward any and all outstanding payment. That they had been collecting these monies in a abusive and predatory manner and had committed insurance fraud. I was told that the company would not stop this practice but open a ticket. I additional provided all current Insurance information and proof of policy that had already been purchased and was not part of this abusive " escrow '' they had put on our account. XX/XX/XXXX I spoke with the DC Division of DISB- Division Of Insurance, Securities and Banking. I was at the time also directed by my investigator to file with Illinois State Attorney, the Illinois Division Of Insurance , Securities and Banking and The Illinois Department of Regulations which I did. The are investigating and have accepted my complaint based on per their conversation " Freedom Mortgage is clearly being abusive and predatory. Clearly in need of investigation and review of their license to do business in the state. " XX/XX/XXXX I spoke with XXXX from Freedom mortgage made sure to go over all my request based on state and federal law. I clearly on their own recorded call stated exactly what was desired by myself and XXXX XXXX XXXX that all extra fund be applied to any and all outstanding payments versus holding funds in a escrow that should not exist for no purpose but to be abusive based on their internal procedures and not the law. I was told they would open a ticket. I also asked that any and all comments and reporting on XXXX XXXX XXXX 's credit report be removed since they are demanding payment they already have along demanding payment that is incorrect and invalid since it included a non existent tax and fraudulent insurance. * The week of XX/XX/XXXX or XXXX we are tentatively set to speak with the investigative reporter from local news channel and the XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60134
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made a payment to principal of {$45000.00} which they received on XX/XX/XXXX but it was not credited to my account until XX/XX/XXXX. The following month they added and then subtracted this amount ( XXXX ) from my principal. They also credited my regular of {$1200.00} payment on XX/XX/XXXX as normal ( this payment was due the due date of XX/XX/XXXX. However they then proceeded to reverse and then reapply the payment of {$1200.00} twice and then charged me a late charge of {$60.00} when the payment wasn't due until XX/XX/XXXX!
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: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is holding my escrow overage in the amount of {$1200.00} until I bring my account current. They have explained to me that I need to bring my account current to receive my escrow overage but did not indicate the minimum amount total to bring my account current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted a Mortgage Modification to Freedom Mortgage in XX/XX/XXXX-XX/XX/XXXX ( Can't remember specific date ). During that time I also was working with a realtor to sell my home instead of it going into foreclosure. I called Freedom mortgage to advise of my house being on the market to sell and continued to keep them informed on the process. In XX/XX/XXXX I called Freedom mortgage again to advise them that I had a buyer and due to close at the end of XX/XX/XXXX and the agreed selling price was XXXX which would've paid off my loan of {$10000.00} in additional to the {$45000.00} I was behind. The title company had been working on the closing since XX/XX/XXXX and paperwork was finished as of XX/XX/XXXX. We were now set to close in the beginning of XX/XX/XXXX in which I again advised Freedom Mortgage. In the interim I received a letter from Freedom Mortgage dated XX/XX/XXXX and dated XX/XX/XXXX by the post office. The letter stated the review of my hardship assistance was completed but unfortunately they were unable to approve the request due to insufficient time to review. The Foreclosure date was XX/XX/XXXX. Again, I kept Freedom Mortgage in the know of the whole selling process. Due to the foreclosure I lost a gain of {$40000.00} and now the Foreclosure is on my credit. I continued to keep Freedom Mortgage in the loop at all times during the sale process. I want to be compensated and the Foreclosure taken off of my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been informed that there is negative information reported by Freedom Mortgage under my Social Security number. Freedom Mortgage reported 30 days late on my credit for XX/XX/XXXX and XX/XX/XXXX. I challenge the accuracy, compliance and reportability of these listings. I attempted to make two automated online payments on the Freedom Mortgage website unsuccessfully due to their website maintenance issues. Freedom Mortgage failed to properly investigate and respond to the website errors and website maintenance issues that lead to inaccurately reporting 30 days late twice on my credit which dropped my credit score tremendously. Freedom Mortgage Customer Care was not open both times I had errors on their website. Freedom Mortgages Customer Care representatives told me that their website is always busy on the last day of the month & they can have computer issues, sometimes interfering with the website payments because of heavy processing at night. Personally, while speaking with Customer Care I learned the screen shots of the websites error on payment that I submitted were not available on a Freedom Mortgages uploaded document. Im not sure why the complete document I submitted wasnt available for review. The first time I had issues making an online payment on the Freedom Mortgage website was on XX/XX/XXXX when I got an error on payment. Freedom Mortgages email response said If you are experiencing difficulties accessing your account online, we may be able to resolve this matter via telephone. The Customer Care Department was closed. I called to communicated the website issue and confirm payment on the morning of XX/XX/XXXX with XXXX, teller # XXXX. Confirmation # XXXX. XXXX recommend I send an email to Customer Care to address my concern about this payment being beyond 30 days due to the system error. I emailed Freedom Mortgage @ XXXX and received an emailed an auto-response stating we are in receipt of your inquiry. We are reviewing the information you have provided and appreciate your patience while we conduct this research on your account. A letter response to my inquiry was sent to my mailing address stating to please allow up to ( 30 ) business day for a response. Freedom Mortgage failed to follow up or respond. This happened again. I attempted to make an online payment on the Freedom Mortgage website twice on XX/XX/XXXX and got an error on payment. My attempt to make payments was prior to XXXX XXXX ( Eastern time ). I was concerned that I made two payments. The next morning on XX/XX/XXXX, I called Customer Care & communicated I had website error last night. Freedom Mortgage has notes in system, a one-time draft / payment was made, they waived processing fee because of the error last night. I was advised by the Customer Care representative that I could email XXXX that the website gave the error message. Confirmation # XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80919
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A