Date Received: 2019-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018 my husband was assess to have a XXXX XXXX XXXX XXXX XXXX. We live in XXXX County IL where we are now 100 % tax exempt. We faxed to Freedom Mortgage all of the documentation showing the home was 100 % tax exempt and that the tax they had already collected was more than ample for anything that might be outstanding. We asked that the escrow be cancelled since we have our own insurance and there is no tax due. Freedom Mortgage recognized the exemption but asked for added information in XX/XX/2018 I then supplied added letters from the XXXX county assessors office and they updated their website to reflect the XXXX amount due as requested from Freedom Mortgage. They continued to try and collect the totally escrow amount due included the non existent tax. I had the township assessor in XX/XX/XXXX write a 10 page document to the Mortgage company stating that there is no tax and I was told by Tax department that this letter was more than was needed to remove the tax. They took 30 days to do a escrow review they decided to remove most of the tax butt forgot to retro activate it to XX/XX/XXXX. So through XX/XX/XXXX and XX/XX/XXXX we are working on getting tis issue fixed. During this time that have been reporting on my husbands credit report a collection for amounts that are incorrect. During our XX/XX/XXXX call I found out we were being double covered by insurance since we have our own. On the XX/XX/XXXX I spoke to XXXX in the insurance division where this company has been collecting money with the premise that they had insurance. I called XXXX XXXX and requested information on the insurance policy. I found out that no such policy exists and that Freedom mortgage has been collecting these funds since XX/XX/1016 on a insurance policy that did not exist. That XXXX in the insurance department confirmed had been cancelled at least a year or more ago but the proceeded to collect funds ( Insurance Fraud ). So as of today they added the tax back on the payment ( which doesn't exist ) and the insurance premium for insurance that doesn't exist.
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: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-30
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Claimant allegedly became obligated for a loan on XX/XX/XXXX, however, the alleged NOTE was not signed until XX/XX/XXXX, XX/XX/XXXX. An alleged, loan servicer was assigned on or aboutXX/XX/XXXX XX/XX/XXXX, to collect payments on the alleged loan, and claimants made " good faith '' payments under the assumption that a valid debt existed. Claimant sent NOTICE to the President of the company that was the alleged lender on the NOTE on XX/XX/XXXX, by certified mail, requesting clarification of the NOTE terms, no valid clarification was received. See Exhibit A Claimant sent a second NOTICE to the President of the alleged loan company, by certified mail, on XX/XX/XXXX, seeking clarification of the alleged debt, no valid clarification was received. See exhibit B Claimant sent Notice to the Title Company that performed the Closing on the alleged Loan on XX/XX/XXXX, requesting specific information about the alleged loan for verification purposes. No response was provided. See Exhibit C Claimant sent a second Notice by certified mail, to the Title Company for a response on XX/XX/XXXX, no response was provided. See Exhibit D Claimant sent the alleged Servicer a Qualified Written Request ( QWR ) by certified mail on XX/XX/XXXX, the debt was not validated nor did the Servicer provide the name and address of the NOTE HOLDER. See Exhibit E Claimant sent the current alleged Service a QWR on XX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX, by certified mail the alleged debt was not validated nor did the Servicer provide the name and address of the current NOTE HOLDER. See Exhibit F Claimant sent a Notice of Error and Demand for Proof of Claim by certified mail on XX/XX/XXXX, to the current alleged Service. No valid response provided. The current servicer who is a third party " debt collector '' failed to send notice of claimants right to dispute the debt in accordance with 15 U.S.C 1692 .The current alleged servicer is sending threatening letters of acceleration of the debt and foreclosure for unpaid alleged loan payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78753
Submitted Via: Web
Date Sent: 2019-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have mortgage for my home with Freedom Mortgage. I pay this bill online with XXXX XXXX XXXX bill paying service. I have been doing this for as long as I own the house ( approx. 10 years ) without one late payment. Apparently Freedom Mortgage changed their mailing address again and since I automatically pay them through XXXX XXXX XXXX I was unaware that their address had changed. They said it was on a statement but I don't look that closely at a new address, just go online and paid it. It wasn't until I got the next month 's bill that I saw I owed for two months. That's when I called Freedom Mortgage and explained what had happened. The Rep was very nice, and explained to me about the address change and stayed on the phone with me until the new payment went through with their new address. A couple of days later I called Freedom to make sure they received it after verifying with XXXX that it had gone out. Freedom said they received it but had already reported me to the Credit bureaus. I was very upset with them since this was my first late payment EVER. Which can be verified at any time with them. I called them and they told me that that's what they do and there's nothing else I can do about it. I am looking into changing my mortgage company. However, I'm asking for someone to please please look into this for me as I don't want my credit ruined. I've lost sleep over this and am hoping that someone can please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08831
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We have been customers with Freedom Mortgage for 4.5 years - XX/XX/2014 during that time we have never made a late payment on account number XXXX. That is until this year dated in XX/XX/XXXX. If you review my file history you will see I did in fact make payments on time for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The payment had gone up XXXX dollars in XX/XX/XXXX without my prior knowledge. Freedom mortgage took the payment that I have been accustomed to paying via bank draft as it does every month. Same as XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I received the first notification from freedom mortgage stating my account was past due, confused and unaware of why it would be past due I contacted freedom immediately. It was on XX/XX/XXXX that I was made aware that my account was {$90.00} short ( {$30.00} XX/XX/XXXX {$30.00} XX/XX/XXXX {$30.00} XX/XX/XXXX ) and had already been reported to the credit bureau. On XX/XX/XXXX I also learned that the amount debited from my bank account had been placed in a reserve account with Freedom. NOT including XX/XX/XXXX, which freedom accepted. I travel for work and am only home 3-4 days a month had no idea that my XX/XX/XXXX payment was going to be placed in a separate account. Same as my XX/XX/XXXX payment. When looking at my bank account the funds had been accepted just like XX/XX/XXXX. I never once received any sort of notifications of this. According to my bank account information and payment history I have always made my payments on time. My credit has lowered 100 points based on this {$90.00} Freedom mortgage did not provide ANY communication to me about the reserve account, the shortage, reporting to the credit bureau or give me an opportunity to resolve the issue. I contacted freedom mortgage on multiple occasions with no resolution to the issue Please advice how we can rectify this situation and remove the impact this has on my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34655
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We had to go thru XXXX to keep our home due to my unemployment for a few months. Thankfully they paid the full balance on the account ( based on the delinquent amount and statement that was given to us by freedom mortgage ), and we were off to a fresh start the end of XX/XX/2019. The full delinquent amount was given to us by freedom and mortgage as all documents were collected and we went to closing with XXXX and the check was then sent to freedom mortgage to cover everything that was past due. XX/XX/ 2019 freedom mortgage received the check. We were happy to begin a new start and was given our monthly payment which started in XXXX. XXXX comes and we submit that monthly payment. XXXX I actually looked at the statement it was {$8800.00} past due. They claimed we had $ XXXX in negative escrow and they took the money from XXXX and applied it to the negative escrow and leaving us still past due on the Acct, and {$960.00} in late charges! After receiving a check from XXXX, freedom never communicated this negative escrow to us, nor did they instruct us on where the money would go and they never told us we would still be behind on our mortgage! After an hour long phone call today XX/XX/2019, they ( XXXX ) showed no compassion for our situation bc now its showing late or delinquent on my credit report and account not in good standing. The representative only submitted a request to the department that handles these situation and they will get back to them and let us know their response? We asked to speak to a supervisor and was told the supervisor was busy and would have to give us a call later today ... ( no call yet ) ... So basically XXXX gave Freedom money to XXXX out my past due amount and put our account in good standing and one month later we owe {$8800.00}? Heartless. The communication with freedom mortgage is horrible. Each rep gives different information. Theyre never on the same page. It take way too long to get things resolved, which almost always never get resolved! Its sad because this is our home and we are back to where we started! Terrible!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan to value is less than 80 % and I requested to have my principle mortgage insurance cancelled. My loan servicing company, Freedom Mortgage, said they do not have the authority to cancel the PMI and it's the responsibility of the investor. I contacted the investor, XXXX, and they told me its the responsibility of the servicing company. These conversations happened today on XX/XX/2019 with both XXXX and Freedom Mortgage. I would like to file a complaint towards Freedom Mortgage for providing false information to me and neglecting their loan obligations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 066XX
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter from Freedom Mortgage that my XX/XX/XXXX payment had not been paid. Since they had been closed for the holiday until XX/XX/XXXX I could not speak to them. On XX/XX/XXXX I called as soon as they opened and spoke to XXXX. He stated that they did receive my payment for {$920.00}, but that my interest rate had increased for XXXX of XXXX and I owed {$100.00}. I paid Freedom Mortgage over the phone the same day the amount that was due. I expressed my concern that I did not want it to effect my credit score and they said it would not. I also asked for proof that my rate went up and they said they sent a letter but had no proof it was sent to me or that I was notified. On XX/XX/XXXX I checked my credit report with my bank and found my FICO score had dropped from a XXXX to a XXXX because Freedom Mortgage had reported that I had a payment 30 days overdue. Again, I disagreed with that since they didn't notify me and they were not open on XX/XX/XXXX. If they were I would have been within the 30 days. I called on XX/XX/XXXX and spoke to XXXX and XXXX and a grievance was filed against Freedom Mortgage to remove this damaging report. I again called on XX/XX/XXXX and spoke with XXXX about my concern and that I wanted to speak to the decision makers who they would not let me talk to. I also complained about the lack of follow up that I had made the {$920.00} on time but they failed to let me know it was short. On XX/XX/XXXX, I received a letter from Freedom Mortgage stated they would not take the negative reporting off of my credit report. Again, they do not take into account that I paid the bill on time and even the additional payment would have been on time if they would have notified me or been open.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It Started on XX/XX/2018 ; When the initially on signing VA mortgage loan note from Freedom Mortgage Company taken ownership to a real estate property in the area that I am now residing, until XX/XX/2018, When I asked my insurance company that I asked to have my statement to send to me personally, in XX/XX/2018, this company, named XXXX XXXX, from XXXX XXXX XXXX XXXX XXXX for the amount of {$110.00}. This caused a mess in all the situation. but first it was the Mortgage Co. At first the mortgage stated, " that I had to come up with the first installment to my home owners insurance., In which I signed a paper stating that the mortgage company had to pay to them. All Said and done lost my discount price to the home owners insurance from {$22.00} to over {$59.00}. .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2018 we fell behind on our mortgage payment due to a demand by the community association to landscape our backyard per their regulation ( licensed contractor ). Before this time, we had been struggling because our eldest son was having some serious health issues came home to live with us and transition out on his own. In addition to this, our vehicles brokedown which we recently paid off, and we had to replace. However, in spite of all this, we were still managing, but when the demand for the yard to be completed. It just took us over the edge. So in XXXX, XXXX Freedom Mortgage recommended that we discuss Loss Mitigation to help resolve our issue. We submitted the paperwork. In the meantime, they did not stop reporting to the bureau, they did not offer lower payments of any kind. I took them 3 months to deny us and then we found out because we were calling in weekly to speak with our assigned associate and they denied us because they did not know how to read a bank statement and said that account information was missing, even though it was all on one statement. After doing some research, I realized that they collected information according to their own forms that they were not supposed to. During this Loss Mitigation period they had people coming to our home taking appraisals and pictures. The reps were saying to us that they were going to proceed with foreclosure, etc. So we started the Loss Mitigation process again in XXXX and they denied us within 30 days requesting an appeal stating that our housing expense was greater than 40 %, which it was not, also the amount of bills that they listed that we have to pay was incorrect, and the monthly income they were reporting was incorrect. So I appealed by XX/XX/XXXX, but also informed them in the letter that over the last six months we were able to get our household caught up, our son moved out, we found out that our insurance through one of our jobs had increased but we could change it later at open enrollment and recover $ 550+ dollars a month, etc. During all this time, we are 3 months behind but beginning to stabilize. Everyone and their mother was telling me how banks can offer forbearance, put the arrears on the end of the loan, etc. Even if we were offered a period of time with lower payments, we probably wouldn't be in such a mess now. But our home has A LOT of equity in it. And I am sure this non-compliant bank is focused on stealing it to make a profit. In the meantime, we recieved a demand letter for forclosure during the Loss Mitigation process which is non-compliant with the code of federal regulations and we were told that a foreclosure noticed would be posted XX/XX/XXXX. When my husband followed up with them in XX/XX/XXXX and they said that as soon as our letter was received it was denied on XX/XX/XXXX. On XX/XX/XXXX we called in to schedule payments and they took them. Then we received a new application for Loss Mitigation and another letter stating that our Loss Mitigation procedure was " facially complete '', they would not foreclose, they need to receive these documents. So I complete the new loss mitigation application, and turn in the new information, new bills, requesting forebearance by XXXX XXXX, the bank calls and says that we were denied again and have to write an appeal. They will look at our new application but there is nothing in it that would change their mind at this point. Lower expenses, increased income, recovery of {$550.00} a month to increase net income, and your mind still wont change. So I began to do research and found a lawsuit filed in MD in 2018 about how non compliant this bank is doing their Loss Mitigation proceedings. I began to do research and found that they are supposed to send me details on how they came to their denial because how can you appeal FAIRLY if you cant see how they are coming to their conclusions. I requested information and they sent my old application back and said they are going by the information I gave them which I told them was incorrect. SMH. So I write them an appeal stating our reason, that I want them to send me the information I am entitled to see, that I want them to remove the account representative because there appears to be some type of biased judgement going on, and that I wanted a manager to review our case. I stated the laws that they are breaking and what was supposed to be followed and I sent with this the pay increase that my husband just received in addition to mine and the decreased bills. They sent me a denial, and stated it is denied because of what we stated previously. Really? How unprofessional!!! Everyone around me has been in way way worse situations than we are in and have received help from institutions with lower ratings than this bank and they can not help us?! Even after I went to counseling agencies, etc to find out what could be done and they stated the bank should easily be able to help you?!!! They stated we could not afford post modification and we are still going to report or start reporting ( lol ) lates and during this process again, illegally, I received a demand letter and I am making two payments this month. I also noticed that they were none compliant in posting my full payments and would hold part back and not document on my statement why. Just " unapplied '' ... I am making the full payment, really?! According to the rules " unapplied '' only applies if you receive a forebearance and lower payment. I could easily be set up on a payment plan but they basically have used the Loss Mitigation process to unqualify me out of our home, that we worked hard for 15 years to get. And put money down when we were not required. I have XXXX kids and one that is XXXX XXXX XXXX XXXX. This is the worst bank in the world that is misusing and abusing our nations veterans. I hope to the XXXX XXXX XXXX in XXXX that the a class action lawsuit is filed and won and that Freedoms Mortgage loses its privileges to, based upon the over 900 non-compliant complaints, acquire new loans. This is what Freedom Mortgage is doing instead of helping those that need assistance. " Some mortgage firms have generated revenue in recent years through rapid, repeated refinances of veterans loans, a process called churning that can make money for the lender but result in unexpected costs to the borrower, according to XXXX. Some lenders perform the refinances themselves, while others charge above-market rates, setting the servicemember up for the next refinance, the agencys executives have said. '' And the government needs to continue to punish them. I am slowly but surely making my complaint known to the Attorney General and FTC. I will also seek eye witness news, because this is why you see SOME veterans homeless. It is so sad how many people have mentioned being in a worse situation than we are and their institution helped them. SMH. FREEDOM mortage? ENSLAVEMENT Mortgage ... makes me wonder how many individuals with this same case are minority as well. Before my mortgage broker told us our bank at close, I thought, I do not want it to be Freedom Mortgage because at that time their incompetent staff was reported not to know how to do refinances ... guess what, I tried to refi to get cash out MONTHS prior to this problem, and they proved the reports right, they are incompetent and do not know how to do refinances either unless they are illegal and in their favor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89166
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To whom it may concern, We sold XXXX XXXX XXXX XXXX ) and purchased a home ( XXXX XXXX XXXX XXXX XXXX ) on XX/XX/2019. We were advised to not make a mortgage payment because it would cause the payoff amount to be incorrect. I have attached the closing documents for both homes showing that they were both completed on XX/XX/2019 and the loan ( XXXX ) was paid in full on this day. With that being said the loan was paid in full before XX/XX/XXXX and it was not 30 days late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A