Date Received: 2023-10-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: My FHA loan was bought by Freedom Mortgage from XXXX XXXX. This was around the time my son was having issues with XXXX and we were dealing with investigations into the facility he was at. I received an email about this transfer and called XXXX XXXX to make sure about the transfer and if there were going to be any changes. They assured me nothing would change. On Friday, XX/XX/2023, I received a call from Freedom Mortgage stating my account was two months behind. I asked how could that be, I have automatic payments from my account. She said it did not show. I told her that XXXX XXXX said everything would remain the same. She said that did not include the bank withdrawal. She asked if I had money trouble and I said absolutely not. I have the money its not a problem. I immediately paid and set up the automatic withdrawal. She informed me they would report me to the credit bureau for late payment. I disputed this and they called me again today to tell me they will report this. I tried to explain that I was misinformed, but he said it was in a letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: While reviewing my credit history I see that there is a hard inquiry by Freedom Mortgage. We did not request any products from this company and did not authorize any credit inquiries.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: We sold our home on XXXX XX/XX/2023 and had an escrow balance of {$1000.00} after paying off the mortgage. The lender sent the refund to the house we sold! So the check got lost. We contacted Freedom mortgage and they said they sent a check to our new address. It did not arrive. We called and they said they had to wait 30 days. No reason given. When it still had not arrived they said they sent another one. Finally, on XXXX XXXX we called and they said since it still wasnt there ( over XXXX months later ) they would overnight it. We called today, XXXX XXXX to tell them it did not arrive and they said it would be here on XXXX days. We asked how an overnight letter can take XXXX days. No answer. They gave us a tracking number. When we looked at it, it showed the letter still has not even been sent. They are liars and criminals. Had we not paid our mortgage for XXXX months we would have a mound of late fees and penalties as well as probably be looking at foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Hi, My current loan to value ratio onmy mortgage with Freedom Mortgage is 53 %. My credit score is over XXXX. I have never filed a bankruptcy, never been delinquint or late with any payments including credit cards, previous mortgages, insurances, property taxes etc Have not made an insurance claim in past couple decades!. Have an immaculate credit history. I see no reason for Freedom Mortgage to continue escrowing my property taxes and insurance. I have made multiple request to Freedom mortgage to waive the escrow collection. They have given some bogus excuses that make no sense! I can manage my property and my funds very well without a third party!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22602
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I'm on a 30 fix rate freedom mortgage company and my payments was XXXX then it went up to XXXX then they told me I own for escrow XXXX do they start raising my mortgage again to XXXX and again to XXXX now its up to XXXX they told me I post to be paying down the outstanding balance but it look like they trying to make me lose my house
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: On XX/XX/XXXX, my home caught on fire and I contacted my mortgage for a loan modification or a hardship plan. During that entire time I have been sending in documents that they had requested and they were continuously rejected for one reason or another. On XX/XX/XXXX, my home sold at auction without my knowledge. That same day I called my mortgage company and they assured me that my house had not been sold and that they were still working with me on a loan modification. That was a lie. I had previously been and the forbearance plan due to Covid, and I resumed payments shortly before my house had caught on fire. For months, Freedom Mortgage told me that they were working with me in regards to modifying my loan. When I brought up the foreclosure, they assured me once again that my home was safe, and that they were still accepting my paperwork. When it came time to mail important documents, they were sent to the wrong address, and I never received them. Rejection letters were sent out weeks after they assured me my paperwork was accepted and I was given false information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75180
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: When my wife was making our XX/XX/2023 mortgage payment online, she noticed the XXXX she had previously made was {$300.00} short of the monthly total. She increased the XXXX amount to add that {$300.00}. On XX/XX/2023, she and I were notified that we were delinquent XXXX months for making a payment which instantly dropped both our credit scores. Before this incident we had scores between XXXX. She contacted Freedom Mortgage and was informed that payments were received as she described but we had been marked delinquent due to the XXXX payment not being the correct amount. The representative from Freedom Mortgage confirmed that no one from the company attempted to contact us prior to them contacting the credit bureaus. While the amount was not the full amount paid in XXXX, some form of payment was made. When the mistake was discovered in XXXX my wife attempted to rectify the situation by paying more. Still, no one contacted us. We both have good credit and have always made payments on time. We are both public servants and I serve in the military, currently XXXX to the XXXX XXXX. Our jobs are affected by credit scores and for XXXX years we've made sure to always stay current with payments. Freedom Mortgage refuses to help us which means we can not got our scores changed back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Freedom Mortgage has made our new homeowner experience difficult. This is the third time in two years that this company has overpaid our property taxes. Each time, I have asked them to correct our account to document that we are to pay semiannually rather than annually. Each time, I am told that it was fixed ( which never happened ) and that we would receive a refund. Unfortunately, this year we were refused the opportunity to obtain a refund and adjustment in monthly payments. In XX/XX/XXXX, Freedom Mortgage XXXX Department paid {$3000.00} in property taxes to the city of XXXX. After multiple conversations via phone, I was ensured that the account was adjusted and to expect a refund/new escrow analysis. Weeks went by and I didn't receive anything. I called the XXXX Department several times from XXXX to XXXX. My final conversation on XX/XX/XXXX, resulted in a rejection of a refund/new escrow analysis. We were told that they accepted fault for their mistake, but stated that it was nothing that they could do. We are now respond to pay {$1500.00} to bring our escrow out of the negative. This resulted in a {$200.00} increase in our monthly payment and added stress to our monthly finances. I can't believe that the same company would make the same mistake three times in a row and not learn from it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21213
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: ISSUE : FAILER TO ASSIST WITH THE ASSUMPTION PROCESS OF A LEGALLY ASSIGNABLE MORTGAGE We have a current VA mortgage with Freedom Mortgage, all payments are current, with XXXX late payments. We contacted Freedom Mortgage in XXXX of XXXX to inquire if our loan was assumable. They confirmed it was and mailed us a form to start the assumption process and give third-party authorization to our buyers. We completed the form in full, and both faxed and mailed a hard copy on XX/XX/XXXX. We and our buyers have both tried repeatedly to contact their assumptions team to get the assumption process started all to no avail. Every time we've called, they've stated the assumptions team is backlogged and we are in queue to receive a call back within 3 days. I've not received a callback, ever. They communicated to our buyers that they would call them to process their application on XX/XX/XXXX, however, the buyers never received the scheduled call. They indicated there is no process to do this over the phone, it all had to be done over the phone. If we do not close this deal on time, it will cause significant financial harm to our family and we feel strongly that Freedom Mortgage has failed to uphold its legal responsibility to service our loan in a prompt and reasonable manner, per 1024.38 General servicing policies, procedures, and requirements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24018
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: My name is XXXX XXXX and Freedom Mortgage was my mortgage lender. They had pre-approved me to refinance into a XXXX year loan from my XXXX year current loan. After being pre-approved at a XXXX XXXX rate they fired my lender or he quit, they didn't tell me this ... and along the approval process they purposely delayed the process and lied and told me it was the fault of the other parties such as the XXXX company yet the representative at the XXXX company said she never received info from Freedom even though Freedom said they had sent it to them. I was locked in at XXXX XXXX yet Freedom noticed rates going up so they purposely slowed down the process then didn't approve me XXXX XXXX later, all the while I thought I was approved. I was also pre-approved by my credit union, so in retrospect I should've just gone with them yet since I was already in a mortgage with Freedom I thought the refinance process would go much smoother with them. They also sold my loan during the refinance process and didn't even tell me, which made it more difficult to roll me into the XXXX year refinance plan. I complained over and over to them and expedited it up the chain of command to the CEO yet they never made this right and now I'm still stuck in a crummy XXXX year mortgage loan for no reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32904
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A