Date Received: 2019-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is illegally delaying and taking excessive time in reviewing and making a decision for my loan modification application. Freedom Mortgage excessive delays, often causing my application documents to expire, which then they would close the application due to expired documents. To date, no decision has been made on my loan modification since first applying in early XXXX. I spoke with a loan modification representative at Freedom Mortgage on XX/XX/XXXX and was advised that I was missing an explanation on transfers from account ending in XXXX. I have made numerous fruitless attempts, to explain the {$16.00} DEBITS ( from account ending in XXXX ). On XX/XX/XXXX, l gathered and emailed 61 pages to Freedom Mortgage loss mitigation department. Freedom Mortgage acknowledged receipt of all pages on XX/XX/XXXX. It is my understanding from Freedom Mortgage that the purpose of the bank statements is to verify my income was received ( bank statements included in the 61 pages emailed ) and verify all income ( all deposits were explained with letters in 61 pages sent on XX/XX/XXXX ). My loan modification application ( as of XX/XX/XXXX ) is pending closure per Freedom Mortgage because of failure to explain the transfers from account in XXXX. Because of the delay in my loan modification application review which, violates mortgage servicing rules I was deprived of the ability to make an informed choice about how to save my home, which caused me to file for bankruptcy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2019-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have asked for the underwriting department to appeal their decision since they did not include the {$440.00} for XXXX XXXX payment when they figured the money for our home in the loss mitigation not to completely rework paperwork over again. This paperwork has been submitted the entire time this process has been going on. I am attaching the paperwork again, so that you will not claim you do not have it. You have asked for it on XX/XX/XXXX, which we have provided a letter from Social security, which at that time it was {$430.00}, now it is {$440.00}, It does not come to a bank account but to a XXXX XXXX card every month. Then I hear from an agent # XXXX on XXXX XXXX on a recorded line that tells me that the underwriting department has made the claim that they can not use XXXX amount of money, my XXXX year old son, because XXXX XXXX name is not on our mortgage. This money was used when we first took out our mortgage by our first mortgage company and when we refinanced with you, Freedom Mortgage. I have the paperwork in my hands showing it. I am now submitting another complaint to the obsurdity of this to the Consumer Finance Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32570
Submitted Via: Web
Date Sent: 2019-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have my motgage company FREEDOM MORTGAGE. I have behind XXXX payments. On XX/XX/XXXX I received a letter from MAKING HOME AFFORDABLE wiht Pre- aproved number and I contacted them.XXXX XXXX they started a process with me with all my information about my MORTGAGE. Now my contact person is named XXXX XXXX from the XXXX XXXX XXXX phone XXXX XXXX XXXX and they sent to me a packgage with a plan of payments starting on XX/XX/XXXX and two more payments on XX/XX/XXXX and XX/XX/XXXX for XXXX {$1.00} each by e Checks or Money Orders Payable to : Mailing Address XXXX XXXX XXXX XXXX XXXX XXXX Ca, XXXX. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2019-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Stated I have an escrow shortage of {$190.00} when I am 100 % XXXX XXXX in Texas not paying property taxes and insurance was payed up. Still taking property taxes into escrow when they should not be. Will not return my calls or emails. Continue to say that they will be doing an escrow analysis on my account a couple days after I call. Escrow refund of {$5400.00} was told to look out for it in mail and haven't received it a week later.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76137
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I requested a loan modification on my home loan due to lose in income and pay rate being reduced. I completed the modification packet provided by Freedom Mortgage and faxed all requested documents in as well as emailed them to Loss Mitigation department for review on XX/XX/XXXX & XX/XX/XXXX. I followed up on XX/XX/XXXX and resent the modification packet again. On XX/XX/XXXX I received a letter from Freedom Mortgage advising that neither of the three modification packets that had been faxed and/or emailed was not received and all information had to be resubmitted. I resubmitted the documents again on XX/XX/XXXX. I then contacted Freedom Mortgage on XX/XX/XXXX due to receiving a letter from them advising again that all information that had been resubmitted, was not received!. The agent on the phone then submitted a request for loss mitigation to go back thru the previous documents received to retrieve all the documents needed. I called back on XX/XX/XXXX to confirm receipt of documents, and check status of modification, I was then advised that I needed to send in documents to confirm my spouse 's income information and my pay stubs which I had already sent in the initial request, along with a Hardship letter. On XX/XX/XXXX I called to confirm receipt of documents was advised that all documents were received but the wrong XXXX document was sent. I call again on XX/XX/XXXX, to check status of modification. Freedom Mortgage rep then advised me to send in again my pay stubs received from my last employer and a letter of hardship. I emailed these documents over on XX/XX/XXXX. I have asked and asked them to decision my Modification, but I keep getting the run around. They'll say I haven't sent a document in or didn't complete it right. I need help to keep my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We took out our Mortgage through XXXX in XX/XX/XXXX. It was then sold to Freedom Mortgage. We have always made our payments on time and early whenever possible, and have paid more than our payment whenever possible. Equally dividing the extra we have paid between our principle amount and our escrow account to make sure that the account had plenty of funds available for our taxes and insurance. In XX/XX/XXXX we received a check for over four hundred dollars. In addition, we received a letter from Freedom Mortgage stating that our payment had been adjusted down from {$460.00} to {$430.00}. We promptly contacted Freedom Mortgage to insure that this wasnt some sort of mix up or computer error. We were told that no is was not an error and that they had done an audit and found that our taxes were lower than originally estimated, and that the check was the overage amount in our escrow account after the taxes, and insurance had been paid. We asked if we needed to return the amount to our escrow account to be safe and were told no that it would just be an overage that would be sent back to us the following year. We were also told that because our payment had been adjusted down but still did include funds for our escrow account to pay taxes and insurance that the money would just continue to flow back and forth because it was not need. Then around XX/XX/XXXX we received a notice saying that our escrow account was negative almost {$520.00} and were informed that we could either make a payment to our escrow account of {$520.00}, or that our payments would be increased to {$510.00} for the next twelve months, and if we paid the {$520.00} now our payment would still go up to {$460.00}. When I spoke with someone, they were very rude and told me there was nothing I could do but to pay it or let it be split over the next 12 months, and when I asked to speak with his supervisor he refused by telling me he couldn't transfer me due to his supervisor being busy. I said I would wait and he said that I wouldn't be allowed to wait. I hung up and immediately called back and spoke with someone else who went back and looked into why there was a change. Apparently they did a second audit on our escrow in XXXX and realized they messed up the first time. They tried to put me in touch with their team lead, but she was too busy, so we scheduled a call back. When she called back she did nothing but continue to tell me I had no other options but the initial 2 and that they did not make a mistake. She also told me that I should have taken the check they sent and put it back into my escrow account instead of spending it. And when I asked then why did they change my payment twice in a matter of 3 months, she told me they can not change my payment. I proceeded to ask her then why has it changed on my bill, and she replied that the escrow amount changed. I then asked to speak with her supervisor, who's name was XXXX XXXX. He started it off by also saying that I should've been told to put the escrow check back in the account. He proceeded to offer to spread out the escrow shortage over 24 months instead of 12. When I told him that still didn't answer any questions, he proceeded to tell me I still had to pay the amount no matter what. I still don't understand why I am expected to pay for a mistake they made. If they had just left my payment at the XXXX this whole thing would have never happened. Please look into this, as to why their supposed policy demands that they mess up their customer life in an unfair manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 424XX
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called Freedom Mortgage several times on XX/XX/XXXX and XX/XX/2019 as well as today. I have asked them several times about my yearly escrow analysis which is done the first week of XX/XX/XXXX every year. The representative today said she does not see where they have started on my escrow analysis and that my mortgage payment will still be the same next month. I told her " that would not be fare because I have already did my own calculation of my yearly escrow analysis and my payment will go down as well as they would owe me a escrow refund check. She stated that, since she does not see where they have started on it all she can do is put in a request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Freedom Mortgage on XX/XX/19. I made it extremely clear that I wanted to pay {$25000.00} to principal only. I know the call was recorded and I reconfirmed that it was for principal only. However, instead of applying the full {$25000.00} to principal, only {$19000.00} was applied to principal on XX/XX/19, and the remainder was applied to two extra regular monthly payments. On XX/XX/19, I received a physical letter in the mail, dated as of XX/XX/19, telling me that Freedom Mortgage was transferring my loan on XX/XX/19. Therefore, it seems as if Freedom Mortgage blatantly collected two extra interest payments against my wishes, and in turn, hoped to flip the mortgage to a different servicer before I noticed the error. I can't imagine this is legal in any way. I'm not exactly sure what legal recourse/ability I have to file a proper complaint, but if I would not have been diligent in my record keeping, it would have been monetarily detrimental to me and a benefit for Freedom Mortgage. Please find the attached screenshot of my Freedom Mortgage account as of XX/XX/19 that notates the incorrect application of principal along with the reversals after I discovered the error. I also attached the notice of transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been working with a HUD counselor since XX/XX/XXXX. In XX/XX/XXXX a lis pendens was put on our property. We have submitted all documents requested by Freedom Mortgage and they have been ve19ry slow to respond, We have asked them to allow us to pay our mortgage as they keep telling us we are responsible for payments during the slow process of evaluating our circumstances, but they will not accept any payments from us. The process of resubmitting documents went in for 3 months and we couldn't make any payments during this time. On XX/XX/XXXX we received a letter stating that we could not prove our case. We had requested that since we didn't receive the promised help during Hurricane Irma, we requested to have several payments put on the end of the loan, since we were out of work and had expenses due to the storm. We also had family members diagnosed with XXXX and several deaths which required us to travel. We could not produce every receipt they wanted because we didn't expect to end up in this situation, so they denied our claim and have told us that our only two options are to do a pre-foreclosure sale or a deed-in-lieu.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33919
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is attempting to take my home from me through the foreclosure process, even though they have never provided me with any sort of mortgage assistance on my FHA loan. Every time I have tried to work with them, they claim that they did not have all the documents to perform a review for assistance. However, I gave them every scrap of paper and bit of information they requested. They are just unwilling to get this done and I am shocked at their incompetence. I have an FHA loan and there are very clear guidelines on how a loan should be treated, but they are just trying to foreclose on my home and take away my equity. I have never had a single point of contact and they act like a bunch of thugs and baboons. I have reached the end of my resources and am in the final stages of foreclosure. I have done everything I can to work with them, but it is an act of futility. I went through some difficult times financially when I lost a large contract and then I had a nightmare of a tenant who wouldnt pay rent or leave the property. I have now resurfaced financially, but Freedom Mortgage is unwilling to work with me to modify my loan. I have never had a single point of contact and had to work with different people every time I contacted them. No one had control over my request for mortgage assistance and nothing got done. Freedom Mortgage isnt willing to help me and is taking me through the foreclosure process instead. The only option they have given me is to fully reinstate my loan, but this is impossible. I would really like to see if your organization would be able to take a look at how they are treating me and to see if there is something that can be done to help me save my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 627XX
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A