Date Received: 2019-01-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After falling for a loan modification scam and paying a company called XXXX XXXX, we have been working with a HUD housing counselor to try to prevent our foreclosure and get back on track with our mortgage. We have been trying to submit a loss mitigation packet with Freedom Mortgage and have been getting the run around. We submitted an application and documents on XX/XX/XXXX. When our counselor followed up on XX/XX/XXXX, she was given a list of additional documetns and was told by Freedom Mortgage that we did not sign the financial report, a form designed by Freedom Mortgage which does not have a borrower signature line or page. When our counselor called back, the representative from Freedom Mortgage told our counselor that there is not a signature page and that we should sign the bottom of every page of the application. We submitted all of the additional documents on XX/XX/XXXX. When our counselor followed up again, she was given a different list of requested documents. They are now requesting new paystubs, which they did not request on XX/XX/XXXX, even though they had it noted in their system at that time. They also now would like a signed financial report and stated that they accidentally mislabeled the signature line as the contributor signature and that we should have known somehow to sign that even though we are both borrowers and not contributors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage consistently mis-applies my monthly payments to the incorrect accounts. In this most recent example, an additional principal payment of {$3000.00} was applied to my escrow account. They really are a very poor mortgage servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer, Freedom Mortgage, is continuing to charge me monthly private mortgage insurance even though I have met the requirements for PMI cancellation and have requested cancellation numerous times. It has been more than 30 days since I requested PMI cancellation. Freedom Mortgage tells me I need to get a broker 's price opinion. I submitted the required paperwork and fee for the BPO. Freedom Mortgage cashed my check for the fee but has refused to schedule the BPO. I have phoned them numerous times in an attempt to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing of my FHA loan was transferred over to Freedom Mortgage. I have a 30 year fixed rate and my payment with P & I, MI, Taxes and Insurance is {$1100.00}. I have had this loan for five years and have always made my payments on time. From the first month Freedom took over they raised my payment and it has fluctuated from {$1200.00} to {$1300.00} every month. I have called in almost every month and get a different person that tells me a different story no one can tell me why my payment has went up. The customer service reps are just rude and they do not care. They have no intension of helping anyone to correct their errors. I recently wanted to refinance my loan to take cash out of my equity. I called Freedom since they have my loan now and the loan they wanted to give me was total FRAUD. The numbers kept changing and the cost kept going up. I called the mortgage company that originally processed my home loan and they looked over the loan app and loan estimate from Freedom. There were so many errors on it so I immediately told Freedom to cancel the loan as I hadn't signed the documents yet and I went back to my original mortgage company. When my loan officer pulled a mortgage payment supplement because the original credit report was only reporting through XX/XX/XXXX and there were no lates, a 30 day late for XX/XX/2018 showed on the tradeline. I have never been 30 days late, ever, on any of my bills. I always pay over the phone so they take the payment directly out of my bank account. I even have the conformation from Freedom Mortgage that my payment was made on XX/XX/XXXX and that there was no amount due and my next payment was due on XX/XX/XXXX, which I made on XX/XX/XXXX. Every time I would call I would get a different story and one rep even said that we see your payment but it wasn't processed in, it was just sitting in limbo and basically sorry for your luck. I wasn't even aware of this until the credit company did a 3-way call with Freedom and myself to verify my mortgage history. And when the lady from the credit company was talking to Freedom they hadn't even processed my XX/XX/XXXX payment and it was the XX/XX/XXXX, the credit report was pulled on the XX/XX/XXXX. She finally got them to process it the next day, the XX/XX/XXXX. Again they were sitting on the payment and not posting it and if it wouldn't have been for the rep at the credit company it might possibly went over 30 days. They sat on my payment for almost a month. After talking to several reps at Freedom they were going to remove the late and credit my account {$300.00} for all the late fees they attached that the payments were not late. I have all of my bank statements showing all my payments the entire year Freedom has had my loan. They are all made from the XX/XX/XXXX of the month to the XX/XX/XXXX and some of them even before the XX/XX/XXXX. To date, nothing has been done and the loan I'm applying for now is ready to close. The only condition they need is the mortgage history supplement which can't show any lates. My loan officer has been trying to get them to take it off, She has faxed several times all the documents showing I have not made any 30 day late payments but they are giving her the run around also. She faxed the documents over a week ago along with my authorization form. She waited 48 hours like they told her and called them back and was told they have our documents but they aren't indexed in yet and to call back the next day. When she did call the next day she was told they never received anything. So she asked them how they wanted her to send them again so they would received them as they were faxed twice and no one seems to know where they are at. She was told to email which she did and even got a reply email from Freedom that they received the documents. Again she waited 48 hours and called Freedom just to be told they never received anything and even after she offered to send them over a copy of the conformation that she received from Freedom she was told there was nothing they could do. I have all of my paperwork showing I have made my payments and they have all of my calls recorded with the reps promising to fix it and credit my account and still they are not fixing it they just keep raising my payment. I told them about all the mistakes on the loan app that they wanted me to sign and no one could give me an answer on why and what the correct numbers would have been. At this time my loan with my original mortgage company is put on hold until the 30 day late is removed. The appraisal is done and paid for and we are ready to close and now because Freedom Mortgage incorrectly reported my mortgage payment the loan could possible be denied if it goes on much longer. Freedom will not send over the current payoff for my mortgage to the processor that has been requesting it for two weeks now. The loan will not close if they don't have a payoff amount. I was taking cash out to start up my new business and this really puts me in a bind all because Freedom Mortgage won't correct their error. And from looking at all the other 934 complaints it looks like something should be done to shut Freedom Mortgage down and to issue strict penalties and be made to correct their errors and reimburse their customers for the money that they have illegally taken from them. It almost seems they are just doing this because I caught all the fraud and errors on the loan I was applying for and went to another mortgage company and this is just a way to stop me from getting my loan because every payment was fine until XX/XX/XXXX and that is when I told them to cancel my new loan and all of a sudden an incorrect 30 day late shows up on my credit report that they have admitted is incorrect but won't do anything to correct it and that is illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89110
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have started a Loan Modification in XXXX and Freedom Mortgage Keeps asking for unusual documents or they keep delaying the process. Such as they asked for my year to date breakdown of my business documents such as profit and loss and I sent that to them just as they asked and then all the sudden they wanted it broken down in month to month and that was not how they worded it on their paperwork and they had involved their attorney saying that I did not get the paperwork back to them in a timely fashion. So when they involved their attorney I told her that I send them the paperwork immediately, that I do not wait, they claim they never receive it so I have been working with her in the mix since XXXX showing her that they loose everything that I send them. Their attorney gets it and they claim not too. When they ask again and I send her a copy of the paperwork she pulls the paperwork I have sent and then in turn sends it to the underwriters. I am not sure why they will not approve our Loan modification and why they are trying their best to take our home. I have produced paperwork that they think I possibly can not produce and I get it. They recently have asked for paperwork about our food stamps card and what and where we spend our money on the card like we lie about it. So I literally had to get a listing of the places that I shop for our food and how must is spent at each and every store and what is bought at each store. This is degrading. My husband got sick 2 years ago after having a XXXX XXXX XXXX XXXX XXXX XXXX XXXX and they were told that. We have had a hard time with payments and have asked for help. This year a customer, since I run a XXXX XXXX, stole {$13000.00} from us and it put us very far behind, but they will not help us. They keep pushing us further and further behind. Like they want to put us on the street. My husband was just diagnosed with XXXX XXXX and now they want us to be put out. Freedom Mortgage is the worst company I have ever had to deal with. Please keep any other veterans from having to deal with them
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: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We received the response from our initial complaint, but we are absolutely not satisfied with our mortgage companys response. We want to know WHY our escrow account was been mismanaged in XXXX and HOW could they put us in this unfortunate situation. Our monthly mortgage payment from XXXX to XXXX has increased {$600.00} even with the escrow shortage being spread over 60 months. If we had known that our monthly mortgage payment was going to increase over {$600.00}, we would not have gone through with buying our home. And this increase is solely because of the failure of the mortgage company to appropriately manage the escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2019-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had numerous issues with Freedom Mortgage making escrow payments on time and accurately. Here are the most recent issues : XX/XX/XXXX- I called Freedom Mortgage and asked that they pay my property tax prior to the due date of XX/XX/XXXX so that I could avoid additional federal taxes. They paid the property tax on XX/XX/XXXX. Freedom did compensate me {$300.00} for this error. XX/XX/XXXX - My insurance broker contacted me to say that Freedom had not paid my property insurance and they were concerned that I would lose coverage. I contacted Freedom and they stated that they never received a bill. We created a three way phone call with Freedom, my insurance broker and myself. The insurance company verified that they had the correct mailing address for Freedom and that they had mailed the invoice. I have had 5 mortgage companies and one insurance company over the life of this loan. Freedom is the only company that has not received insurance mailings. XX/XX/XXXX - My insurance broker contacted me to let me know that Freedom had shorted my flood insurance payment by {$170.00}. This error leaves the property in jeopardy of not having flood insurance for a period of 30 days. Freedom stated that the lesser amount that they paid is what was entered into their system. As a result of this pattern of errors and issues, I requested that I take over all escrow payments and the Freedom transfer all escrow funds to me. Here is Freedom 's response : XX/XX/XXXX - Operator XXXX - The insurance department does not accept emails, you will need to address this issue with customer care. XX/XX/XXXX - Customer Care Rep - Please email your request to customercare@freedommortgage.com. I sent my request to that address. XX/XX/XXXX - Operator XXXX - We do not respond to emails. Your request will be responded to via USPS within 30 days. In addition to the above concerns about lack of timely and accurate payments, it is clear that Freedom 's communications process is designed to obstruct consumer feedback and communication.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We initially contacted Freedom Mortgage ( Spring XX/XX/XXXX ) to drop our PMI when our LTV was at 80 %. We were told since our loan was less than two years old, we will need to get an appraisal to determine if the value of the home had changed. After the apraisal ( {$600.00} ), we got a letter a week later stating that in order to drop PMI we have to be at a LTV of 75 %. ( btw, we've never been late for a payment ). We did learn that some mortgage companies do require a 75 % LTV, so we brushed it off as a standard practice and kept making payments ( even though we did feel a bit misguided by Freedom Mortgage ). We finally hit 75 % LTV earlier last year ( Spring XX/XX/XXXX ) and once again, submitted a written request for our PMI to be removed. They sent a letter stating we were not at the correct LTV to drop PMI and that the last appraisal was only good for 6 months and we need to pay for another one. We were told once the loan hits a 75 % LTV, the PMI will automatically get dropped. However, if Freedom Mortgage had done this, I would not be writing this complaint. We are now just below 73 % LTV and Freedom Mortgage is STILL refusing to drop PMI unless we pay for another appraisal. This is ridiculous! When will it stop? We've gotten so many mixed messages from F.M. that we're beginning to think they're purposely scamming us into paying unnecessary PMI payments. We've gotten confirmation ( over the phone ) that we are eligible to drop our PMI, but then we receive a letter stating we need to meet certain requirements before the PMI is dropped ( which we ARE currently meeting ). We try to email this company to keep a communication chain, but every time we email them, they reply by sending a printed response by mail. Our case notes are never recorded, so each time we call to get an answer or to check the status, no one has any history of previous calls/complaints and we have to go through our entire ordeal every time. If this complaint doesn't help get a response from Freedom Mortgage, I will likely seek legal action against this company. We've wasted thousands of dollars waiting for this company to do what is LEGALLY required, but they continue to disappoint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99208
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Hello XXXX XXXX XXXX My name is XXXX XXXX and our account is under XXXX and XXXX XXXX and our loan number is XXXX and I am opening up a 2nd complaint with the Consumer Finance Protection Bureau against Freedom Mortgage. The first complaint was filed in XX/XX/XXXX and the origianl complaint number is XXXX. As part of resolving the issue of my payments taken out of my bank accounts by XXXX and not being posted to Freedom Mortage, my credit was to updated to reflect that my account was actually current. As part of your own wording that was to be done, which now I find that your company still refects that in XX/XX/XXXX I was 30, 60, and 90 days late. I am in the process of trying to purchase a new home, to be financed by the builder. I was contacted by the lender and told that unless this credit reporting is resolved quickly I can potentially lose the home and the closing costs which would have been available to be paid by the builder once the credit is approved. I have included a copy of my orignal complaint and your response. I need this issue resolved immediately, as it was to be almost one year ago. Please contact me directly at XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage took illegal funds from my Escrow to pay late fees on taxes that their Company was required to pay. I have been trying to get my Escrow straightened out since XX/XX/18 with the company. They keep on messing with my Escrow and make my payments go up every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34275
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A