Date Received: 2019-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning, Like every month ; I logged in to my mortgage account online on XX/XX/XXXX at around approx. XXXX XXXX to verify if all recurring payments are correct. Payments should be set up as : XX/XX/XXXX XX/XX/XXXX No payments were showing, I immediately contacted the mortgage company - but due to XXXX XXXX 's - the company was closed. I contacted them today, XX/XX/XXXX at XXXX XXXX to verify why no recurring payments are showing. I was informed that someone logged in to my account and canceled the recurring payment option and in order to become eligible again- I'd have to submit another mortgage payment 30 days in advance ( even though I've submitted this amount back in XXXX to take become eligible ). I informed the agent that I did not log in to the account and I'm concerned of security breach. The representative insinuated that my husband maybe the one who canceled the payments. I informed her that it wouldn't make any sense why he would do so? I also asked why no email or letter was sent out to inform me of the cancellation. She was unable to help me out with my concerns or transfer my call to another representative. After many requests to speak to someone else, she informed me that the only other way to speak with someone is if I call again. I've tried reaching out again- but have been on hold for the past XXXX minutes. Please advise. Best regards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75040
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we received a statement from our mortgage company ( Freedom Mortgage ) informing us that our escrow shortage amount is {$6900.00}, which increases our monthly mortgage payment from {$2000.00} to {$2900.00} starting on XX/XX/XXXX. We can not believe that Freedom Mortgage could force us into this situation as this increase is something we can not prepare for with just two months notice. They have failed to manage our escrow account appropriately or accordingly. We are extremely appalled and tremendously shocked by this misstep.
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: 2019-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Called to request equity information for/concerning PMI cancellation. Company refused to help me/transfer me to a loan XXXX that would provide me with this information. Was put on hold for 45 minutes and then Freedom Mortgage disconnected the call. First customer service representative told me to " write a letter '' in order to get me off the phone, but could/would not answer my additional questions. Company is clearly refusing to provide me with loan information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2018-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage increased my payment by {$500.00} a month. I received a late notice in XXXX. To cover for this difference, I sent {$1000.00} to cover for both XXXX and XXXX. My mortgage payment is on auto-pay and so the XXXX payment would be short as well. Freedom Mortgage received the XXXX payment and as-lied a portion to the XXXX deficit, then applied the balance to principal. They did not apply the {$1000.00} payment but held the funds for 18 days. They then assessed a late charge to my account for XXXX. Freedom Mortgage has receipt of the full payment, yet did not apply it to my account, further they charged a late fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I closed on our primary residence mortgage loan on XX/XX/XXXX with XXXX XXXX. We purchased the home for the sale price of {$550000.00}. After putting a downpayment, the loan amount was {$440000.00}. The property was appraised prior to the closing for the amount of {$490000.00}. At the time of the closing, we were in the process of selling our prior primary residence. Once we sold it, we intended to put the proceeds on the principal balance of our new loan and expected that doing so would eliminate the private mortgage insurance ( PMI ) included in the loan. In fact, we were sure to ask about this at the closing table and were told that it would not be a problem to do so once we met the loan to value requirements. Shortly after closing, we received notice that the loan had been re-sold to Freedom Mortgage and the company would become our new loan servicer. We sold our other home in the summer of XXXX. Sometime thereafter I contacted Freedom Mortgage 's customer service line to request information regarding how to eliminate the PMI. Freedom 's customer service representative told me at the time that it was not possible to eliminate the PMI even once I met the Loan to Value ( LTV ) requirements because our loan was subject to a " seasoning requirement '' ( a period of time in which I could not eliminate the PMI even if we met the LTV requirements ). Even though this did not sound right based on the terms in my original loan documents and the little I knew about the federal Homeowner Protection Act which is cited in our loan documents, I decided to wait to further pursue this matter with Freedom until we received the proceeds from our other home and used these proceeds to reduce the principal balance ( i.e., until we met the LTV requirements ). After significantly reducing the principal balance in XX/XX/XXXX with the proceeds from the sale of our other residence ( as a result, our current loan balance is {$130000.00} ) I again contacted Freedom and was told once again that while I could make the written request, the likelihood was I was not eligible to eliminate the PMI. Please note, in addition to LTV amounts, we meet the other requirements ( we are current on our payments, etc. ) On XX/XX/XXXX I submitted the written request to eliminate the PMI ( see attached XX/XX/XXXX Letter to Freedom - I also cc : d on the email an individual I thought might be Freedom 's Compliance Officer from a Linked In Profile I obtained ). In response to the request, we received a letter from Freedom dated XX/XX/XXXX which informed us that the PMI could only be terminated if : ( 1 ) we obtained an appraisal from their vendor XXXX - the amount of the appraisal I learned by contacting the vendor is {$450.00} ) ; and ( 2 ) the " new appraisal demonstrates a Loan-to-Current-Value ratio of 75 % or less for loans aged less than two years and the appraisal indicates significant improvements to the property. '' See attached XX/XX/XXXX letter from Freedom. On XX/XX/XXXX, I contacted Freedom 's customer service again to discuss their letter and to express my concerns that these conditions were improper based on the terms of my loan agreement and federal law. I was told by the representative that I have a XXXX XXXX loan and that Freedom had to follow specific XXXX XXXX requirements as reflected in their XX/XX/XXXX letter in response to my request to terminate the PMI. The customer representative also noted that my records showed that I was not eligible to terminate PMI before XX/XX/XXXX although she could not explain why this PMI termination date was chosen. She also stated that there was a " flag '' on my account that indicated that I was eligible for refinancing and that was the only other way to eliminate the PMI at this time and offered to immediately connect me with someone to discuss refinancing ( I declined her offer ). When I asked her for the name of Freedom 's Chief Compliance Officer, she would not provide that person 's name. This is my third mortgage loan in my lifetime and I have never had any difficulties reducing PMI once I met the LTV requirements. I believe that Freedom 's actions in response to our request of requiring a {$450.00} appraisal for a loan at that time was less than one year old and in addition requiring that the appraisal must demonstrate that significant improvements were made to the property ( not likely for most consumers ) in order to eliminate PMI violate federal law and the terms of my original loan. I have made numerous attempts with Freedom to resolve this matter. Instead, I received repeated responses that seemed designed to discourage the consumer from making the request and when we did make the request, placing insurmountable and/or seemingly illegal barriers in order to keep the PMI in place despite our best efforts to explain that we do not believe they are permitted to impose these additional requirements ( please note that I have no basis for this assertion but I did wonder throughout this process whether Freedom has some sort of a kickback of other improper arrangement with the PMI insurer which provides incentives to impose these kinds of obstacles to discourage a consumer from further pursuing this matter ). Therefore, I am requesting the Bureau 's assistance in evaluating whether Freedom is acting in violation of applicable law in this instance and if so, in properly resolving this matter ( i.e., terminating the PMI as we requested ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21093
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My brother passed away XX/XX/XXXX, of this year, the property at XXXX XXXX XXXX XXXX, XXXX , Ca was transferred to me by transfer of death deed legally. The property was sold in XXXX and the title company needed a pay off amount which Freedom Mortgage wouldn't give them until several phone calls were made. On XXXX XXXX I received an escrow refund check in my brother 's name which couldn't be cashed because my brother is deceased. I call Freedom and was told they would send to me by direct deposit which a week later didn't happen, then they told me a special check would be sent in a couple of weeks with my brothers name/successor, that didn't happen and then they told me they didn't have my address, I then talk to a supervisor name XXXX and he told my banking info and said it would either be direct deposited or a new check would be sent and if I didn't receive by XXXX XXXX to call him. I just got off the phone with him and he has no answer at this time and said he will call me by the end of his day with an answer.I also received a letter date XXXX XXXX stating that it was confirmed that I'm the owner of the property. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95688
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I are XXXX % XXXX veterans and because of some family medical issues we ended up in Bankruptcy back in XX/XX/XXXX. We were also behind on our mortgage at the time of the filing for bankruptcy, but our house was not included. Around XX/XX/XXXX as we were getting close to our Chapter XXXX discharge, our attorney met with our mortgage company ( Freedom Mortgage Corporation ) attorneys and an audit was conducted which determined everything we were behind on. Some court, and attorney fees were added and the amount came to be XXXX, this amount was divided by 12, which came to XXXX. My wife and I was then asked if we could afford to pay our regular monthly mortgage payment and this additional XXXX for 12 months, we agreed and at that time a court order put into affect. The order called for us to start paying this additional XXXX in XX/XX/XXXX. We followed this court order 100 %, made all payments. We then made our last payment to the trustee and received our discharge on XX/XX/XXXX. When we were discharged Freedom Mortgage Corporation immediately reported us as two months behind on out mortgage. I made well over 20 calls into Freedom and it was determined that when we made that first payment in XX/XX/XXXX, they posted it for XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30815
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: FREEDOM MORTGAGE DEFRAUD US WITH OUR CLOSING COST TO OUR MORTGAGE PAYMENT. {$320.00}, XXXX. IT SHOULD BEEN {$320.00}, XXXX AS WE ARE SELLING OUR HOUSE. TOTAL FRAUDULENT SCHEMES PLACE UPON INFORMATION PROVIDED TO THE MORTGAGE LENDER ARE DECEIPTFUL DISHONEST. LITERALLY DONE DEEMED BIAS, AS USUAL. PROBABLY BECAUSE OF MY LAST NAME SPELLS OUT XXXX FORMAT. OR, JUST CAN'T GET AWAY WITH THEIR EXPEREINCES OF FRAUDULENT EXPERTISE. I NEVER MISS A PAYMENT, NOR WE LATE IN ANYWAY SHAPE OR FORM. DISHONEST PRACTICES IS LEADING OUR COUNTRY SINCE OBAMA WAS IN OFFICE FOR 8 PLUS YEARS. ROCKET OF CORRUPTIONS COLLUSION DECEPTIVE GROWING OUT OF STYLE IN OUR CONTRY INVOLVING FINANCIAL ACTIVITY. FREEDOM MORTGAGE ADDING UNNECESSARY CHARGES TO OUR LOAN BALANCE JUST TO TARGET US FINANCIALLY. OF COURSE. AS USUAL. STRICT SCRUTINY MUST CONDUCT IN ORDER FOR THE LIGHT OF JUSTICE TO PREVAIL ON EVILDOER EXPERT. LIKEWISE TO OBAMA & XXXX AND ALL THE REST TRYING TO BETRAY OUR COUNTRY FIANCIALLY, ETC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89002
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from the county stating we owed {$750.00} and {$67.00} in late fees for property taxes. This later is dated XX/XX/XXXX. We have until XX/XX/XXXX before we are placed on delinquent tax list. I called freedom and they said this was not paid during the closing process and they will investigate and pay any late fees. They also said this takes an average of 21 days to complete. That is too long and because of their error I will be on the delinquent tax list if it is not paid. I asked if I could pay the amount and they said they would need proof and would not cover any late fees. I have faxed information requested and now I wait and hope they fix this by the XXXX otherwise I will pay it so I do not get penalized for Freedom Mortgage 's mistake!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX and XXXX on XX/XX/2018 notified me of a 30 day late payment on my mortgage through my mortgage company Freedom Mortgage. I pay my mortgage electronically through my banking institution and have never been late with mortgage payments in 16 years. The issue is the escrow increased and I was not notified. The actual monthly payment was submitted but the {$40.00} escrow increase was not included. I was not notified of the escrow increase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A