Date Received: 2018-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I got divorced and in the div agreement my ex wife was supposed to give me a quit claim deed signed and notarized so i can keep the home and the children in it. I had the modification completed except for the quit claim deed and the bank terminated the mod because i couldnt get my ex to agree to give me the deed. Even after they approved the mod and i paid the 3 months mortgage to complete the mod. I took her to court to make her sign it but the bank didnt care and expired my mod. So while i had her in court i reapplied for the mod and sent in an updated package. That mod expired again because she wouldnt sign the deed. I than applied for a 3rd mod and this time i had the quit claim deed signed and a completed mod package that underwriting had in there possesion. We were waiting for them to approve mod but while underwriting had mod they never cancelled sale date and thats when the house went up for auction and the bank took back ownership. We now must leave. Freedom mortgage is the reason i lost my home. They were suppose to cancel the sale date once they had the complete package. What can i do to get my home back from a bank that treated me poorly and unfair?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11795
Submitted Via: Web
Date Sent: 2018-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've requested multiple times to remove my PMI with Freedom Mortgage. I'm well under the 78 % Loan to Value requirement and it's been two years. I bought my home in XX/XX/2016 and it was in slight disrepair for {$220000.00} and have since made improvements. Even the appraisal at the time was {$240000.00}. I've since added a home equity through another company. The company did a full appraisal. Since then, I've sent this appraisal to Freedom Mortgage and they refuse to remove my PMI unless I buy and appraisal from them for another $ 400+. This is completely unreasonable. There is plenty of ebeidnce available in the market to show that my value is at least the {$260000.00} needed to remove PMI. Full appraisal from new company came in at {$280000.00}. This kind of practice needs to stop for good borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46112
Submitted Via: Web
Date Sent: 2018-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a target of predatory lending practices form my loan company, Freedom Mortgage. I have recurring bi-weekly payments through this company, and they are charging me an NSF fee for a payment that cleared their system on XX/XX/18. The payment shows it cleared my bank account on XX/XX/2018. I called and requested a review of the fee as the payment never bounced, and both their system and my bank account show the payment cleared as scheduled. After reviewing this fee they are now telling me I need to provide them additional documentation showing my bank account balance from the period of XX/XX/18 through XX/XX/2018. This fee is completely bogus, and they have even admitted that the payment shows it clears on their end. They are attempting to make me clear hurdles and jump through hoops to rid myself of this unnecessary fee. I am concerned that this predatory practice of tacking on bogus fee 's and then requiring the consumer to provide documentation to show otherwise is likely being perpetuated on other customers of this company. I fortunately keep good records, and will be going to the bank tomorrow to obtain the documentation they are forcing me to provide, however I'm certain there are other 's that may not have the same record keeping and may be forced to pay this fee to the company to avoid it snowballing or creating delinquencies. I would like the CFPB to investigate this practice from Freedom Mortgage, and ensure that this fee extortion comes to an end. Again the payment has not bounced, theres no indication in there records that shows the payment bounced. I am happy to provide both my banking statements as well as my mortgage payment history to verify this information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was purchased by Freedom Mortgage in XX/XX/XXXX. Our home owners insurance was paid for by us through XX/XX/XXXX. Currently- Freedom Mortgage is trying to illegally make us escrow our Home Owners Insurance although we have specifically told them that we pay it on our own. They have not changed their billing and are still trying to illegally make us escrow our Home Owners insurance even though they have no legal right.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55304
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I purchased my home in XXXX and since then have had several different mortgage companies buy out my loan. My credit score has always been near perfect and I have had zero late payments on my mortgage/credit cards. In XX/XX/XXXX Freedom Mortgage bought out my loan and since that date I have had several issues with poor communication on Freedom Mortgage 's part, receiving letters weeks after the date they were apparently written or " sent ''. On XX/XX/XXXX I paid my XX/XX/XXXX mortgage payment- the amount I normally pay each month. This was actually paid early. This amount of money was taken out of my bank account and cleared into Freedom Mortgage companies system on XX/XX/XXXX. Late XXXX I received a notice in the mail stating I did not pay my mortgage for XX/XX/XXXX. After investigating with my bank, it was confirmed that I did. I requested paperwork from both my bank as well as Freedom Mortgage company proving this. Early XXXX I received a notice from Freedom Mortgage stating that my account was now past due and immediately called the customer representative from Freedom Mortgage. She informed me on XX/XX/XXXX that my payment was {$60.00} short due to a change in escrow starting XX/XX/XXXX. I was never notified of this escrow change. I asked where my money was since they cleared it from my bank. They told me its been sitting in an " unapplied balance '' fund. I was told that if I made the additional {$60.00} payment right then, then my account would be up to date. I paid the balance of {$60.00} immediately. My late fees were also waived due to the fact I never received the escrow change notice and my payment was actually " not late ''. On XX/XX/XXXX I received a foreclosure notice in the mail stating that If I didn't pay my mortgage I would be in foreclosure. I immediately called a customer representative again on XX/XX/XXXX and was told my account is completely up to date. He made notes stating that the company needs to stop sending me notices and the payment was made on time and placed into an unapplied balance fund. He also noted that I never received the change in escrow notification that Freedom Mortgage claims to have sent. This customer representative told me that this would not be reported to the credit bureau. When I checked my credit score recently, my score had dropped from nearly perfect to the 600 range. I have never been late on a payment and I even made this particular mortgage payment early, yet they are stating it was over 30 days late. I have tried to dispute this issue twice with their credit reporting agency and each time they state the reporting is accurate and will still stand. I have requested the audio tape were my conversations held with their customer representatives were recorded. They told me they would send those to me as it is my right to have them. After 3 phone calls and several emails I still do not have the audio tape where this information was relayed to me. I would like this inaccurate reporting removed from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02184
Submitted Via: Web
Date Sent: 2018-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Contacted my mortgage lender back in XXXX for a refinance at this point I disclosed to them that I had a soft second lien on the mortgage, they said it should not be a problem, they ordered the appraisal. I had the appraisal done and they said that it would not work because it did not come in high enough. I asked if I took my husband off would it work they said yes. They proceeded with the refinance, 2 weeks later the loan officer told me I would need to pay off a debt that was in collection. I told him I didn't have that sort of money and was on a payment plan. He asked if I had a 401K, I replied yes he said you could take that out and pay it off. I took a loan out against my 401K to pay off the debt. I asked the loan officer several times if this would work becuase I did not want to pay this off if it wasn't going to work. He assured me many times. I received a phone call approximately 2 weeks later from another loan officer stating that it was not going to work because when they pulled the title the soft second showed up and wouldn't allow the refinance to go through. I became very upset because this is exaclty why I disclosed this information at the very first phone call. I now paif {$150.00} appraisal feel and took money out of my 401K which I have to pay back monthly. I am now in a worse situation financially than I was previously. I asked them what was going to be done because I was told repeatedly that it would work. They said they would get back to me and of course no one did, I then spoke to someone in customer service and they said they would get back to me and no none did. Today I finally heard back from someone and they said there was nothing they could do. I asked who would be held accountable for this mistake? I received no answer. I was deceived and lied to and put in a financial situation because of someone's mistake. All of their calls were recorded and they stated that everything I stated was true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: There was no " real choice '' for my issue. I did a VA refinance with Freedom Mortgage earlier this year. I would give you the exact dates but this part of my problem. Six weeks ago I contacted a lady named XXXX XXXX who works for Freedom. She was the only " hard contact '' I had. I had a working email address for her. I found out that as a XXXX veteran, I was entitled to the return of something called a VA Funding fee. I had filed for XXXX in XXXX and was awaiting the disposition of that case. While waiting I had applied for a VA refinance and was subsequently approved and closed on the loan in ( I am guessing ) around XXXX/XX/XX/XXXX. I have since received word that a part of my claim had been adjudicated and am currently at XXXX XXXX XXXX rate. I contacted Ms. XXXX concerning this and asked how to go about applying for this refund. I told Ms. XXXX I never received a copy of my paperwork from Freedom when I did my refi. They subsequently sold the loan to XXXX. My first payment actually was to XXXX, but Freedom Mortgage DID close the refi and it was their loan. She gave me the number of another lady to call about getting the paperwork. I called this person and was assured I would have a copy within the week. Three weeks later and I have received nothing. I started emailing Ms. XXXX about this and she has continuously deflected my questions. She has said I should have a copy of the paperwork ( I DO NOT have a copy or I would not be wasting my time ASKING for a copy ). The last 18 days has been a continuous stream of emails with me asking for the paper work and her giving me excuses why I do not need the paperwork. In order for me to talk to and discuss this with the VA I HAVE to know what I am taking about ( i.e a copy of the paperwork so I can answer their questions ). It seems every time I contact her I get a lame excuse as to why I can't get the copies of the paper work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30224
Submitted Via: Web
Date Sent: 2018-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage on the payment that reached 20 % of original appraisal value was sold to Freedom Mortgage. OnXX/XX/XXXX I wrote Freedom Mortgage and requested PMI be removed. They exercised their right to force a new appraisal ( even though home values have went up 20 % ) and due to the cost of appraisal wiping out the difference I decided to wait until the 22 % mark was reached where they are required by law to drop PMI. They have not removed PMI charges against me even though I have exceeded 22 % of original appraisal value. Once they charged me PMI after exceeding 22 % I wrote them again on XX/XX/XXXX informing them of the homeowners protection act and demanding PMI be removed going forward. I received a generic canned response and on XX/XX/XXXX they again charged me PMI. I have never been late on a payment in fact I have made additional principal payments each month. My current loan remaining is XXXX ( not including the payment today. ) with an original appraisal value of XXXX. According to the Homeowners protection act they are required to utilize the original appraisal value and are required to remove PMI at 22 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97478
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were told that we would be able to do a recast of our loan one time when we first signed with XXXX XX/XX/XXXX. Since then our loan was sold to Freedom Mortgage In Indiana. I contacted Freedom Mortgage via phone on XX/XX/2018 to ask how i go about the recast. They recognized i was a VA loan and thanked me for my service, then proceeded to tell me that i would have to send in a check for {$250.00} for the processing fee. From there they would contact me back to arrange the payment. We sent them the check that was posted on XX/XX/XXXX. On XX/XX/XXXX i contacted them back since i had not heard from them they said i would have to wait. XX/XX/XXXX they contacted me back to tell me how to send the money and verify that it had to be a cashiers check. We did everything they asked and they cashed the check on XX/XX/XXXX. I heard nothing from them after that until i received a letter on XX/XX/XXXX Denying my recast. When i called them they told me it was their company policy not to allow recasts for any VA loans. Then then told me to send an email requesting the money be refunded since they had applied the {$250.00} to principle and left the {$100000.00} in an unapplied bucket. I was assured that the email was received while i was on the phone and told it would take up to 48 hours to return the money. On XX/XX/XXXX i had not received anything back so i called them again. they said they would have the money deposited no later than the XX/XX/XXXX and they confirmed my routing number to wire transfer it. On the XX/XX/XXXX i called them back again because the funds were not transferred, and they confirmed my routing number again and said they were sorry and they would have the money transferred no later than Thursday the XX/XX/XXXX. I waited until today XX/XX/XXXX to call again because no funds were transferred. I spoke to Employee ID # XXXX and was informed that they have changed the completion date again and i would be expecting the money by XX/XX/XXXX. I asked to speak to a supervisor and was told that Supervisor # XXXX was in a meeting and i should expect a phone call back by XX/XX/XXXX. This entire process is highly frustrating, every time i called before the money was sent they thanked me for my service and told me it was a VA loan. Yet they still instructed me to send in the money. Then they did not apply it and just sent me a form letter with no explanation of how to get a refund. When i begged for my money back i was told that it was easy and they would take care of it. Every time i call them they change the due date farther out and keep my money. This at best bad business practice. We have made on time payments every time and have done everything asked of us but yet we can not seem to get the money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 778XX
Submitted Via: Web
Date Sent: 2018-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a loan modification and made all three of the trial payments on XXXX XXXX and XX/XX/XXXX. My modification paperwork stated I made all my trial payments and was accepted for the modification and on XX/XX/XXXX my first payment of XXXX would be due and would be my payment until escrow was figured out I received a letter that on XX/XX/XXXX my payment would increase to XXXX which would be my new payment with escrow. Called to make XXXX payment and agent said would not take payments of XXXX needed to pay XXXX I said my paperwork says XXXX is payment for XXXX and XXXX and XXXX XXXX I had 5 agents tell me to pay XXXX and 4 agents tell me no XXXX and 6 supervisors told me only XXXX and 4 supervisors told me no XXXX one supervisor took a XXXX payment said it was correct and someone else canceled it out because it was not XXXX this went on for 3 months until mortgage was 3 months behind 20 calls later it was never fixed and now 4 months behind and no one agrees on XXXX and XXXX payment amount just filed act 91 notice XX/XX/XXXX this is with freedom mortgage XXXX XXXX XXXX XXXX TX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A