Date Received: 2018-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PAYMENT I MADE FOR XX/XX/2018 IN THE AMOUNT OF : {$1500.00} CHECK # XXXX CLEAR OUR BANK ON XX/XX/2018 ; PAYMENT SENT TO FREEDOM MORTGAGE ON XX/XX/2018. And I received a letter from Freedom Mortgage stating, As of the date of this letter we have not received your payment due XX/XX/2018. and my Bank Statement showing check # XXXX clear my Bank on XX/XX/2018. also, Freedom Mortgage never acknowledge my Tax Exemption, and my own home-owner insurance, Never remove from my ESCROW PAYMENT EVER SINCE. AS WELL, THE RATES KEEP GOING UP HIGHER AND HIGHER WITHOUT NOTIFYING US ABOUT THEIR CHANGING MADE ON OUR VA MORTGAGE LOAN. ASKING FOR STRICT SCRUTINY TO BRING THE LIGHT OF JUSTICE, AND RIGHTEOUSNESS TO THIS UNSCRUPULOUS, MALFEASANCE CONDUCT BY FREEDOM MORTGAGE. GOUGING US FINANCIALLY, AND FINAGLE CF. FILCH US FINANCIALLY. MY TAX-EXEMPTION ... .PERSONAL EXEMPTION NUMBER : XXXX FOR QUESTIONS CALL : XXXX. THANK YOU FOR YOUR INTEGRITY HELP. XXXX WAS THE BUILDER OF OUR HOUSE WE'RE AT RIGHT NOW.
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: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has a very, very dated website that is extremely troublesome and won't process payments half the time. I have reached out to their customer service to see if there were options to pay my bill besides having to call the customer service number and speak with a representative. In XXXX when I attempted to pay my bill, I had issues and sent several emails with no follow up. Please note, there were additional problems making the XXXX payment. I was unable to pay on the site, through the automated system, and got disconnected from waiting on a customer service representative. I called on XX/XX/XXXX alerting the representative of the troubles I encountered the previous night. She stated there were a few issues due to heavy processing at the end of the night on XX/XX/XXXX. She stated that a supervisor would call me to assist. I never heard from anyone until I called after I was reported 30 days late on my credit. Please note, the company acknowledged that they received my email about issues with payments but the ball was dropped. I did alert the representative that a call was made to make my payment on XX/XX/XXXX but it did not go thru. They have marked my credit ( which has dropped scores tremendously XXXX, and they will not budge and offer a goodwill adjustment. I provided the company with a copy of my call log showing I was on the line with Freedom Mortgage for 14 minutes before being disconnected. I have sent multiple emails with the evidence I just described, showing that this was a fluke mistake. I emailed all of the executives, including the CEO. There are dozens of consumer complaints on The XXXX ( and XXXX, and virtually every other outlet ) outlining problems with ability to make payments. It is very alarming that when I reached out for help the month before with customer care and leadership, no one offered assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the past 6 months I been calling the company with problem. Not one time have they told me I was underpaid in anything. Now they saying I owe them XXXX dollars more than my fixed interest rate contract without notify me until the very end of XX/XX/XXXX. I call them on XX/XX/XXXX with question and they did not say i was underpaid. I want a refund of XXXX back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99705
Submitted Via: Web
Date Sent: 2018-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After loss of employment due to Hurricane Irma, we requested a Loss Mitigation back in XXXX from Freedom Mortgage. We sat with our XXXX point of contact and filled out all the required paperwork and submitted the complete package to Freedom. Thereafter, several requests for updated bank statement and pay stubs were requested to be re-submitted to underwriting. After the first submission they kicked it back stating that, because of the lengthy process, new bank statements and pay stubs would need to be submitted because more than 30 days had elapsed. We resubmitted the paperwork and the same thing happened again, only this time they said we were missing paperwork that, after multiple calls and speaking to more than 2 different representatives, they realized the documents they were requesting ( bank statements from XXXX thru XXXX ) actually WERE on file and had been " overlooked ''. We were advised that underwriting has 30 days to review, however, they kick the paperwork back stating new updated documents are required. On XX/XX/XXXX we received yet another letter ( see attached ) requesting additional paperwork ( bank statements/pay stubs for the prev 2 months and 30 days of pay stubs ). We again submitted the requested information only to receive a call stating that the package was STILL incomplete. A subsequent letter ( XX/XX/XXXX, see attached ) stating that a document had been future dated ( Unemployment Affidavit, originally signed and submitted in XXXX ) and needed to be re-signed and resubmitted along with, again, updated bank statements on all accounts. We did so but questioned why this wasn't noted the first ( or second ) time the package was sent to the underwriters, or in either of the previous letters. Again, we receive notification that the package was yet again denied because saving 's account bank statements for the month of XXXX were not provided. I provided all available bank statements as well as a screen capture of my bank 's account summary and explained in the same email containing all of the requested and updated documents, that the month of XXXX was NOT available for the Saving 's account as they are dated from the XXXX to the XXXX and we were mid-month at the time of the request. Once again, on a subsequent phone call with rep XXXX ( ID # XXXX ) she reiterated that the package was not complete due to the missing Saving 's account bank statement. I explained : " in the email, both an explanation and a screen capture of all available bank statement 's per our bank 's website was submitted ''. She stated that she could see all of the bank statements but had no visibility into neither the email nor the screen capture image provided and that another department would need to make those available. After requesting a supervisor she came back on the line stating that she'd spoken to a supervisor but they were unavailable ( in a meeting ) and that she'd spoken to a supervisor from another department. We again requested a supervisor and XXXX ( ID # XXXX ) came on the call and stated he could clearly see all of the files submitted. We asked why the previous rep said she couldn't see the files nor access the email and why we were constantly being given miscommunication and false information regarding the status of the package. He stated that he could not explain why she stated she couldn't see the emails or the screen capture of the Saving 's Account Summary but went on to review the entirety of the file. Thereafter stated he would request this to be escalated and resubmitted to the junior underwriters for re-review since all previous bank statements for the Saving 's account were clearly dated XXXX - XXXX. He also stated that because so much time had elapsed between our original Loss Mitigation request ( XX/XX/XXXX ) that we were now out of FHA document compliance which needed to be within 90 days. We have exhausted all other options and have obliged to every single request but they have kept us in a loop of sending documents, delaying the review process, re-requesting the same documents and now pushing our original FHA submission past the 90 day requirement, prompting us to have to resubmit all of the documents all over again. This has been a " jumping through fire hoops '' scenario and a constant runaround.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33971
Submitted Via: Web
Date Sent: 2018-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In reference to loan number XXXX through Freedom Mortgage for XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX I accidentally paid my property tax out of pocket when I was sent a bill for it in XX/XX/2018. This is normally covered by my mortgage company as a part of my escrow account and monthly payment. I informed Freedom Mortgage of the mistake and was told I would be refunded the full amount of {$1500.00} when the escrow was analyzed in XX/XX/XXXX. This is shown on page two of the attached statement, listed under " checks and substitute checks. '' It was check number XXXX, paid in the amount of {$1500.00} on XX/XX/18. I called again XX/XX/XXXX after not receiving a check in XX/XX/XXXX and was told there was no record of my original conversation and that I needed to submit a bank statement to prove I paid the amount out of pocket. I did this promptly to their customer service email, as instructed and did not receive a response other than an automated " receipt of email. '' it is attached below. I called again 10 days later to inquire as to the receipt of the email and was told I never needed to submit a bank statement and that they would begin an escrow analysis. I received a check in the sum of XXXX $ on XX/XX/XXXX. This sum is still deficient {$490.00} from the initial payment I made on my property tax in XX/XX/XXXX. I would like to be refunded this amount, as I was promised in XX/XX/XXXX of this year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62221
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/18 - company still shows payment due on online and automated phone system and has added a {$26.00} fee ( assuming late fee ) to my normal {$890.00} payment. The loan is PAID OFF! as of XX/XX/18. The system should reflect that there is NO PAYMENT due! I can not trust that your company will do the right thing and not report a 30 day late at the end of the month - even though my loan is paid off and there is nothing due. On XXXX.XXXX.18 in talking to XXXX # XXXX, I was informed that it could be 3 to 6 months for the system to update with no payment due! Are you kidding me? This is totally unacceptable! When a payment is made the amount due should immediately update - If credit card companies can figure out how to do this then surely Freedom Mortgage can figure it out! You are putting out incorrect information to your customers. I do not see how this can be acceptable to anyone! Seriously, this is a SIMPLE programming change.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70726
Submitted Via: Web
Date Sent: 2018-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: URGENT : XX/XX/2018 : Called Freedom Mortgage as I sold my home on XX/XX/XXXX and a payoff check was sent to Freedom Mortgage and signed for on XX/XX/XXXX by someone named XXXX XXXX. Spoke to XXXX and explained that the payoff check for my mortgage was sent and XXXX XXXX signed for it. XXXX advised we sent the payment to the wrong address and we " dropped the ball '' on our end. I then immediately asked to speak to a supervisor as it has been two weeks since they signed for the check and my account was still open and they did not know where the check was. Was transferred to XXXX 's supervisor XXXX ( Employee # XXXX ). I emailed the packet from XXXX XXXX as proof someone at Freedom Mortgage signed for the check. XXXX advised she would call between XXXX EST on Thursday, XX/XX/2018. XX/XX/2018 : Called Freedom Mortgage as I had not received a call from XXXX. I don't remember the employee 's name from this call but Freedom Mortgage has record of this. I was told by this employee that no research or work had been done on my account and that XXXX was not in the office. I then asked to speak to a manager and was told that this employee 's manager would not talk to me but would call within 24 hours. XX/XX/2018 : Called Freedom Mortgage as I never received a call back. Spoke to XXXX. I immediately asked to speak with a supervisor. Spoke with XXXX ( Employee # XXXX ). I explained my situation and XXXX advised he would reach out to check cashing to see if they had the check and it was not being deposited and if so what the issue is. XXXX advised he would call Monday, XX/XX/2018 by XXXX XXXX EST. I never received a call from XXXX. XX/XX/2018 : Called Freedom Mortgage and spoke to XXXX ( different XXXX ). XXXX had given me his direct number and said I could call him. XXXX advised she could not transfer me to XXXX. I asked to speak to her supervisor and they would not come to the phone and I was advised that she would request they call me back. I sold my house on XX/XX/2018 and my mortgage is still open. Freedom Mortgage signed for the check and can not tell me where it is and no one in customer service has helped me or even attempted to look into this. My XX/XX/2018 payment is approaching and I should not have to pay this since I don't own the home and have paid off my prior home, however if I don't pay it, it will affect my credit and I am in the process of purchasing a new home. Additionally, I asked my billing be put on hold and no one at Freedom Mortgage agreed to do this, therefore I will still be receiving a bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2018-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We sold a property in XXXX, WA, XXXX XXXX XXXX XXXX, XXXX, WA XXXX, and closed on XX/XX/2018. We contacted the Mortgage Company, Freedom Mortgage, and gave them a change of address to send our escrow refund. On or around XX/XX/XXXX my wife contacted them to verify that they indeed had our correct address and asked if they had sent an escrow refund. They stated that a check was issued on XX/XX/XXXX and mailed on the XXXX. We waited a week, and called back stating we had not received the escrow refund, but did receive other mail from Freedom Mortgage with our correct address. They said give it 5 more days and then if by XX/XX/2018, we had not received our check they could void the original check and send us a new one. The following day we received an account closing statement, with no check, so we called them back and asked if the figures were correct, they said yes, and then we inquired as to whether a check should have been in that statement and they said " sometimes ''. My wife called back today, XXXX XXXX, 47 days after we closed on the property, and they told her they would void the check and submit another within 10 days. I got irritated and asked why another 10 days and they said it was " Policy ''. I asked what the federal requirements were for refunding an escrow account and they did not answer the question. I then asked why they did not cancel the check when we first contacted them and told them there was an issue, they said they could not. After repeated questioning they did admit they could have cancelled the check but their policy is not to, but rather re-submit a new check after the 10 day period, meaning we would not receive our escrow refund for well over 60 days after closing. I went to CFPB website, found where the law states they have 20 days to return the escrow, and I am asking for your help. We did our part by contacting the mortgage provider multiple times to inform them of the issue, waiting patiently, and now we have been lied to concerning the policy of the company, that a check was sent when one was not, and that they had up to 60 days to refund and escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75078
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortagage has not sent us the {$1200.00} that was remaining in our escrow when we sold our house. The house closed on XXXX and we should have received it by now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2018-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was trying to payoff the balance of my mortgage with Feedom Mortgage. They would not quote a payoff over the phone or in the website. They said there is a {$30.00} charge for the payoff amount. I am not selling or refinancing my home. I sent a check from my banks bill pay for {$34000.00} which was the principal balance on my statement. The check was dated XX/XX/18. On XX/XX/18 I received a letter with the check enclosed saying the funds must be certified. I called customer service on XX/XX/18 and was told by the CSR that it was against the law to accept the check. I asked her what law she was referring to. She could not answer but said they could not accept more that {$9900.00}. I told her that was referring to CASH transactions, not from accepting checks. I feel that Freedom Mortgage is not acting in good faith and trying to put obstacles in my path to collect more interest and fees. Also, I found my loan agreement and Truth In Lending Disclosure from my loan and there is no mention of a {$30.00} payoff fee. ( I did not have to have it in writing ) I am now required to pay a fee to my bank to issue a cashiers check to pay the account plus an additional months interest on the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2018-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A