Date Received: 2018-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Some time during the month of XX/XX/XXXX Freedom Mortgage sold my loan to XXXX XXXX I received noticed on XX/XX/XXXX. However on XX/XX/XXXX Freedom Mortgage drafted my bank account for loan payment that came due I noticed this on XX/XX/XXXX on their website where I make payments it showed where it was drafted XX/XX/XXXX but it was reversed on XX/XX/XXXX. I called Monday XX/XX/XXXX to inquire about the reversal I was told it would take a couple of days it was done electronically. So I waited a couple of days still not returned to my bank Wednesday XX/XX/XXXX I called again questioning the money that was taken out I was then told give it till Friday. By this time Im worried cause now my bank account goes negative balance because of the other bills that came out so I have to go take out a loan because the money freedom took out is still not replaced. Friday XX/XX/XXXX I call freedom mortgage again asking for my money to be put back into my bank because I have made my house payment to the new mortgage because I dont want my house payment to be late. I was then told another story now the date to expect it is by XX/XX/XXXX I had told them that they take the money out electronically and they get it in one day but when you supposedly show you reversed the payment you give me all these dates electronically shouldnt take very long for my money to be returned. So I call again Monday XX/XX/XXXX spoke to XXXX questioned my money once again this time Im told another story now they tell me they sent my money to the new mortgage holder I had told them they they in fact did not he insisted thats where it went. I get off the phone with him call my new mortgage holder ask if they had received any money from freedom mortgage because Ive done made the payment I was told by XXXX XXXX they have no record of any monies from freedom and that if it was sent to them it would have had a tracking number and that the only money received was from me when I made the house payment. I get off the phone call freedom mortgage right back and tell them once again they did not send my money to new mortgage holder and that the money needs to be put back into my bank account. This time Im told you do know your loan was sold I said yes but that you have taken {$680.00} from my bank that you say you have returned to my bank and as of today its still not in there I was put on hold so that the matter can be looked into he comes back on the phone tells me its now a enternal problem and they are giving themselves till XX/XX/XXXX to have this resolved because now they dont know exactly where my money is he told me its in a XXXX and not sure where the money will be placed. So as of today XX/XX/XXXX I have yet to receive the reversal they claim they did I just want my {$680.00} back in my account. When you are expecting your money to be put back into your account and its not and now I had to create a small loan to cover what they cant or wont replace its unnecessary debt that I have incurred. I would like my {$680.00} back in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 749XX
Submitted Via: Web
Date Sent: 2018-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were in an area affected by Hurricane Irma in XXXX of XXXX and my wife was unable to work due to businesses that were affected by the storm for 3 months. We were offered a " Special Forbearance '' by the mortgage company handling the loan, XXXX XXXX XXXX XXXX XXXX, during the disaster. Once we accepted the " Special Forbearance '' no one told us all of the payment would be due at once nor did they tell us anything about the terms of the " Special Forbearance ''. and that the servicing of our loan was sold to Freedom Mortgage at the end of the Special Forbearance. We have contacted a HUD Approved Housing Agency and they have been helping us with the paperwork needed for Modification. Each time that Freedom Mortgage asks for paperwork we send it to them right away, and this process has been dragging on since XXXX of XXXX and they keep asking for the same paperwork over and over stating it is the underwriters. We feel we have been deceived, we feel that Freedom Mortgage is dragging this process on so that they can eventually file foreclosure and take our home, which was not behind until this happened, and we don't want to lose our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2018-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We sent a payment to Freedom Mortgage by electronic transfer from XXXX XXXX on XX/XX/2018. It was never credited to our account with Freedom mortgage although the loan number was correct. I wrote to Freedom Mortgage by email on XX/XX/XXXX. They sent me a letter on XX/XX/XXXX, received XX/XX/XXXX stating that I should NOT have written to them by email ( although the web site told me to do so ) and that I should have written to them at a new address in XXXX. They said they never received payment and are demanding a front and back check copy ( which does not exist ) and a copy of " ... .your full running bank statement showing the running balances from the date of payment until the current date showing your payment in question has cleared your account and is not showing as Pending is needed fro further research .... '' I do not understand how they can credit other payments appropriately using the SAME method before and after the payment in question. I want they to find the payment and credit to my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX and XX/XX/XXXX Freedom Mortgage lost my mailed in payment and filed derogatory reports to the credit bureaus. Though I immediately responded to them when they called stating my account was late with the check numbers, tracking numbers ( proving delivery of payment ) and amount of payment, EACH TIME they would not accept this information to begin to research the lost payment. EACH TIME they REQUIRED me to provide the front and back copies of the payment before they began to research. EACH TIME they provided the credit bureaus with derogatory reports about my payment history. EACH TIME their collection agents erroneously called me multiple times a week. This is highly unprofessional on Freedom Mortgage 's behalf to misplace payments and falsely state to credit bureaus that customers are late on mortgage when in fact their employees are negligent in their processing of payments. When Freedom Mortgage recognized the error, they should have IMMEDIATELY submitted corrections to my credit report rather than wait for me to continuously follow up with them regarding this error. In an age where EVERYTHING is maintained online, it is hard for me to believe that Freedom Mortgage is unable to search check numbers and access how the money was applied on their end. Freedom Mortgage should IMMEDIATELY change their procedures for the applications of mailed in payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28105
Submitted Via: Web
Date Sent: 2018-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My VA home loan has been in a loss mitigation for 2 years. The company, Freedom Mortgage, was still waiting for my previous loan company ( XXXX XXXX ) to forward the mitigation packet I had begun with them, for 2 months before my suggestion of me resending the packet to them was accepted. After delinquent amounts rose to high levels I could never repay and my VA approved counselor began pushing on her side, a mitigation was approved, my acceptance sent back and loan papers sent out to be returned within 5 days - I received a letter 7 days later saying mitigation denied for lack of papers being returned, maybe I could re-apply! My VA approved counselor pushed back and found XXXX had left a package on my porch, no signature required and still hve n't found! Another packet sent out, but legal property described therein was for an address in another state! A month and a half later ( with more pushing from my counselor ), a corrected packet was sent but letter received mitigation denied, paperwork never returned - maybe you can apply again!! XXXX had dropped on porch, no signature required and package never found! A new package sent, signed and returned. 2 months previous, our insurance dropped our home insurance because Freedom told them it was in foreclosure and they couldn't reinsure without approval from Freedom and issued a closeout check. Freedom told me insurance would be figured on new financing and refund was between insurance and me. Insurance said they couldn't take it back because Feedom had closed it! So after packet sent in, we received a letter notifying of escrow shortage ( amount of refund sent back! ) and notice of higher expected payments due! As of todays date, still haven't received final loan docs but told that first payment due last week ( a week after final docs sent in! ) was {$170.00} more than our original house payment that we were stuggling to make!!! So after 2 years, it appears that my only recourse is to let them have the house - i'm to the point employment-wise that the original payment amount would be do-able, but their efforts did nothing but cement a bad deal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 847XX
Submitted Via: Web
Date Sent: 2018-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made my first payment on our new mortgage with Freedom Mortgage - I wanted to setup recurring semi-monthly payments ( offered on their website - mobile and desktop version ). So, I had to make another payment to be ahead enough for payments to work. So on XX/XX/XXXX I made another and have been trying ever since to setup recurring payments that will be draw on the XXXX and XXXX of every month beginning on XX/XX/XXXX. Every time that I've tried to set this up I've gotten an error message that says " Were not able to access your loan information at this time '' on their website and nobody at the customer service help line seems to know what the issue is. First I was told it was simply because I was trying to do this on my phone, through their mobile-friendly website. Then, when I borrowed a laptop I was told it was because I was using XXXX XXXX - listed as an approved internet browser on their website. Next I was told that there may be an issue with my account but I'd need to fill out a form to have it looked into. I've done everything that I was told I needed to do to make this mortgage payment process simple and seamless with automatic, split semi-monthly payments but nobody at Freedom seems to know what is going on or how to fix it. Most of the customer service representatives have sounded very nice but are so scripted in what to say that once the conversation doesn't go where their script says they become nervous and uneasy about what to say. I'm worried that my complaints don't seem to go where they need to go with this Servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97321
Submitted Via: Web
Date Sent: 2018-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home on XX/XX/18. Settlement for the mortgage in full was WIRED to Freedom Mortgage the same day and online it does show that the principal balance is XXXX. I have called an confirmed that there are no further payments on the loan needed. I have also confirmed that they have in escrow {$3300.00}. I have receipts that the property taxes for 2018 were paid through the title company in full in the amount of {$2200.00} ( an escrowed item ) and that obviously the insurance company will not need to be paid as the house was sold. So I am owed the full amount in escrow of {$3300.00}. I have been told that t hey will not pay me interest for the time they have held my funds. As of today,XXXX, they have not refunded me my money from escrow. I feel that because this payoff obviously was paid via wire ( the money is not in dispute ) and that all other items have been paid that my money should be released immediately or I should receive interest for the time they have my money. It is wrong for them to hold my money for no reason. I don't care if that is " their policy ''. Policy does not mean it is the right thing to do. They are making money on those funds every day and I am being denied access to my money. I can see a delay for up to 72 hours for processing but anything after that should not be allowed.
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: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX our home was flooded by Hurricane Harvey, almost 15 months ago. Since that time we have been paying monthly rent to live in an apartment in addition to paying our monthly mortgage payment since the home is uninhabitable. We have not missed nor have been delayed on any payments. The City of XXXX declared our home substantially damaged, which means that we are required to elevate the existing XXXX house in order to receive City permits for renovation, or we must tear the house down and build a new, elevated home. We have opted to tear the house down and build a new, elevated home because costs to elevate the existing house and complete post-flood renovations are estimated to cost $ 350,000- {$400000.00} or more. Our flood insurance claim of {$150000.00} was settled in XX/XX/XXXX. We owe approximately {$230000.00} on our existing mortgage, which will leave a remaining balance of approximately {$82000.00}. The issue we face with Freedom Mortgage is that they are holding the insurance claim funds in escrow despite our repeated requests to apply the funds to the payoff of the mortgage. I have spoken to numerous representatives in their Customer Care Center and in the Loss department. We have made numerous requests over many weeks/months. I have spoken to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, and likely others. No single person takes ownership over our case, which means we must explain our request brand new to every person. When I have asked to speak to the same employee again, I am told the person is busy or unavailable. They tell us that we should pay the remaining balance of approximately {$82000.00}, at which point they will apply the insurance funds to the balance of the mortgage. But they refuse to issue an official payoff letter nor provide this process in writing. In my attempts to receive what we need, I have requested and have received two official payoff letters from them. Both state the full amount of the loan, approximately {$230000.00}. We have been approved at another bank for a new construction loan, and they will assume the remaining balance of our current mortgage in our new construction loan, but they can not do this without a formal payoff letter that states the true payoff amount of approximately {$82000.00} and a clear statement that in paying this amount, the lien will be clear. At one point I even called Freedom to make the payment myself, desperate to move past this, and I asked for instructions on how to wire the funds. The Freedom employee I spoke to was uncomfortable giving me the instructions due to concern that the Loss department would not apply the flood insurance money to the remaining balance. She, herself a Freedom Mortgage employee, did not want to move forward as she was worried that we would make the large payment of funds without guarantee that they would pay off the loan with the funds held in escrow. We think that Freedom Mortgage is acting unethically. They have zero motivation to apply the flood insurance funds to our loan. Every month they collect a mortgage payment from us, and they are likely collecting interest on the flood insurance funds held in escrow as well. We need your help to rebuild our lives. Please help us move past this horrible event and get back home. Please, please help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77096
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Up until XX/XX/2018, I have always paid extra money for my monthly mortgage payment. The extra money would be credited towards principle reduction. In XX/XX/XXXX they made a change to this. They credited my extra payment towards the following months principle and interest. I called them to rectify and asked them not to use extra funds towards the next months payment instead use it to reduce my principal. They did the same for XX/XX/XXXX and XX/XX/XXXX where my extra funds were used towards the following months payments and not towards principle reduction. the Company is Freedom Mortgage XXXX XXXX XXXX XXXX, XXXX XXXX Mt. XXXX, NJ XXXX United States Lender NMLS ID : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2018-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I keep getting calls from my mortgage holder Freedom Mortgage. They call my phone as well as my wifes phone several times a day. And sometimes Im Sunday. I want them to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A