Date Received: 2018-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, I purchased the home located at address listed above. The mortgage lender was XXXX XXXX XXXX XXXX ( XXXX ). The home is a condominium. Every year, XXXX has accepted my certificate of unit owners insurance through XXXX XXXX. XX/XX/XXXX, my mortgage loan was transferred from XXXX to Freedom Mortgage ( FM ). XX/XX/XXXX, FM requested me to provide proof of Unit Owners insurance. I provided my current certificate of insurance with the same policy terms as the one I have held since XX/XX/XXXX. The coverage period was for the period of XX/XX/XXXX to XX/XX/XXXX. FM accepted my certificate. Since then, FM has bombarded me with phone calls, voice messages, and mail about refinancing my loan. I declined all of their offers. XX/XX/XXXX, FM again requested me to provide proof of Unit Owners insurance. I furnished the current certificate of insurance covering the period of XX/XX/XXXX to XX/XX/XXXX. XX/XX/XXXX, FM sends me a second and final notice, stating that I need to provide Unit Owners insurance or they will be purchasing " force-placed '' insurance at a cost of {$700.00}. XX/XX/XXXX, I called FM 's Insurance Center in XXXX, South Carolina. I was told by a customer service rep ( CSR ) named " XXXX '' that my certificate of insurance was received and was not acceptable. " XXXX '' could not state why this policy, with the very same terms as the one that FM had accepted in XX/XX/XXXX, was now unacceptable. XX/XX/XXXX, I purchased additional Unit Owners Insurance through XXXX XXXX and my insurance agent faxed the certificate to FM. I also called FM the same day and requested them to stop all of their offers of refinance to me, especially as their offers named me as a veteran when I was not. XX/XX/XXXX, I called FM to verify that my policy was received and accepted. I spoke to a CSR named " XXXX '' and she told me the policy was received, and I would not have to pay for any additional " Force-Placed '' coverage through FM. XX/XX/XXXX, FM sent me another letter. FM claims that since there as a lapse in coverage from XX/XX/XXXX to XX/XX/XXXX, they would be purchasing additional Force-Placed insurance for me for that period, for the cost of {$99.00}. XX/XX/XXXX, I spoke to a FM CSR named " XXXX ''. I questioned why both of my XXXX and XXXX XXXX policies were not sufficient for FM. I questioned why FM deemed my XXXX insurance policy acceptable in XX/XX/XXXX but unacceptable in XX/XX/XXXX, when the policy terms had not changed. XXXX claims that " someone from your HOA or insurance company '' informed FM that the policy covered HO6 back in XXXX. She could not provide any record of who exactly FM had spoken to at my HOA or the insurance company. " XXXX '' told me that I would have 45 days from XX/XX/XXXX to provide proof of coverage from XX/XX/XXXX to XX/XX/XXXX, otherwise FM will require me to pay {$99.00} for coverage with XXXX XXXX XXXX XXXX ( XXXX ), a subsidiary of XXXX XXXX, a large insurance corporation who has worked with mortgage lenders to engage in fraudulent Force-Placed insurance kick-back schemes. I believe FM is engaging in fraudulent and predatory practices, in collusion with XXXX and XXXX XXXX to con homeowners into purchasing insurance coverage they do not need. FM bills itself as a premier mortgage lending company for veterans. They prey on the men and women who serve our country. I believe FM is using these tactics to retaliate against me because I declined all of their offers of refinance, and because I reprimanded them for not removing me from their veterans contact list. I currently suffer from major XXXX and XXXX XXXX, and my experience with FM has led me to experience great hardship.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2018-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my mortgage on XX/XX/2018. The mortgage company is Freedom mortgage. I held the the mortgage for approximately 10 years and never had a late fee. I was told that since I did not send my XXXX payment in, due to closing that was scheduled for XX/XX/2018, and it was over 30 days, they had no choice but to report against my credit. It was one day over 30 days when the mortgage was paid in full. Freedom mortgage XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08844
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I've been told by my point of contact XXXX XXXX # XXXX my file has been in underwriting since XX/XX/2018 and I would have a decision within 30-45 business days it is now XX/XX/2018 and still no resolution of response. I have called weekly to check on the status of the modification and I get the same response week by week there is no resolution we will escalate the issue but no response and XXXX point of contact has failed to reach out to us. We have been complaint to all of the request and would like a resolution asap. I also requested to speak manager XXXX XXXX # XXXX and he is never available to speak to according to representative. I need your help in resolving this issue. I feel they keep prolonging the decision to collect more money from me. I am more and more delinquent on my loan the longer they take to give me a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 703XX
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home was destroyed by XXXX XXXX in XX/XX/XXXX, my mortgage servicer Freedom Mortgage gave ma a 3 months forbearance, them extended it for another 3 months, for a total of 6 months. After the 6 months forbearance ended in XX/XX/XXXX, my house was still being repaired and I asked for a disaster modification to bring my payments current. I submitted all of the paperwork they asked for, they cost it several times, then when they finally acknowledge they had everything my file was sent to underwriting. Underwriting came back and said that there was a lean on my title. You see I did not have flood insurance, because I was not in a fold district, the only reason my home flooded was because the XXXX XXXX XXXX XXXX open the reservoir and flooded my entire community. XXXX gave us all loans to repair our homes and they put a lien on the property. XX/XX/XXXX, I called my mortgage servicer and found out they stalled my modification stating I needed to pay off the lien. I asked customer service to please have the person that was assigned as my single point of contact to please call me, I needed to know what could be done to save my home, no one ever contacted me. In fact throughout the modification process, my single point of contact has never responded to any of the request I've submitted for her to contact me. Since I could not afford to pay off the lien, I contacted XXXX, and they said they would do a subordination, but they needed the new loan terms. XX/XX/XXXX I went back to Freedom mortgage and they said since the modification has stalled they can not give me new loan terms. I asked Freedom mortgage to please provide something in writing so that XXXX could subordinate the title, but they refused to give me anything. On XX/XX/XXXX, I went back to XXXX and they contacted Freedom Mortgage and requested a letter stating what the terms they were looking at for my modification. That request was submitted with a turnaround time of XX/XX/XXXX. On XX/XX/XXXX when I called for an update on the letter I was told, I needed to give it some more time to received that letter via email. By XX/XX/XXXX I still did not get the letter, so i called Freedom mortgage and spoke to a rep XXXX, she said the letter was sent to the wrong dept, so she sent another request to the correct dept. On XX/XX/XXXX I received a letter from freedom acknowledging the payment I made for XX/XX/XXXX, I was trying to prevent my home going into foreclosure. It showed me a total amount due of {$8100.00}, but when I call the automated system give me a different amount. I ask rep XXXX why I was getting 2 different amounts due and she told me to disregard the letter. I am now very sure that something underhanded is going on. They are stalling in giving me the information needed to get this modification completed, giving me incorrect amounts due, and threatening to foreclose on my home. Dealing with Freedom Mortgage is worse that going through the flooding and having to be evacuated by the XXXX XXXX during XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77450
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To begin with, Freedom Mortgage never responded to my complaint of XX/XX/2018. To repeat my complaint, on or about XX/XX/XXXX, my monthly mortgage was mailed to Freedom Mortgage but as of this moment ( Monday, XX/XX/2018 @ XXXX XXXX ) my check has yet to be cashed. I have contacted Freedom Mortgage many times but each time was told that my check had not arrived, per my complaint of XX/XX/2018 to the Consumer Financial Protection Bureau ( Complaint # XXXX ) I kept calling Freedom Mortgage because I was totally stressed out about their not having received my check. They kept telling me it was most likely the fault of the Postal System. On XX/XX/XXXX I again called but was again told ( name withheld ) that my check had not arrived. I suggested that it might be stuck in the mail room somewhere. I was told that this was not possible because checks are processed as soon as they arrive. Well, I called again on XX/XX/XXXX and was informed by the person who answered ( name withheld ) that my check had arrived on XX/XX/XXXX but was only processed that very day - XX/XX/XXXX! I want to submit a BIG complaint about Freedom Mortgage for their lies and their inability to process my check in a timely fashion. They do this every month, sometimes as late as just a couple of days before the XXXX of the month which is typically the date after which one is charged a late fee. This stressed me out completely because I have a very good credit rating and I do not want this affected by the gross negligence of Freedom Mortgage. I am very sorry that my last mortgage company sold my mortgage to Freedom Mortgage which has not shown to be an efficient or trustworthy mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is the servicer of three of my mortgages. They frequently send mail solicitations via USPS promoting refinancing and pther loan products. Often these solicitation include details of my personal finances including my existing loan balance and cash out availability. Due to concerns for my privacy should the mail be misdirected not to mention the pure nusance of so many comminucations, on XX/XX/2018 I contacted Freedom Mortgage via email to request that they discontinue sending mail solicitations and any other correspondence other than that which is necessary and required to service my existing mortgage loan. I received a mail correspondence from Freedom on XX/XX/XXXX acknowledging my requesting and indicatng that my privacy settings had been changed on al three accounts. However, these unsolicited and private financial information continues to be sent to my home ( letters were received on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and XX/XX/XXXX ). I have communicated with a Ms. XXXX XXXX, a representative of Freedom Mortgage with the assistance of the New Jersey XXXX. However, Ms XXXX has been unsuccessful in addressing my concern and insists that that they not coming from Freedom Mortgage. The attached photos from a soclitation postmarked XX/XX/2018 proves that indeed the letters are coming from Freedom Mortgage and financial information regarding my loan is clearly visible through the address window of the envelope.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28104
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-21
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: This is additional information to be added to complaint # XXXX. Freedom Mortgage insists that they are reporting account correctly. I totally disagree and have submitted documentation to show that they are in fact reporting inaccurately and have refused to provide an explanation on how account is being reported correctly.. Freedom Mortgage ( XXXX, TX ) letter dated XX/XX/XXXX stated that they have received my written inquiry and are reviewing the information that I have provided and to allow up to ( 30 ) days for a response. I have received many of these letters, with negative results. Freedom Mortgage ( XXXX, TX ) letter dated XX/XX/XXXX stated the same thing in the letter of XX/XX/XXXX. The in results continue to be the same. Negative results. Freedom Mortgage ( XXXX, TX ) letter of XX/XX/XXXX states that mortgage payment is now ( 60 ) days or more past due and loan is in default. I find their comments shocking and appalling. In this letter they state that they are concerned about missing payment and want me to be aware of assistance available to me in case I am unable to bring payments current. As stated in previous letters, payments have been made in accordance terms of contract. Evidence shows that Freedom Mortgage ( XXXX, OH ) has posted payments. I had attached copies of the confirmed payments for their review. These payments contradicts you reporting account as being past due. During my research, it was revealed that another department within Freedom has created an internal document called the detail history report. This report has shown that current mortgage payments have been applied to previous months, unknowing to myself. A review of monthly mortgage bill does not mention applying monthly mortgage payments to past months. Mortgage bill shows distribution of payments being applied to Interest, Escrow, and Principal. I found nothing in the mortgage contract which states that current payments would be applied to previous months. Freedom unwillingness to explain why they continue to apply current mortgage payments to previous months continues to cause account to be reported as being past due, and customer being penalized and humiliated. I have yet to received as much as a telephone call on why Freedom Mortgage continues to perform these outrageous practices. The last time I spoke with a Freedom Mortgage Representative was in late XXXX. Freedom Mortgage had even assigned a POC, who has failed to contact me. This is poor customer relations! What authority does Freedom Mortgage have to apply payments to previous months. I have yet to receive any documentation which authorizes Freedom Mortgage to apply payments where they want without consulting customer. Why is the system allowing this to occur. In the letter of XX/XX/XXXX Freedom continues to send financial request forms. These forms have been submitted at least ( 3 ) times. Appears that one department does not know what the other department is doing.Maybe forms got lost in transition. Freedom Mortgage ( XXXX, TX ) letter of XX/XX/XXXX states that their records reflect that loan is now one payment overdue totaling {$3100.00}. I disagree with payment being behind. This overdue amount is found on Mortgage statement dated XX/XX/XXXX. Freedom Mortgage posted XX/XX/XXXX payment on XX/XX/XXXX & XXXX totaling {$1500.00}. ( See attached payment detail ). Mortgage Statement of XX/XX/XXXX shows that XX/XX/XXXX had been applied to XX/XX/XXXX and XX/XX/XXXX. Why is this? See attached payment detail for XX/XX/XXXX and XX/XX/XXXX payments. I continue to dispute that account is accurately being reported. Confirmations, checks and banking statements continued to be sent, with not responses returned to customer.Freedom Mortgage, XXXX, OH have received and posted payments in a timely manner, between the first, but no later than the fifteen of each month. Payment have never been sent after the XXXX of the month. Freedom Mortgage shows that payments are being posted to previous months.Evidence shows that there is and continues to be a miscommunications between systems and yet customer is being assessed late fees and casing credit score to continue to drop. After reviewing mortgage contract, there was nothing found authorizing Freedom Mortgage to apply mortgage payments to previous months. I was informed that mortgage payments are made for the billing month. Only distributions found on monthly billing are Interest, Principle and Escrow. These total monthly payment due. This variation in posting payments continue to have a negative impact on credit scores, applying for a personal loans and credit worthiness. Freedom Mortgage has failed to provide a detailed explanation on why they continue to report account as past due and continue to post payments to previous months. This is an example of Freedom Mortgage continued unwillingness to cooperate with customer and correct these unwarranted past dues expeditiously thus destroying credit scores and credit worthiness. Freedom Mortgage continues to be in violation of FCRA {$620.00} ( c ), refusing to respond to my many disputes or provide me with proof of why account is continuing to be reported as past due and why they continue to post payments to previous months, without notifying customer. Are they permitted to post current payments to previous months. Confirmations, checks and banking statements were sent to dispute Freedom Mortgage reporting account as being past due. FCRA 623 ( b ) ( 2 ) - Disputes stated that companies like Freedom Mortgage don't spend the money to import databases from one system to another, such as late payments, which has resulted in Freedom Mortgage continuing to report negative information on my credit report. This is illegal, but it appears that Freedom Mortgage continues to defy FCRA articles, resulting in me having to suffer the consequences. Credit report was last updated in XX/XX/XXXX. Why is the system allowing Freedom Mortgage to continue this shocking practice, while inflecting pain and suffering on ones financial objectives and credit worthiness. As a military veteran with over thirty-one years of honorable service, I have never been treated so unfairly. I have purchased four ( 4 ) houses in my life and made payments on time until ( 3 ) of the houses were sold.and I have never had any issues like I am having with Freedom Mortgage. I am frustrated and am wanting to resolve expeditiously, for this issue has been on going for over two years. I am ready to sell and move on. I definitely do not want Freedom Mortgages unwillingness to corporate to affect my VA eligibility.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2018-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear BCFP, This complaint is in regards to the recently transferred investor of my loan, Freedom Mortgage Company which holds my FHA loan that was opened originally with LoanCare on XX/XX/XXXX. The following events have severly impacted my finances, lifestlye and credit score and taking away my ability to refinance with an ethical and legitimate lender that operates within the federal laws of the US. Freedom mortgage has completely failed to provide timely and understandable information that is imperative to making responsible decisions regarding my finances and busines ' especially when I have never been late on my mortgage payment in 6 years with another investor. XX/XX/XXXX is when the issues began. I made a mortgage payment of {$1000.00} on XX/XX/XXXX. However my bank account was charged again on XX/XX/XXXX for another {$1000.00}. The second charge on XX/XX/XXXX was returned to my bank minus transaction fees but the one taken out on XX/XX/XXXX, was not. I recieved a letter in the mail via USPS from FMC issuing a confirmaition # for the payment on XX/XX/XXXX of the full XXXX XXXX dated XX/XX/XXXX. I did not receive any other contacts or notifications from Freedom mortgage company until XX/XX/XXXX. I received a phone call from FMC stating that they have not received XX/XX/XXXX payment, that they had reported me to the credit bureaus as being 30 days late and in default on my mortgage, which come to find out had resulted in a credit score decrease of over 100 points. I have contacted Freedom mortgage company nine separate times via phone and email, as well as recorded every conversation to make sure that I had all the information at hand when needed. I sent over 5 different responses to their request for documents showing this payment history and events in my bank account. Freedom mortgage company refuses to provide me any explanation and/or proof that they did or did not recieve any payment for XX/XX/XXXX in which case, where I see it, they already have an extra payment that should be XX/XX/XXXX full mortgage payment. So technically my next payment is due XX/XX/XXXX. My several phone calls to Freedom mortgage customer service departments has resulted in no progress or information regarding the incorrect credit reporting and incorrect status placed on my mortgage. I was told by customer service there was a ticket created rectifying the payment issues of XX/XX/XXXX and they set a completion due date of XX/XX/XXXX and then pushed it back to XX/XX/XXXX. FMC did not contact me on XX/XX/XXXX or make any attempts, which they openly admited. Today, XX/XX/XXXX FMC informed me the ticket/work order on my account was actually closed on XX/XX/XXXX, with no notification to me whatsoever. They also informed me that the payment I made in XX/XX/XXXX that was applied to XX/XX/XXXX payment had been received however the payment that was taken out on XX/XX/XXXX still has not been returned, collected, or applied to my mortgage account. In which case, our XX/XX/XXXX payment has not been made yet because as of XX/XX/XXXX, we have now paid Freedom Mortgage {$2100.00} and only {$1100.00} has been applied to our account. I'm hoping you can help me resolve this if not I am covering my bases by making another mortgage payment on Monday XX/XX/XXXX for the full {$1100.00} plus any fees they decide to attach which by the way they are holding a portion of the payment I made on XX/XX/XXXX for XX/XX/XXXX payment just in case we don't make XX/XX/XXXX payment. To me, this is extortion and I won't stand for it. My next step will be seeking legal counsel if this issue can't be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84047
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were approved for a new roof & other home repairs by our insurance company. Due to the amount of the claim, the initial check had to be payable to us, the homeowners & Freedom Mortgage. When I contacted Freedom to make them aware of the claim, they provided incorrect information about the process and procedure. Now, for the past month we have submitted every required document to them ( including our endorsed check from insurance ), yet they will NOT release funds for us to pay our contractor to even schedule us or begin the work. They are holding our insurance funds hostage! We have provided them with our contract three times, the contractor 's W9, a waiver of lien, their license, as well as the insurance adjuster 's worksheet indicating all approved repairs. They are indicating that they will not release any funds until we ( the homeowners ) write them a letter accepting financial responsibility for the repairs above & beyond the amount of the check ... the insurance company is intentionally holding back {$5000.00} for residual depreciation ( which we are approved for ) to make sure the contractor completes the work as prescribed. Yet, Freedom refuses to understand basic insurance laws. We are in Florida in the middle of hurricane season & they have already delayed our repair by more than a month. At this point, they are unwilling to release any funds so we can not even schedule the repairs. They are demanding this letter from us, even though they admit that this is not a requirement per their documents or website. Additionally, they claim IF/WHEN they release funds, they want to issue the entire amount payable to us and the contractor, yet I do not want to give a contractor thousands of dollars without them having even started the work! Freedom Mortgage is absolutely ridiculous!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I paid my mortgage of XXXX through my bank. Freedom Mortgage reported it late on XX/XX/XXXX. My mortgage would of been late XX/XX/XXXX however they received my payment before then. They stated they couldnt help me and I would have to contact the Credit bureau. Freedom mortgage also stated they tried to call me to notify me of what they were doing. However they had the wrong number on file. I have never been late on a payment, ever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A