Date Received: 2023-10-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I applied for the HAF program referred by my loan service provider while under forbearance during XXXX and waiting for a decision on my repayment plan. The XXXX program sent me a response stating they sent several messages to the loan service provider and havent received a response and then I received an email that the HAF program stated my applications was deny due to I wasnt in default and then I received a call from my loan service provider stated I was approved for the repayment plan and then also responded to the XXXX program and this being my first experience really dont understand the process aggreed the the repayment plan thinking I was deny and was afraid I would lose my first home and to think my Loan service provider had my interest in mind and find out later on a repayment plan had tripled what I originally had
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75159
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: A Loan was taken out in XXXX of XXXX, the loan was subsequently purchased by freedom Mortgage in XXXX. The Property is a FL condominium, and during closing and with all other lenders " XXXX XXXX '' was not required. It was not in the truth in lending documents and no other unit in the building with other lenders requires it. It is now being billed to my escrow account for lender placed coverage for an amount of {$1400.00}. This has caused my payment to increase without warning and created a hardship. This is not an underwriting requirement for XXXX or XXXX and there was no due process or constructive notice in regard to the coverage requirement. The new lender was aware that this coverage was not in effect when they purchased the loan and chose to purchase it anyways. I have spent countless hours disputing this and no one can send me where it is a requirement for this in there underwriting guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: In XXXX of XXXX Hurricane XXXX struck Florida leaving significant flooding, property damage, and destruction in the wake. My account was current on this date. On or about XXXX of XXXX I contacted my mortgage servicer, Freedom Mortgage Corp. to let them know I was adversely-impacted by Hurricane XXXX , I would be delayed in making a payment and was considering forbearance. In XX/XX/XXXX I formally entered into a forbearance. That was a 90 day forbearance. Also note, in XX/XX/XXXX Hurricane XXXX struck Florida. In XX/XX/XXXX I called Freedom mortgage to request a forbearance extension. On or about XX/XX/XXXX I was advised I would be entering into a forbearance for Hurricane XXXX. I contacted Freedom Mortgage on no less than XXXX additional occasions to let them know the impacts were still present I requested forbearance extension. In XXXX of XXXX, I was advised Hurricane XXXX forbearance could not be extended and I was automatically entered into a COVID-19 forbearance, this was done without my direct consent. I made it clear to Freedom Mortgage at this time I was throughly confused because they were advising Disaster forbearance for Hurricanes XXXX and XXXX could not be extended beyond 90 days as a matter of my investors polices. My mortgage is owned by XXXX XXXX and their servicer guidance clearly provides for extensions of up to 1 year for Disaster forbearance. I asked for a clarification on this point and to be informed whether this is an overlay by freedom mortgage, an oversight, or if there was information relating to servicing I was missing. At the end of my covid forbearance in XX/XX/XXXX, I contacted Freedom Mortgage to request an extension of my forbearance status as I was impacted by Hurricane XXXX as well. Again on this call I made a request for information as to the justification for only providing 90 days for the other two, XXXX and XXXX - Disaster Forbearances. I still have not been provided a comprehensive explanation for this point. I was provided information at XXXX point stating Freedom Mortgage had to follow FEMA 's guidance. The XXXX representative seemed to indicate FEMA had some form of governance over how long a forbearance could last. This is also contradictory to the XXXX XXXX guidance on their website for Disaster forbearance. I am seeking the CFPB 's assistance in helping me to obtain additional forbearance time and remedy Freedom Mortgage 's practices of not seeking approval for extension of Disaster forbearance. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32129
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: First of all Freedom Mortgage is a scam and should be investigated by CFPB. There are stories all over the internet, XXXX, XXXX reviews, etc concerning this shady company jacking up peoples escrow requirements and refuses to provide any real explanation or accounting. Personally on XX/XX/23 I received notice that my mortgage payment was increasing by the substantial amount of {$1400.00} monthly. The letter provided no details outside of their being a " shortfall '' in my escrow account. I call Freedom mortgage 3 times before the end of XXXX and no one was able to provide me an explanation. Multiple times I was promised a call back or that a ledger would be mailed to be and I received nothing. I have continued to call Freedom Mortgage every other month when my payment is due to demand an explanation and I have never received anything I have been promised and only have encountered increasing rude and increasingly incompetent representatives who also can not explain this. Including multiple times they just hang up when they cant answer a question. Out of 18 calls to Freedom concerning this issue only twice have a gotten someone who tries to find an answer and both of these nice ladies have ended up saying " I don't know what to tell you '' and " this doesn't make any sense. '' I am writing CFPB now because yesterday, XX/XX/23, I received my property tax bill. It is within {$100.00} of last year. My insurance for this year is the exact same amount as I paid last year. Nothing has changed. I just gave a shady mortgage company ( Freedom Mortgage ) a XXXX loan at zero interest this year and I am not the only one they are pulling this trick on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: We been having problems with Freedom Mortgage for XXXX years now. But latest and final problem is. We was behind on our payments. Thats our fault. But XX/XX/2023. We got a statement in the mail pay this amount to catch up on the past due. It was XXXX, xxx. So I went to my wife and told we need to get this in the mail today. I went to the bank and got a XXXX check from our bank. Then went straight to the XXXX office and mailed it off. So on the XXXX of XXXX. It would go to XXXX XXXX airport then to XXXX airport. So by XX/XX/2023 the payment was in XXXX to go to freedom mortgages payment center. So XXXX XX/XX/XXXX we called up to you there to find out if they had the payment they said no. We asked them what we should do. The lady that was talking to you oh sure us and we were fine they would find the payment. We even asked if we should make another payment because we just got a XXXX insurance policy XXXX in so we had the money. I love warm is it every mortgage. Said no, we didnt need to. That wed be OK. We go back to the XXXX once again. We were told we were OK so we didnt worry about our house being sold. Because they were saying we would be oh right. Well, our house got sold on the courthouse steps to freedom mortgage. And then I went over to the other ocean and got sold to freedom mortgage and then all of a sudden on XX/XX/XXXX freedom mortgage sold it to this company that is now having a certificate out of our house. I have to reverse ensuring that everything was gon na be OK. This is not OK Oh, I know its that big XXXX had that check in the fan. After XXXX days they held the check they finally sent it back to us and it was dated the XXXX. when the sale date was the XXXX Im leaving at this from now. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65807
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I closed out my XXXX account to pay some of my past due mortgage. I mailed a check to freedom mortgage on XX/XX/XXXX. Freedom mortgage received the check on XX/XX/XXXX. I have the confirmation the check was delivered to Freedom mortgage 's XXXX XXXX XXXX The check cleared my account on XX/XX/XXXX. Freedom mortgage is refusing to post the XXXX dollars to my account. This is causing me mental anguish and emotional distress. I'm a veteran and I'm on the verge of losing my home because of the negligence of Freedom Mortgage. If this isn't corrected, I will take Freedom Mortgage to court.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XX/XX/2021, I paid the mortgage as usual. They had changed the payment amount due to escrow issues and it was {$140.00} less than what supposed to be paid. I kept paying the mortgage all these months in the correct amount but got more behind because they kept accessing fees I was unaware of. No one ever called and did not get emails stated the mortgage was delinquent. I'm getting more behind because fees every month which I think is unfair due to XXXX payment that was shy {$140.00}. The XXXX late fees are usery.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I applied for an assumption for our mortgage in XX/XX/2023, ( at this time they verified my mortgage was assumable and assured me that it would not take longer than 90 days for the entire process ). The mortgage company verified that they received my documents on XX/XX/2023. Since then, I have attempted to contact the company. The first time I called, they verified that they received documents and we should get the next step of the process within 7-14 days. Once that time had passed I, again, attempted to follow up. This time the customer service Rep said they would put a ticket in for the assumption dept to call me back within a week. After 2 more weeks, I followed up and they refused to escalate the ticket and refused to allow me to be transferred to the assumption dept or to talk to a customer service supervisor. Since then, I have followed up regularly with the same responses of pushing a ticket to be called back, and to give it more time. The last time I spoke with a customer service rep she even said that it was ridiculous that I haven't received any further communication or follow up from the assumption dept. Customer service said there is nothing else that they nor I can do to move this along any further. I feel as though Freedom Mortgage is breaching our mortgage agreement. I also feel as though they are breaching our verbal contract that the process would be completed within 90 days. They are not allowing us to have our mortgage assumed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: 1 ) In XXXX I called Freedom Mortgage and asked them to remove my PMI because the equity in my home had grown so much. They specifically told me I did not have PMI insurance payments which was not true. My house is now worth over {$500000.00} and they are still charging me PMI after repeatedly asking for this to be removed. 2 ) I questioned why my payments went up more than $ XXXX monthly and they could not give me anything specific except " YOUR INSURANCE PREMIUM MUST HAVE WENT UP ''. i HAD NEVER HAD A CLAIM ON MY HOUSE. They forced me to allow them to manage my own money to pay my insurance from an escrow account. They said it was mandatory. They were in charge of making my payments to my Insurance companies, ( FLOOD, Homeonwers, & Taxes ) .It was all out of my hands and I would get letters from the tax office and insurance companies that my insurance was late, due etc... Earlier this year I got a letter that my flood insurance was canceled for nonpayment and that led me on an investigation that found Freedom Mortgage placed " FORCED FLOOD INSURANCE '' on me. I had also found and had proof that I had my own Flood and Homeowners insurance the whole time as well. I have provided them with proof of the cancelled checks for all the payments from the insurance agencies however they have refused to give me proper documentation or refund me for over {$6000.00} for the forced insurance that their company personally and finacially benefited from. STILL NOT ALLOWING ME TO PAY MY OWN BILLS SO I KNOW WHAT AND WHEN MY BILLS ARE PAID. I found all this out when I was going to sell my house and the new buyers wanted to know if my flood insurance would transfer-I ALSO LOST THE SELL OF THE HOME AT THE ASKING PRICE OVER THIS WHOLE ISSUE. I WANT COMPENSATED CORRECTLY FOR ALL OF MY LOSSES! THIS IS CRIMINAL WHAT THESE PEOPLE DID. I have been on hold for hours and reached out to them dozens of times and nothing, They have all the power and neglected my finances which I have very high regard for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34208
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have a mortgage refinanced with Freedom Mortgage in XX/XX/2021 for 2.5 % fixed loan over 15 years. The company preceded with multiple escrow shortages notices. The last notice was received in the mail only 12 days prior to escrow overage payment due or I would endure mortgage increase. This is less than the contract required 30 day notice for changes in mortgage payments. When I had enough, I requested to have escrow account removed and I will be making tax and insurance yearly payments on my own to not have to go through the sudden choice to come up with the escrow shortage amount or have house note increased. Even when paid, my mortgage payments were raised to a lesser degree with explanation to avoid expected shortages or to make sure I have at least the required XXXX dollar amount in the escrow. I have since been bombarded with emails and have submitted for texts to be stopped- all regarding offers to get money to refinance. I do not recall this level of harassment from Freedom Mortgage prior to my current refinancing at 2.5 %. May main complaints are 1 ) The mortgage company did not provide contractual 30 day notice, by contract ( and I believe by law ) in order to allow time for me to come up with escrow shortage. 2 ) I am receiving frequent offers to get money to refinance. The interest rate likely will be higher. 3 ) I also receive letter notice my home insurance was going up with advertising for options with insurance. When I called my insurance, I was told insurance estimates had not been completed for the next year yet
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39211
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A