Date Received: 2018-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was held by XXXX from XX/XX/XXXX until earlier this year when it was sold to Freedom Mortgage ( hereafter referred to as FM ). At the time of this transition, I received correspondence from FM confirming payments would continue through the equity accelerator program ( see attached correspondence ). I also called FM to be sure my payments have been received from XXXX. Within two months of FM taking over my mortgage, I began receiving letters from FM declaring I was delinquent on my account. I called FM and was told FM had received all of the payments from XXXX and there was no problem ; however, I continued to receive letters declaring I was delinquent on my account - AND YET WITHDRAWLS WERE BEING MADE AS THEY ALWAYS HAVE BEEN ( see attached statement from my Bank ). NOW, Im receiving letters from FM threatening foreclosure and my excellent FICO Score has been negatively impacted! I was finally able to reach XXXX XXXX and have ordered them to stop withdrawing payments from my bank account. Beginning with my XX/XX/XXXX payment, I will send my mortgage payments directly to FM. I have called FM repeatedly to rectify this situation to no avail and am now contacting the XXXX and credit reporting agencies.
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: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage is with Freedom Mortgage. They purchased it from the original company, XXXX XXXX. Approximately 2 years ago, I was hospitalized with recurring XXXX XXXX. It was necessary for me, with my small business and cash flow, to pay my mortgage at the end of the month rather than on the XXXX. I contacted Freedom and asked to skip a month, in order to put me back on schedule and I explained the circumstances. They denied my request, and informed me that the payment was due on the XXXX no matter what. They then reported to the credit bureau that I was 30 days late 4 times. I protested this because I always made sure that I made the payment before the next one was due. I called Freedom and they checked their records and they found that the payment was always received BEFORE the next payment was due ... however, they maintained that since the payment was not made on the XXXX, it was late. The credit reporting agency counts this as a MISSED PAYMENT and it is absolutely killing my credit score. As a result, I am paying higher interest charges, insurance premiums etc. and I have been denied credit even though I have a good payment history otherwise. Freedom has denied my protest, twice and refuses to budge. I believe that I could sue them for incorrectly reporting, because I certainly have incurred damages because of this. My position is that I am not one month late if I made the payment before the next one is due ... .and that was always the case ... according to Freedom 's own records. I hope that you can help me. I am XXXX years old and XXXX and my wife runs our business, which other than S.S.I. is our only income. I finally caught up about 5 months ago and it's no longer necessary for us to pay the mortgage at the end of the month. My only other recourse is to hire an attorney, which is difficult and expensive, but I believe I would prevail. Thank you for your consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76904
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
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: i was told by the company as along i make a payment by the XXXX of the month i will be charged a late fee but ok for the 30 day late payment. so due to financial problems i am making the payments on the XXXX every but never been late more than 30days. on XX/XX/XXXX i made a payment in the evening but the bank did not pull the money so i thought the money is in the account it usually takes 2 to 3 days to deduct the account. but a rep called me on the XXXX and said there was no payment made that month, i explained it to her she said she will check and call back but no reply after me calling more than 10 times finally the supervisor says you made a payment but it was after the cut off time. which i was not told there was a cutoff time i was told as long i made it on the XXXX of the month
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During my divorce my ex-wife was award the house and was 100 % responsible for the mortgage payment and upkeep of the house. In XX/XX/2018 my ex-wife abandoned the property and moved to another state. Freedom Mortgage contacted me and held me responsible for the mortgage payment even though I furnished them the divorce degree indicating my ex-wife 's responsibility. They told me that they could repossess the house and ruin my VA eligibility to purchase another house. Prior to contacting me they started reporting negatively on my credit report. To prevent further damage to my credit report, VA eligibility and repossession, I filed a request for assistance with the loss mitigation department of Freedom Mortgage. At that point I could not afford the additional mortgage payment and my ex-wife refused to list the property with a realtor. I had to take my ex-wife to court to gain a Judgement enforcing the divorce degree and allow me to list and sale the house without her participation or authorization. I kept Freedom Mortgage informed of my actions. In XX/XX/2018 I got a buyer and closing date. The house was sold and paid off on XX/XX/2018. On XX/XX/2018 Freedom Mortgage reported XXXX passed due to the Credit reporting agencies even though they received the payment in full. I submitted request to dispute the 30, 60, and 90 day past due along with my divorce decree and judgement because I felt I should not be held responsible and punished on something that another parties fault and responsibility. After I submitted the dispute, I received an alert that Freedom Mortgage reported 120 days past due. This was after the house was sold and the mortgage paid off. When I contacted them to ask that report be removed they argued with me and told me that they acted in accordance with the law and that I was 120 past due when they made the report. They said their action was according to my contract, however would not furnish me the contract or indicate where in the contract. Additionally my original loan was made with another mortgage company which sold it to Freedom mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, XXXX XXXX, sold my mortgage to Freedom Morgage. I was set to auto pay XXXX so every month they sent me a mortgage statement and I filed it away. When they sold the loan, I didn't have any knowledge that it had happened. The first I knew about it was when Freedom Morgage sent me a foreclosure notice ( which I assumed was also junk mail, but I looked at it anyway ). It turned out I was a few weeks behind on the payment and this was their way of letting me know ... " welcome, you are being foreclosed on '' ... even though it was literally just a few weeks late. I started scrambling around trying to find info on this new lender and realized that they didn't transfer my auto payment so I needed to setup a new account with them to pay it. I did that and then tried to setup an auto payment plan but they wouldn't let me do THAT because they needed my first payment to clear (?? ). So a week later I went in and setup the autopay. Selected the full amount payment on the due date and considered it taken care of. About 2 months later they sent me another threatening letter saying my escrow payments were going to be short. It turns out they had created an auto payment amount that wasn't for the correct amount. I am going to assume this is because it makes me think they are charging me less ... but of course it was just wrong. The letter said if I did nothing they would adjust my amount. So I left it alone and am chalking that one up to standard deceptive marketing practices at worse and incompetence at best. However, they ALSO charged me a {$15.00} `` drive by fee ''. Apparently this is because my payment was late in XXXX so they say they charge this fee to make sure the house is ok? I would bet the value of the house that no one drives by and this is just a random fee to get around the fact that they are not legally allowed to charge fees within a 60 day grace period during mortgage service purchase transfers. This company is a general disgrace and this fee is wholly fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94602
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage. Previously I paid through my local bank. They sent the company a PAPER check. Starting in XX/XX/2018 it was done by Electronic transfer. I have sent the company three payments totaling {$19000.00} in XX/XX/XXXX. NONE have been credited to my account as of XX/XX/XXXX I called my Bank in late XX/XX/XXXX and they confirmed that the payments were sent through the " Federal Reserve ''. They contacted the mortgage company - no response from the mortgage company I contacted the Mortgage company and was told they were aware of the problem. They were conducting an " investigation '' to find out why, internally, they did not credit the payments to my account. They, so far, have not credited my account and have not communicated the results of their internal " investigation ''. I do not think I should have to wait to get my money credited while they decide where their internal controls failed. Plus what do I do about my next loan payment?
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: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX has completed the investigation and Deleted Freedom Mortgage and XXXX and XXXX have yet to Delete the Fredom Mortgage from my Credit Report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My refinanced mortgage loan is a non-escrowed account, per the loan documents. Freedom Mortgage began escrowing the account for property taxes in XXXX 2017, because it claimed that I had unpaid taxes. I had no unpaid taxes. My taxes were paid on time and I sent the proof to Freedom Mortgage. Over the past 12 months, I have attempted to delete the escrow account and revert the account back to have borrower paid property tax. Freedom Mortgage has refused to honor my request. Freedom Mortgage has also underpaid the property taxes, which caused fees and interest to accrue and the home to go into tax title. Then, Freedom Mortgage added the fees and interest to the escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we signed our loan modification to which was not notarized until XX/XX/XXXX with our first payment due XX/XX/2018 in the amount of {$2400.00}. We had received an escrow analysis dated XX/XX/18 but was told to disregard it because of the modification. The analysis states that our escrow amount would increase to {$620.00}. On our modification, the new escrow amount has already been increased to {$620.00} to compensate for any shortage vs. the {$470.00} on the original loan. On XX/XX/18 I called Freedom Mortgage to ensure they received the signed modification paperwork and was advised that the payment was {$2300.00}. I received a call from XXXX XXXX stating the final payment after everything would be {$2400.00}. Later we received our first statement with the increased amount to {$2400.00}. We made our first payment on XX/XX/2018 in the amount of {$2400.00} on time. A few days later I received my new statement in the mail. This statement stated that my payment would increase to {$2500.00} to cover the escrow shortage. I immediately contacted Freedom Mortgage on XX/XX/18 and spoke with Reg ID # XXXX @ XXXX XXXX who stated that he did she the error and would put in a request to loss mitigation to make adjustments. He advised that when XXXX payment became due to pay the amount of {$2400.00}, but assured me this would be resolved quickly. I advised that I would like a call back on my cell phone XXXX instead of the home phone on file XXXX as we never answer that phone. I never received back until XX/XX/XXXX at XXXX XXXX to which was on my home phone. I returned the call on XX/XX/XXXX spoke with XXXX who advised that I needed to speak with XXXX who would call me right back after she finished up the call she was on. I never received a call back. I again called back and was told they would call me back to which I received on XX/XX/XXXX. I missed the call by a few minutes and then was never able to get the rep I NEEDED to speak with. I was advised that there still is no resolve to this issue. I expressed my concern as my XXXX payment is coming due. I asked if I should simply pay {$2400.00} but was advised not to because then there would be a shortage. I was told there is a 15 day grace period and that this issue would be resolved. Within the time from XXXX and XXXX I left 2 or 3 message for the Director XXXX XXXX as he helped me during the modification and he is the one who advised me of the {$2400.00} payment and advised me that the escrow increase was already taken into consideration. To date, I have NOT received a return phone call from him. I called Freedom Mortgage again today XXXX looking for resolve. I was advised by XXXX that there still isn't a resolution and attempted to connect me with either Mr. XXXX or the modification department. Neither were available. I again expressed my concern with wanting to make my payment but was told that later fees would be waived pending review of complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2018-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Thou reporting only allows 1 item, processing payment problems, the bigger LT/ $ AMT issue is that my wife and I have taken a ~300 point FICO decrease hit and foreclosure action on our credit reports which effects job opportunities, any refi/cash out ability/cost for house improvement and other areas of life financially for many/possibly hundreds of thousands of dollars in additional costs, and attempt to push us further into poverty for years to come ; all because of vindictive & poor paperwork/processing by Freedom Mortgage and its employees to anyone questioning their service problems. Loan servicer FREEDOM MORTGAGE took over our Refinanced 15 YR LOAN ( AND outsourced to LOANCARE for part of that duration ). Whenever they changed the payment location, especially to NE ( Bad winter areas ) we seemed to have more problems with them processing payments promptly. So, a few years ago after I had been paying their Loancare-L # we had payment changed to CA address first ~upto 12yrs, then they transferred back to FREEDOM-L # ~ last 2 yrs in XXXX OH. ( The company seems to have a different location for all the variables and computer systems that don't talk between these different employee groups, hence many paper/processing errors, delays, and invalid fee 's to customers ). Over 6 months before the last payment I regularly looked on web portal ( problematic ), contacted Customer Service by phone 800 #, and Emailed a VP for that division asking for a removal of the bogus/improper fee 's. I'd asked monthly to be removed to be fixed ASAP and clearly layout if anything different had to happen for last payments. I also asked for them to prove/audit how mail from CA to OH was processed and proof of postmarked ( late payments ) the charge vs. as thou the mail was taking 10+ days to go across country?! They said no way to track..no proof? Instead of fixing things they appear to Retaliate and create more late/extra fee 's. Then last several months the physical statement $ AMTS didn't match last stmts, the online balance, or what the 800 # CustSvrRep read me over the phone. Then what should have been my last payment in XX/XX/XXXX, they cashed but did not apply to the loan, and then filed the foreclosure action against me/us to extort the add'l ~ {$1000.00} in fee 's ( special bank draft to another location ). After cashing that they still didn't acknowledge and reported foreclosure action to all the credit agency 's and in XX/XX/XXXX ' I finally received Deed information from county ( which was filed w/wifes name, should have only been under my name since I paid all loan, Ins, and taxes starting months prior to marriage ). Also, several times during the 15 years they lost our payments and required us to write a second check, they'd cash, only later to have original one cashed. As well they didn't have a free way to electronically pay locally or online, nor would they provide coupons ahead of times, so sometimes I had to copy prior bill-address to mail check by the beginning of month since statements hadn't arrived early enough. When I was unemployed they wouldn't qualify us for CA Hamp/Hemp-UI help advertised all over US.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94549
Submitted Via: Web
Date Sent: 2018-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A