Date Received: 2018-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Where to start. We have had issues with Freedom Mortgage going all the way back to XXXX. In XXXX my husband was laid off and we had to file bankruptcy. During this time, we also did a loan modification with Freedom Mortgage which was approved. After a few months, we received notice that our loan was in default. During this time, we did not receive any mortgage statements though our bankruptcy was cleared and finalized. When we got the letter of default I called Freedom Mortgage and they said that there were checks that our bank returned or denied. The checks in question were XXXX, XXXX and XX/XX/XXXX. Now keep in mind, they never told me there was any issue until XX/XX/XXXX. On XX/XX/XXXX I emailed over the copy of the checks from the bank that were cleared. Which is what I was told to do by the collections rep. I asked to speak with accounting, but they do not speak with the general public. I never received any response or update other than they had received the email. No agents would let me speak with a supervisor or another department so we were at a loss of what to do. We went about making our payments, then apparently had a shortage in our mortgage account that we were again never informed of. During this time I was paying the amount I thought we owed based on the restructure of our loan. Fast forward to XX/XX/XXXX and we have a letter in the mail from an attorneys office saying Freedom Mortgage was going to foreclose the house. Naturally I called the treasurers office to see what we needed to do. On XX/XX/XXXX I called freedom mortgage and asked what we need to do. I was told by an agent, whose ID # etc I do have. If there is one thing I have learned, it is not to trust anything anyone who works for this company tells me. She told me we would need to file for reinstatement and it would be in after 24 hours. On XX/XX/XXXX, I called in to follow up with the reinstatement and was told it would be available to me XX/XX/XXXX. XX/XX/XXXX I called Freedom Mortgage again and was told by the agent that they do not have it and I have to call the attorneys. On XX/XX/XXXX I called the attorneys office that is processing our foreclosure and told that they do not do that, I would need to speak with the county to file intent to cure. On XX/XX/XXXX, I called the XXXX county public trustee office and filed intent to cure. I was informed they had 10 days to get me the figures. We had sent in a payment for XXXX, because we were not aware they could not accept payment during this process. On XX/XX/XXXX I called Freedom Mortgage again since I had heard nothing about cure figures yet and did not know what to do. The gentleman said he would file new reinstatement figures to go through until XXXX and that our payment should have been sent back to us for the month of XXXX and that it would be sent out XX/XX/XXXX. XX/XX/XXXX, I spoke with the county again, and there was some missing forms so got everything taken care of and they sent out for an intent to cure. XX/XX/XXXX I called Freedom mortgage again and was told that our payment was mailed back to us on XX/XX/XXXX and they were still waiting on response from attorneys for cure figures. On XX/XX/XXXX, I called Freedom Mortgage again to see what the dates of alleged miss payment were. The cure figures I had received showed that we had missed a total of 8 payments. I did not agree with this, so I wanted to know exactly what payments we had been missing. I was told then that we had not made a payment since XX/XX/XXXX, and that the payment I did make in XXXX was applied to XXXX balance. We made a payment in XXXX and had absolutely made payments since XXXX. On XX/XX/XXXX I called back again because the dates were still not making any sense. Neither were the payments. I was informed that the reason we were given payment totals was because our escrow changed and so our payment changed ( again something we were never informed of ). According to them we had missed payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. On XX/XX/XXXX, I called the law firm who is initiating our foreclosure to inform them of the mistake. I was told to email them all the documentation I had and they would be in contact with Freedom Mortgage. I also sent a copy to Freedom Mortgage. After sending the payment dispute, I got zero response. I called Freedom Mortgage to follow up and spoke with an agent who tried to see the exact days and times of payments missed. He pulled up this large spread sheet and said he would put in a request to have it emailed to me. We spent 3 hours on the phone at which time he advised me to try loss mitigation paperwork and figured out why I was not receiving any correspondence from Freedom Mortgage. I was also told that my payment dispute was received and I would receive an answer soon which I did not. We went through loss mitigation and were denied, we are going to appeal because now with one bill paid off our debt to income ratio should be within the range. HOWEVER, we have one month until foreclosure, and have been nothing but put through the ringer with freedom for the last three years. They are lazy, inaccurate and can not seem to give valid information. My husband and I want nothing more than to keep our home for our family. We are at a loss of what else to do since it seems as though Freedom will not work with, or take the time to get to the bottom of any issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2018-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/18 I signed documents to refinance my mortgage from Freedom mortgage XXXX to XXXX XXXX XXXX company. My loan XXXX XXXX from XXXX XXXX had stated not to pay our monthly payment because XXXX XXXX would be paying off the remaining {$17000.00} balance per wire transfer. All accounts such as taxes, title company, credit cards were paid off by XXXX XXXX on XX/XX/18 which was the disbursement date. Freedom Mortgage XXXX reported the payment late to the credit bureaus which caused my credit report to drop from XXXX to XXXX. I have called and sent XXXX XXXX the disbursement summary to show proof that it was disbursed on XX/XX/18 but they state that the payment was not received until XX/XX/18 since they are on the east coast. XXXX XXXX XXXX has now sold my loan to XXXX XXXX and XXXX will not return my calls or emails even though she stated she would help me resolve this. XXXX XXXX should have made sure that the payment would be received in a timely manner since XXXX the loan XXXX specifically stated not to make the monthly payment and they would handle it.Neither company will help me in resolving this matter. I have never been late on a mortgage payment and I trusted XXXX XXXX to payoff my balance on time. I don't know which company is at fault but how can I take a drop in my credit when I have never been late on any payments.I need help to resolve this issue. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2018-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am suffering through a very serious injustice and I need your help in correcting the actions of my mortgage servicer, Freedom Mortgage. XXXX XXXX was my loan servicer, but they transferred my loan to Freedom Mortgage, but I was never advised of the transfer. My mortgage payments were made automatically through my bank account and I never really paid attention to whether or not it was paid because I had never missed a payment in eight years. However, when the loan transfer occurred, I had no knowledge and the payments did not automatically go to my new servicer. When I found out that there was a problem, I immediately contacted Freedom Mortgage to make the past due payments, but they said I had to contact their attorney because my loan was already in default. When I contacted the attorney, I was told to address my issue with Freedom Mortgage. This was in XXXX of this year and they have put me on a rollercoaster of bad advice and dead end service. Every attempt I have made has not brought any solutions and I have reached the end of the road with them. This situation now has spiraled out of control and I am now powerless against my mortgage servicer after being put in a situation which I did not create and can not fix on my own. I am hopeful that you can help me deal with this situation before I lose my home through foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 540XX
Submitted Via: Web
Date Sent: 2018-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made correct and full mortgage payments to Freedom Mortgage for XX/XX/2018, and XX/XX/2018, a day apart. The XX/XX/2018 payment was 10 days in ADVANCE of the XXXX due date. I made clear this was a payment in advance and NOT to pay to principal. XXXX, Freedom Mortgage contacts me about a missing XXXX payment. I explained it was paid in advance, but the rep said it was returned for insufficient funds. My bank balance shows 1 ) the payment was NOT returned, 2 ) the funds were absolutely sufficient with tremendous excess, and 3 ) my bank did not charge me any fees for insufficient funds because no payments were returned. I took that opportunity to pay XX/XX/2018 and XX/XX/2018 payments again in ADVANCE because I didn't want to bothered until XXXX. Both those payments were withdrawn from my bank and credited to my mortgage. A few days later, I get another call from Freedom Mortgage demanding my XX/XX/2018. I have paid 4 ( FOUR ) months of mortgage in full and correct amounts for XXXX, XXXX, XXXX, and XXXX, and we aren't even past XX/XX/2018 yet. My bank provided me a letter from the branch manager on bank letterhead, dated XX/XX/2018, confirming all four payments were made and nothing was returned for insufficient funds. I provided several times the bank letter and a complete ledger of my bank history showing all the payments made and nothing returned. I made the XX/XX/2018 payment around XX/XX/2018, and Freedom Mortgage is demanding my XX/XX/2018 payment. The mortgage principal balance also shows no money accidentally went to principal. On XX/XX/2018, I gave Freedom Mortgage the ultimatum : they have all the information needed to determine that I made now 5 payments and the error is on their side for the missing payment, if this is error isn't corrected immediately, I will lodge disputes with all three credit bureaus and retain an attorney to drive this matter to conclusion in court. Freedom Mortgage said they are still investigating and would have an outcome by XX/XX/XXXX, that was in 2 more days. So I waited 2 days, and 2 days have passed. Today is XX/XX/2018, and I still don't have a resolution. Freedom Mortgage now says the new date is XX/XX/2018. That was the wrong response. Therefore, I have filed disputes with all 3 credit bureaus and provided the same supporting information to the bureaus. I have retained an attorney, and we'll see where that goes too. I have been going back and forth with Freedom Mortgage for over four months about the XX/XX/2018 payment that they lost. They have billed me late charges. They have posted fraudulent lates against our credit at the credit bureaus. It's clear they lost my payment. Freedom Mortgage knows it's lost, and they can't figure out where it went. I have recorded all the phone calls with Freedom Mortgage, so that information is available to the attorney as well. While Freedom Mortgage is still trying to figure it, I am continuing to accrue late fees and continuing to get hit with false lates on my credit.
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After several harassing calls from Freedom to refinance my mortgage and due to my credit card debt, I finally decided to take them on their offer. I reached out to the number that was left on my voice message and spoke with XXXX XXXX XXXX on XX/XX/2018. XXXX represents himself as a loan advisor, according to his email. During the call with XXXX, I agreed to start the refi process and agreed to a credit report. XXXX pulled my credit report and quoted an interest rate that he guaranteed would be locked as long as I completed the paperwork within 24-48 hours, this is also confirmed in an e-mail I received from him. Since it was Friday, XXXX informed me and my husband that we had until Tuesday, XX/XX/2018. I reviewed the documents over the weekend and had questions so I decided to reach out to XXXX on XX/XX/2018. I left XXXX a voice message at around XXXX XXXX, and then sent an email reply to his message that pertained his request for documentation, at XXXX XXXX. After no response from XXXX, I waited until XX/XX/2018 and reached out again and did not receive a response so I spoke with another employee of Freedom. The employee I spoke with sent an e-mail to XXXX and his supervisor. I IMMEDIATELY received a call from XXXX to explain he was really sick and he apologized for not returning my call. I proceeded to ask my questions concerning the document and was concerned that because it was Tuesday afternoon, the rate lock would not be guaranteed. XXXX informed me that the rate was locked so I didnt have to worry. I also had XXXX verify that he received my signed documents along with the requested W-2s and paystubs, which he responded he did receive the documents. XXXX informed me that the refi will take 30 days and he would be in touch, the call ended mutually. I left a voice message for XXXX on XX/XX/2018 because the 30 day timeframe quoted was approaching. I did not receive a return phone call. I sent an email on XX/XX/2018 requesting a status update and to also notify him that I keep getting paperwork from Freedom requesting me to refi and was confused since I was working with him. I did not receive an email nor call. I then called on XXXX Tuesday and because he didnt answer decided to opt out to speak to someone else. I spoke with XXXX explained my situation and asked to speak to XXXX supervisor. He informed me that XXXX nor his manager were in the office so I asked to leave a message for his supervisor. I left a message for a Mr. XXXX ( not sure of the spelling or pronunciation of the supervisors name ) and requested a return phone call. Did not receive a phone nor a message from neither parties. I am no longer interested with refinancing with Freedom mortgage. I feel like XXXX and Freedom Mortgage deceived me by informing me that the loan process would take 30 days. I also feel deceived in the fact that they led me to believe that I would be notified during the progress of the process. It is unfair and unjust to keep to pull my credit report which caused my score to drop and now I cant refi with another company due to this inquiry. I am requesting to have the credit report inquiry deleted and removed from my credit profile along with rescinding any obligation as it relates to the refi documentation I signed. I feel discriminated against because Im not refinancing for a higher amount that others may refinance for. I also feel like they used tactics to attract people but dont follow through on their promises. This is not responsible Fair Lending practices as required by law. I also wish to be remove from any marketing as it relates to Freedom Mortgage.
Company Response:
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My pay was interrupted for two months by the va with minimal notice. This caused my mortgage to default. The va fixed the issue eventually and wrote a letter to the mortgage company explaining the situation. In the time that my loan was in default, we had a small fire in our laundry room/ bathroom. I completed the work myself even though the mortgage company insisted I needed a contractors liscence to install new flooring, a piece of drywall, a pocket door, some cleaning and paint. I explained that I was a XXXX for a family member for over ten years before I joined the XXXX. Nothing in the repairs was above the average home owners skills and anyone could learn to do everything I did to my home watching videos on XXXX. I had called them at least 6 times before they gave in to letting me work on my own property. They only told me half of the actual process to get the insurance checks endorsed and sent back to me to deposit. They advised me that if I wanted my money within 5 days to send the checks in an overnight mailer to include a return overnight mailer to get it back in said due time. I did this to a cost of almost {$50.00}. This was over 3 weeks ago and since that day, I was told Id have to wait an additional 10 ten for the inspection. The inspector came last Friday on XX/XX/XXXX. I called yesterday to ask when the funds would be realesed to me and they said it would take an additional 10 days after receiving the inspection for corporate to sign off on it. This was all given to me over 8 different phone calls and I believe 7 different employees all telling me different things. When asked to give me an idea of when the funds will be released to me and why it was taking so long after I was told 5 days well over a month ago so I could write down exactly what they told me this time. The manager stopped talking. They didnt ask to put me on another hold, they didnt hang up, they simply stopped responding to me. I demanded an answer several times and when they still refused to respond I hung up the phone. The insurance adjuster and the independent adjuster both stated that I completed the repairs in a timely and proper manner. I had to borrow money to complete the repairs and since I was told Id have the money back in 5 days, I returned it to the person I owed it to ASAP. The repairs cost me about {$1500.00}, and my mortgage payment is {$1200.00}. I told them hey can have the mortgage payment when I receive the {$8900.00} due to me from them. I also believe that they are a predatory lender and since my property is worth well over what I agreed to pay for it, they want to lay claim to it or try to get me to refinance from them for the full equity so they can make their money.
Company Response:
State: MI
Zip: 49464
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed my mortgage on XX/XX/18 with Freedom Mortgage. The loan funded on XX/XX/18. Freedom was to mail me an escrow balance from my previous loan in the amount of $ XXXX.The check was never received. I have contacted Freedom 12 times and have been lied to each phone call. Freedom has to me the check was mailed twice. They have told me they didn't have my address. They have told me a supervisor will contact me. To date, a supervisor has not contacted me and I have not received my escrow check from the XX/XX/XXXX closing. my current loan # XXXX. However, the escrow check is due from my previous account. that account number is # XXXX On my latest calls, XX/XX/18, I was told that Freedom did not have my address. On XX/XX/18, I was told by AL, # XXXX, that he could not find any record of an escrow check due me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2018-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing in regards to my current loan with Freedom Mortgage Company. Freedom Mortgage Company purchased my original loan with a correct estimated escrow amount of {$140.00} per month for county taxes. They were provided with this information for the escrow from the previous lender who showed the {$140.00} per month escrow amount value for my loan. Upon being contacted by Freedom Mortgage Company advising me of an option of refinancing my loan, I agreed to go through with the refinance. When I completed my refinance, my new loan then had an estimated escrow amount of {$43.00} per month. The average county tax for a townhome in my area is estimated to be around {$1400.00} per year. It was not until I received my recent statement in XX/XX/XXXX, that I first noticed a shortage in my escrow account, as my payment had increased by {$290.00}. I had not received any previous correspondence from the company advising me of this. I then had to call them to get the escrow shortage letter forwarded to me via email. After further review I called the company again advising them of the mistake that was made, I was told I could only dispute in writing and nothing else could be done. I have sent an email to the company 's Customer Care unit as directed. I have been told a response can take up to 30 days. Instead of my escrow estimate being based on the correct county tax amount of {$1400.00} per year it appears that the county tax amount used was based on the pre-construction value of my home. The {$1400.00} per year is the tax assessment value that should have been used when calculating my refinance.
Company Response:
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2018-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage is reporting me late XX/XX/2018 and they are in violation. They recently took over servicing of my loan from XXXX XXXX XXXX in XX/XX/2018. For one- there is a protection period once a loan is transferred for servicing : ( 1 ) Payments not considered late. During the 60-day period of the servicing of any mortgage loan,. a payment may not be treated as late for any purpose. For 2 : I had set up auto draft with Freedom already in XX/XX/XXXX and the XX/XX/XXXX payment was to be drafted. This was their error not mine. I am NEVER late on anything and have always had auto draft for my mortgage payments with XXXX XXXX and when you guys took it over it was a big mess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84095
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My hazard insurance for this property expires XXXX XX/XX/2018 and of course, my premium has increased so I am in the market for another company to service this requirement. Sometime in XXXX I called Freedom Mortgage, the mortgager, and gave them this information : do not pay the current insurance bill since I am actively pursuing quotes from other companies. I do have a quote I intend to accept but I am awaiting results of a wind mitigation inspection I decided to purchase in hopes of reducing my premiums even more. I went online to my mortgage account today to let Freedom Mortgage know that a new policy was forthcoming. However, it seems this mortgage company has disregarded my request to withhold payment to current insurance company and paid them the increased insurance premium. Now I will have to pay the new insurance out of pocket which is what I wanted to avoid. I know I should get the paid amount refunded but that could take weeks and I am on a strict budget. Freedom Mortgage has been an absolutely horrible company since day 1 when my original mortgage was sold to this organization. WHY don't consumers have the right to select their own mortgage company? Because Freedom Mortgage would surely go out of business as I know many other veteran homeowners who are as frustrated with them as I am. While writing this I am on hold with Freedom Mortgage waiting for customer support. The recorded message claims they are handling calls from hurricane affected people but the hurricane is still active. I can see an insurance company being overloaded with calls but a mortgage company? This early in a hurricane? Come on! You are supposed to be a consumer protection agency yet NOTHING is done about Freedom Mortgage from what I can tell. They should in the very least be barred from providing, administering and servicing VA Home Loans!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32533
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A