Date Received: 2018-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I completed / closed on a refinance loan in XX/XX/XXXX, with XXXX XXXX XXXX, {$240000.00}. I have statements from XXXX XXXX that accurately reflect Escrow and Principal amounts along with correct recording of my payments and property tax payments. I also have bank statements that prove I made these payments. XX/XX/XXXX - XXXX XXXX deposited {$3600.00} into my escrow ( from my loan ) XX/XX/XXXX - I made my XXXX mortgage payment to XXXX XXXX for the amount of {$2800.00}, {$500.00} extra was applied to principal, {$500.00} was for escrow, the remaining was applied to principal and interest. XX/XX/XXXX - I made my XXXX mortgage payment to XXXX XXXX for the amount of {$5300.00}, {$500.00} extra was applied to principal, {$3000.00} extra was applied to escrow, {$500.00} normal payment to escrow, remaining amount applied to principal and interest. As of XX/XX/XXXX, XXXX XXXX correctly identified my principal balance as {$230000.00}. As of XX/XX/XXXX, XXXX XXXX correctly identified my escrow balance as {$7600.00} On XX/XX/XXXX, XXXX XXXX correctly paid my tax bill of {$2500.00}, leaving an escrow balance of {$5100.00}. -I received notice in XXXX that Freedom Mortgage would start servicing my mortgage on XXXX XX/XX/XXXX. XXXX - I received a statement from Freedom Mortgage that I was due to make an XXXX mortgage payment, my escrow balance was {$1600.00}, my principal balance was {$230000.00} -WRONG- -I contacted Freedom Mortgage Customer Care XXXX several times stating that have already made my XXXX payment and that escrow and principal numbers are incorrect. Nothing changed. -XX/XX/XXXX & XX/XX/XXXX - I emailed bank statements, and XXXX XXXX documents to XXXX to further support my claim that Freedom Mortgage number are not correct. -I have recently found that Freedom Mortgage also made a tax payment and now refuses to request a refund from my town hall. They made this transaction prior to the XX/XX/XXXX, service date start. I have a document that proves my XX/XX/XXXX, tax bill already paid. -I have called spoken with Freedom Mortgage Customer Care so many times ( Wednesday XX/XX/XXXX with XXXX , Agent # XXXX ) and nothing, nothing has changed. XXXX - I made my XXXX mortgage payment under the threat from Freedom that my credit score would be affected if I did not pay by XX/XX/XXXX. But the numbers they have are WRONG! I should be able to apply extra money towards my principal, i.e. take the extra money from escrow ( that should be there ) and apply towards principal ... .but they are denying the money exists!!! I am also scared they are not accurately accounting for my principal amount!!!! I have ZERO trust for this company. What can I do??? XXXX - Sent email to XXXX to request they stop servicing my escrow. I will pay my own tax and insurance from this point. I don't know what I can do about my town-hall as they refuse to refund me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my house in 2012, instead of an actual appraisal the company used the county appraisal value of the home $ XXXX as a cost saving measure instead of full appraisal. The refi amount was $ XXXX. Fast forward today the loan value is $ XXXX and current home value $ XXXX. I have asked for the removal of escrow ( taxed & insurance ) no PMI ever on this property. The company is telling me that escrow cant be removed because my LTV based on the original inaccurate appraisal is above 80 % and my balance would need to be $ XXXX in order to remove. I have spoken to numerous customer representatives and I am constantly provided a different reason for not being able to remove this escrow
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: 2018-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan No : XXXX Freedom Mortgage keeps applying Escrow balance to every months auto payment. They know that I have selected no Escrow for my mortgage where I am paying separately for Mortgage insurance and city taxes. In-spite of calling every week and this issue is ongoing for the past 6 months, Freedom Mortgage has failed to resolve this internal clerical error that they have. They are not helping. It is unethical to charge a customer Escrow balance for insurance when I told them I do not want their bank issued insurance coverage. I have provided proof of coverage continuous since 2014. My Mortgage payment has gone up because of this unethical and unauthorized escrow balance. Freedom mortgage has created a Escrow balance of {$11000.00} that is entirely fraudulent. I called Their bank owned insurance company and there is no insurance policy set up. They are figuring out these alternate means to cheat customers and collect additional funds beyond the normal interest rate they earn through mortgage. I did a little bit of research for Freedom mortgage and there are many complaints about this mortgage company applying the same schemes to cheat customers and collect additional unauthorized funds on the mortgage. I believe serious actions need to be taken to penalize this organization for their unethical business practices. I have wasted hours over the phone every week trying to resolve my situation but the outcome is going nowhere. Regards, XXXX XXXX XXXX Please read the following supportive links : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48168
Submitted Via: Web
Date Sent: 2018-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My wife and I have a relationship with credit monitoring companies : 1- XXXX XXXX 2-XXXX XXXX Several times over the last few months, I received notifications from both companies, alerting that Freedom Mortgage has made " hard inquiries '' into our credit file, without our consent. The company numerous with attempts to question why, and I had not completed a application the times the inquiries were made ( XXXX, XXXX, XXXX, XXXX-twice ) In XXXX we connected with a person who identified his self as XXXX, a manager in Client Services, who spoke with me on a recorded line. XXXX confirmed the problem was real, and it had been happening to others. XXXX state XXXX sold them our social security number, but they should not of made the hard inquiry without my authorization or an completed application on file. XXXX, said the problem would be escalated, and the inquiries removed immediately, but I would hear back in 24 hours from the sales Manager, this never happened. although XXXX provided his phone number, although he never ever took any further calls, or return voice messages left. Attempts to reach him were un-successful. On way call made to the company, XXXX spoke to me through a CS representative, whom he advised and it was repeated over/over, he could not take my call, that he was in a meeting. Yet he spent over 20 minutes repeating this to the CS that tried effortless to get him to take the call. After checking back with the credit bureaus suddenly the inquiries disappeared from XXXX, to only reappear on XX/XX/XXXX. After many attempts I was able to reach someone that identified his self as a sales Manager named XXXX XXXX, who said he too would look into, and get back with me. He also provided an email address, and ask for proof which was sent to his email. I have not heard back from Mr. XXXX either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01701
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have a relationship with credit monitoring companies : 1- XXXX XXXX 2-XXXX XXXX Several times over the last few months, I received notifications from both companies, alerting me, that Freedom Mortgage had made " hard inquiries '' into my credit file. This has been without my consent. I contacted the company numerous with attempts to question why, and I had not completed a application the times the inquiries were made ( XXXX, XXXX, XXXX, XXXX-twice ) In XXXX I connected with a person who identified his self as XXXX, a manager in Client Services, who spoke with me on a recorded. XXXX confirmed the problem was real, and it had been happening to others. I asked XXXX where did you get my information from? He stated, XXXX sold them my social security number, but they should not of made the hard inquiry without my authorization or an completed application on file. XXXX, said the problem would be escalated, and the inquiries removed immediately, but I would hear back in 24 hours from the sales Manager, this never happened. although XXXX provided his phone number, he never ever took any further calls from me, as I attempted to reach him afer " not '' hearing from the infamous Sales Manager with no name. After checking back with the credit bureaus suddenly the inquiries disappeared frm XXXX, to only reappear on XX/XX/XXXX. After many attempts I was able to reach someone that identified themself as a sales Manager named XXXX XXXX, Who said he too would look into. He also provided an email address, and ask for proof which was sent to his email. I have not heard back from Mr. XXXX either this was a week ago. My Husband has experienced the same.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01701
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Freedom Mortgage, Your correspondence dated XXXX XX/XX/2018 the postmark was not applied tell the XX/XX/2018. We are unable to determine when it was actually provided to the US Mail service, as the postmark is not canceled. Your correspondence denotes the use of bill pay of which is not used by the borrower. Thus highlighting the fact you are not understanding or reading the correspondence sent to you. Your correspondence states that enclosures are with the correspondence but there are none. As you received payment for XX/XX/2018 and failed to credit the payment thus causing a late payment in XXXX and XXXX the late payment is due to your actions not the borrower. Wherefore the payment did and was verified to have made to your bank account thru your action of depositing the check, you did receive payment. Therefore your actions of demanding a late fee '' and inspection fee '' are fraudulent. You have had sent to you copies of the canceled checks for the month of XXXX and several months prior to XX/XX/2018 showing that you did in fact receive payment. Your choice to ignore the fact you did receive payment and make claims of late payment to credit agencies to damage the barrowers credit represents your flagrant dishonesty. All contact shall be thru correspondence. Freedom Mortgage shall provide to the borrower thru the US Mail an FULL accounting of all funds received and dispersed from the inception of Freedom loan # XXXX ( XXXX XXXX # XXXX ) showing how each payment was applied to the principal, interest, escrow, taxes and all other disbursements made. All disbursements shall be clearly described. The description shall not be deceptive, the term fee or other shall not be used.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98223
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have submitted 2 loss mitagation hardship packets to Freedom Mortgage. Both packets were rejected, due to missing documents. We have submitted the documents that were advised were missing in the initial submission, both times, and also resubmitted the documents a second time and was still rejected due to these documents not be received/processed or even lost by the mortgage company. The first loss mitigation packet was submitted in XX/XX/XXXX, and the reported missing documents were sent within a week of receiving the letter on XX/XX/2018. And with the 2nd packet submitted, we received a letter on XX/XX/2018 that also said there were missing documents. We submitted these again by the XX/XX/XXXX. I also spoke to a XXXX on XX/XX/18 and she said the documents were received and submitted for processing. I believe that the mortgage company is not accepting my wifes paycheck stubs on both occasions. We have made several attempts and phone calls to Freedom Mortgage and they have continued to reject our loss mitigation application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60013
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This started in XX/XX/XXXX I lost my job. I started a temporary job making {$4.00} less per hour XX/XX/XXXX to XX/XX/XXXX. We were paying the current mortgage but were unable to catch up the two months we were behind. At that time we were one to two months behind on our mortgage. I called the Freedom Mortgage company in XX/XX/XXXX/XX/XX/XXXX and explained the current situation. They told me I should do a loss mitigation packet. Then in XX/XX/XXXX I hurt my XXXX and was unable to work and we started to get further behind. I sent a packet myself with no assistance to them. They responded saying I needed to redo 4506-T. I complete the form with a customer service rep from Freedom Mortgage. I sent the mortgage company this for and my taxes from XXXX and XXXX, The mortgage company responded by sending me a new packet and the 4506-T form was still incorrect. Freedom then sent a letter stating we needed to go to a HUD housing place to assist me with the loss mitigation. In XX/XX/XXXX made appointment with XXXX XXXX XXXX. They submitted the packet and the mortgage company continually asked for information we had already sent. I requested a meeting with XXXX in XX/XX/XXXX. I was still getting notices from Freedom. I then received a letter hand delivered to my door trying to see if we live there but it was not stamped. XXXX suggested we do a whole new packet. I did not understand why that was needed. They had contacted Freedom but was unable to explain what was going on. In XX/XX/XXXX we received a foreclosure from Freedom. I contacted Neighborhoodworks asking what we should do what was happening. He did not know and was also frustrated with Freedom. We asked to be referred to another agency. I was referred to XXXX ( XXXX XXXX XXXX ). We sent another packet. The did respond saying 4506-T was incorrect and we need to send taxes XXXX, XXXX, XXXX. In XXXX to present Freedom has refused to accept our current mortgage payments. So as of today we are now behind six months. Additionally an individual who was from Freedom and wanted to take pictures and verify we lived at the house. Freedom officially accepted the loss mitigation packet in XX/XX/XXXX. We were verbally informed that Freedom had made a decision and emailed it to us. The letter supposedly stated we would need to {$2300.00} per month to catch up. Our original mortgage payment {$890.00} including taxes and insurance. As of today XX/XX/XXXX we have yet to receive anything from Freedom nor has XXXX. We believe they are trying to take our house. It is unclear why they will not continue taking payments while we work through this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55106
Submitted Via: Web
Date Sent: 2018-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has repeatedly not credited timely payments by holding up the processing of these payments until after the " late payment date ''. Then the following invoice includes a " late fee '' for not making a timely payment. In this case, the payment was not processed for 3 weeks after the payment was made. As this continues, late payments accrue as it is not possible to receive the next months invoice ( with the new " late charges '' ) in time to pay the next, which based on their processing times exceed three weeks. The last time this happened, they refused to apply my payment because it did not include the " late fee '' and hit me with a credit ding for being 30 days past due. Of course I had no idea it was processed after the deadline, as all of these payments are automatic through my on-line bill payment. It seems Freedom Mortgage is using this technique to skim an additional payment on each mortgage payment. It seems irrelevant when they receive payment, they only credit the payment when it is " processed '', which is entirely up to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I AM APPLYING FOR HARDSHIP ASSISTANCE WITH MY LENDER FREEDOM MORTGAGE. THEY ARE REQUESTING FOR MY XXXX TAXES, I HAVE LOST MY 1040 'S AND HAD TO CONTACT THE IRS TO REQUEST FOR A COPY WHICH THEY PROVIDED MY TRANSCRIPTS FOR XXXX AND XXXX. I HAVE SENT THEM TO MY LENDER AND THEY ARE STILL REQUESTING FOR MY TAXES, I HAVE CONFIRMED THAT THEY HAVE ALREADY RECEIVED THE TRANSCRIPTS VIA EMAIL AND THE REPRESENTATIVE THAT I WAS SPEAKING TO TODAY STATED THAT HE DOESNT KNOW WHAT TRANSCRIPTS ARE!! THIS IS INSANE! HOW DO YOU LIVE IN UNITED STATES AND NOT KNOW WHAT IRS TRANSCRIPTS ARE, HOW CAN FREEDOM MORTGAGE HAVE AN UNDERWRITER ON STAFF THAT DOES NOT KNOW WHAT TRANSCRIPTS ARE!! I LITERALLY HAD TO EXPLAIN STEP BY STEP WHAT TAXES ARE FROM 1040 'S ALL THE WAY TO TRANSCRIPTS FROM THE IRS!! IT IS APPARENT NOW THAT FREEDOM MORTGAGE IS DUAL-TRACKING AND I WILL NOT TOLERANT THIS IGNORANCE. IT IS NOT MY RESPONSIBILITY TO TRAIN FREEDOM MORTGAGE UNDERWRITERS AND EMPLOYEES TO RECEIVE HARDSHIP ASSISTANCE.
Company Response:
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A