Date Received: 2018-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX of this year a contacted a lender about refinancing my current mortgage. During that process it was discovered that I had a past due amount for property taxes totaling XXXX. I checked with the county and sure enough my property taxes had not been paid. This was the first time that I became aware of this. I escrow my property taxes and insurance into my mortgage payment which has been paid on time every month. I contacted my current mortgage company, Freedom Mortgage to find out why they had not paid the taxes. They assured me that they made the payments. In fact, they claimed to have made three ( 3 ) payments ( XXXX, XXXX & XXXX ). After some research on their part they discovered that the payment they sent in XXXX was returned because it was for the incorrect amount. When it was returned they failed to issue a new check and get my taxes paid. I inquired as to why so many checks were written to pay my taxes ( as they were not partial payments but full payments ). They did not give me a clear answer, only that they send bulk checks to the county. However, they claimed that the three checks that they sent on my behalf were not bulk checks but individual checks just for my account. Despite this, they do not know what happened to the XXXX and XXXX check as it was only the XXXX check that was returned for the wrong amount. It would appear also that they waited until the very last minute to pay the taxes because the bills go out in XXXX ( in XXXX county we have until XXXX the following year to pay ) yet they did not send a payment until XXXX. In good faith I make my monthly mortgage payments which includes escrow so I expect my mortgage company to pay my property taxes in full and on time. I have now suffered harm as a result because in the process of my refinance the delinquent taxes will now cost me money because it will have to paid by new lender and added onto the loan. Therefore, Im forced to take a higher loan amount if I chose to go through with the refinance due to my current lenders incompetence and what appears to be funneling of money. They need to be thoroughly investigated. Ive uploaded a copy of my annual escrow statement which was sent in XXXX which shows how much was paid into escrow and how much they claimed to pay out, yet my taxes are delinquent. Also uploaded is a copy of the county 's invoice.
Company Response:
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My previous mortgage ( XXXX ) was purchased and transferred to another mortgage company, Freedom Mortgage ( FM ), on XX/XX/XXXX. They lost my first-month payment check ( {$1900.00} ) during the business transaction. I kept calling their customer service to search for help on the second month, XX/XX/XXXX. I made a lot of phone calls ( Agents XXXX, XXXX, XXXX, XXXX etc. ) and they had no help. At the third month, my bank told me that check didn't cash out for 3 months and they had stopped payment. At the period of time asking help from Freedom Mortgage, I still keep paying my regular monthly payment ( {$1900.00} ) on time. My bank ( XXXX ) also issued a letter of Good Faith to FM. However, FM still reported to 3 credit agencies to damage my credit scores and charged a fee ( {$15.00} ), due to the delinquency of my mortgage, which I didn't. On XX/XX/XXXX, Freedom Mortgage sent my so called 'Escorw analysis ' to me and ask me to pay extra Escorw payment ( {$880.00} ) either pay in full or split into monthly payment ( {$1900.00} ). I don't like change my regular payment. So I paid in full of Escrow payment ( {$880.00} ) with regular mortgage payment ( {$1900.00} ) on time in XX/XX/XXXX. Then, they miss calculated my whole account and want me to pay for more than double monthly payment with late fee ( {$4000.00} ) by the end of XXXX. Even though I called the customer service to get the correction, they still want to pay some extra money by the end of this month. Otherwise, the customer service agent warned me that they will report to credit agencies again. Every time they messed up my account, they charged extra fees ( {$15.00} ). I don't want to pay for their mistake, but they tried to use the Escrow payment to cover them now. I think it is the wrong way to use my Escrow account. Now, I see my account is totally messed. It showed that I didn't pay for my Escrow account and my Escrow payment was used to pay for something else, I still am charged for higher monthly payment ( {$1900.00} ) for my next payment and couples of extra fees. I feel I was mistreated by this mortgage company and try to search for help and advises. It is no help to call Freedom Mortgage customer service. I tried to contact 3 credit agencies to hold or correct my record and no positive responses. I can provide my more details of bank account, regular payment, and their messed mortgage statements as evidence. Thank you for help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My escrow account has risen twice in the past year. When I looked through the escrow, Freedom mortgage is charging me for two insurance plans. In XXXX of last year they paid {$690.00} for XXXX XXXXXXXX XXXX for my up to date insurance that is from XX/XX/XXXX-XX/XX/XXXX. In XXXX they again charged me for {$1400.00} for XXXXXXXX XXXX which I had cancelled in XXXX of last year. I have sent the appropriate emails for an escrow analysis four times with no response and have called the company three times. I was told the escrow analysis and change would happen no later than the XX/XX/18 and I still have not gotten any response. This has been ongoing for 2 months and I have never been late on my payment, but I should not have to pay the substantial increase on my mortgage payment d/t a mistake on their part. Thank you, XXXX XXXX loan number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2018-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2017 My house burned. I had to have a public adjuster group assist in getting fair value. They took $ 30K of all monies. XXXX gave all monies to the mortgage company Looking at the Freedom Mortgage web I was given {$140000.00}. {$140000.00} - {$30000.00} = {$110000.00} Freedom Mortgage gave me $ 40K and said when done 50 % they would give more. How do I get 50 % done on $ 25 % of the monies. I fought for more. finally got it and completed 55 %. They gave me another $ 25 % and said I get the rest when 100 % done. I fought again How do I finish 100 % on 75 % of the monies. they finally gave me another $ XXXX and I am at 80 % complete. I have been fighting to get the remaining $ XXXX to finish rugs, doors, dining room floor and molding. They will not release it. My mortgage is only {$720.00} per month. In essence Freedom is holding 22 months of mortgage payments. The monies given to Freedom were about $ 40K above the actual mortgage and they did not even put the monies, that were technically mine in an interest bearing account. I take care of a homeless man and his XXXX XXXX XXXX son which also contributes to expensis All the above letters, inspections, and requests to Freedom Mortgage can be found on their web sites. I will supply anyone with the info to log in and see dates and times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back in XXXX of XXXX XXXX Louisiana had a flood and at the time I was employed at a car dealership the flood made it difficult to sale cars and I got in a bind with paying my mortgage. I reached out to freedom Mortgage to see what could be done to help with the situation and they asked all about the flood and whether or not i was affected by it. I answered all the questions and was given the opportunity to take a forbearance on the loan. It was explained to me that for 3 months I would have no payments due but would still acquire interest. The 3 payments would be put on the back end of the loan and I would assume regular payments at the end of that. At the end of the 3 months freedom mortgage told me the I had to pay all 3 of the months at the moment. I have been trying to get this fixed for over a year now and its making it very hard to catch up on my payments with late fees and all. please look into this all I'm asking for is to be allowed to opportunity to catch up like they told me I would be able to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70607
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Freedom Mortgage, Your demand for {$2100.00} shows that you failing to credit moneys received. This brings the amount moneys you have demanded in the last 27 days to XXXX. Based on you letters and your actions it is your goal to force property in to foreclosure to incur fees, cost and other amounts that you see fit to impose, so you may profit from the foreclosure of loans and property. It is very clear that your company want to refinance this loan, the contestant barrage of mail to refinance and the calls to my employment to solicit me to refinance this loan. Assuming 3 days for mail your letter was not mailed before Wednesday the XXXX of XXXX, whereas the XXXX was a Sunday it is doubtful that the letter was written on the XXXX. I find your company actions to show that your employees are without integrity. Freedom Mortgage shall provide an accounting of all funds received and dispersed from the inception of the loan showing how each payment was applied to the principal, interest, escrow, taxes and all other disbursements made.
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: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Receiving harassing calls, showing up at residence, knocking on neighbors doors etc, company states they don't have my contact numbers ( XXXX ) XXXX XXXX never changed, these contacts are also showing on the portal, I have requested more then once not to call and or bother me @ the residence, I asked that they take the proper avenues legally to protect there interest as Iam awaiting such actions and will be filing bankruptcy. Freedom Mortgage has sent investors at late evenings disrupting residence, I have asked numerous times not to bother me or harass me today again XX/XX/XXXX attached letter taped to my door,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89102
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage is claiming there is a shortage in the amount needed for my escrow and claim that it is due to a random " estimation '' with no proof to back it up. They are forcing me to pay an extra {$300.00} immediately, plus {$5.00} increase in my escrow per month. Looking up reviews on the company, Freedom Mortgage frequently does this scam and frequently claims the escrow account is " empty '' even after paying into the escrow and the company has not paid anything out of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage lost my XX/XX/XXXX mortgage check, thus charging me {$40.00}. I sent in a replacement check which they also lost, and charged me another {$40.00} and adversely affected my credit rating. OnXX/XX/XXXX I received a peculiar phone call from Freedom Mortgage. The individual on the phone bluntly asked me if I had sent in my XXXX mortgage payment. I was rather taken aback by this strange call, and said, " Yeah I did, Why? Did you loose that one too? '' He answered by telling me that they were calling random mortgagee 's and asking when they sent in their mortgage payments. I always sent mine in 3 or 4 days before the first of the month. He continued on to tell me that they had been having trouble getting their mail at their mortgage receiving facility since about mid XXXX. I replied, " Oh, is that why both of my XXXX checks were lost? '' He simply said, " Probably. '' I asked him if I could get something to that effect in writing so I could restore my credit. He said he would send me a letter stating the problem, but he was probably told by his superiors that such a letter would admit guilt. needless to say, I never got that letter. I never had a late mortgage payment in 23 years. Now because of their own negligence I have a bad credit rating, dropping about 100 points for two late mortgage payments. I have since sold my home, but would like to buy another. I have written several letters asking them to expunge the bad rating they caused, and to restore my credit. They have refused to assist me on any level. I know they are in violation of UDAAP laws as they knew this problem existed for about a year, and dragged their feet in getting it resolved with the Post Office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to set up twice monthly payments with Freedom mortgage for 6 weeks. Ive tried online 6 times ( weekly ). Ive called three times. They take my info and say its set up and then call the other person on the loan ( not me ) 3-5 business days later stating it didnt work. I review my routing and account number every time ( 3-4 times ) and its the same issue each time. I can not set up more frequent than monthly payments on the phone and can not set up any payments online. Ive been given 3 different stories from 3 different reps. We tried to refinance also and they ran our credit scores and stated our {$130000.00} annual income ( up {$40000.00} from when we initially purchased ) is insufficient for a refinance and we need to keep paying PMI. When our loan is {$25000.00} less than our original loan. This company is a sham. I get a million different excuses/ and they made me pay one month in advance for the semi monthly which they seemed to have absolutely no problem setting up, but cant take the money that is due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A