Date Received: 2018-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, we were granted a disaster forebarence. I was told it was my choice to modify or do a forebarence at the end of the 3 months. In XX/XX/XXXX, I received a letter stating I wasnt eligible for a modification. The 1st payment was due XX/XX/XXXX. I was told I had to pay basically {$5000.00} ( 4 months mortgage payments ). XXXX ( old servicer ) told me FHA wont allow a modification if it causes my payments to increase. After 2 months of arguing they agreed to do a modification. After I sent in all requested documents the loan was transferred to Freedom Mortgage. I have been going back and forth with Freedom Mortgage since XX/XX/XXXX. I have sent documents, they request the same documents stating what they have is outdated. I was told they are asking for documents required by HUD. I made a HUD complaint so I have a direct point of contact, she told me all HUD requires is proof of income before the disaster. I keep waiting 30 days for underwriting to make the adjustment but I keep getting letters and/or calls asking for more documents, that they havent received the documents. Today I got a letter saying if I dont pay {$4000.00} by XX/XX/XXXX, that they were going to start foreclosure proceedings. This needs to be rectified within the next 5 business days. I am in the process of refinancing and if the new company contacts Freedom for a mortgage statement and they report that I am past due 3 months, I will sue! This has been going on for 4 months! I was apart of a disaster relief program, I should not be treated like this!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I spoke with a representative with Freedom Mortgage Corporation who advised that the company does not permit account holders to initiate or make payments through its online payment portal, other than the exact amount equal to the monthly loan payment. This representative advised one of the alternative methods is if the consumer/account holder initiates a payment through their customer service number, yet is assessed a fee. I believe that this company 's policy only impedes consumers/account holders from making multiple payment, and is detrimental and burdensome to its account holders. Additionally, the archaic online payment system is simply abnormal business practice. Banks and consumer credit card companies maintain online payment portals that allow its consumers/account holders the ability to issue 1 or several payments in real time, or scheduled in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2018-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Per my previous complaint - that the CFPB just closed without allowing me to rebut - I received this in response from Freedom Mortgage towards end of response " Currently, there is {$520.00} in unapplied funds from the prior payment which can be used to complete the next payment due ( XX/XX/2018 ). Please remit $ {$3200.00} ( {$3800.00} - {$520.00} ) to satisfy the XXXX payment .Your monthly payments thereafter will be {$3800.00}. Your complaint states that you only intend to pay the prior payment of {$2800.00}. Please note that partial payments can not be posted as regular payments and will not advance the due date. Sincerely, XXXX XXXX XXXX Director Customer Service Freedom Mortgage Corporation '' I can not afford the new payment - so therefore, I will be only paying the amount I am in contract for - I will be pay {$3000.00} a month - that is the best I can do and I will not entertain any further discussion of the matter. I have children and they need FOOD, WATER and ELECTRICITY - is that in ANYWAY UNCLEAR? I have submitted information for possible modification or something - 4 TIMES! Each time - they claim that I did not send them all information - I have every fax and email with ALL information requested. I just checked my account online - I posted a payment from my banks bill pay website of {$3000.00} on the XX/XX/2018 - Now they claim I owe them an additional AMOUNT almost to amount of {$4000.00}???? What are you playing at? " Next Payment Due on XX/XX/2018 {$3900.00} Last Payment Received on XX/XX/2018 {$3000.00} ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2018-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage charges me {$160.00}. to make payment, and {$30.00} for each question i have. I believe it wrong, they need to stop it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Starting back in XX/XX/XXXX I had been trying to do the biweekly payments but they wanted a month ahead and we could not do that. I started making partial payments. The first email I sent was XX/XX/XXXXwith out hardship letter. XX/XX/XXXX I emailed in my sons bank account statement.XX/XX/XXXX emailed income that had not been received since a specific date. XX/XX/XXXX emailed my child support paperwork with proof of income. Received letter requesting specific paperwork. again on XX/XX/XXXX thru XX/XX/XXXX emailed paperwork requested. After a while they asked for paperwork again. Finally stating that some of it was not filled out right. This time I filled out that paperwork again and mailed it and It was signed for by XXXX XXXX on XX/XX/XXXX. Paperwork was due by XX/XX/XXXX. On XX/XX/XXXX, I receive a phone call at XXXX XXXX from XXXX ID # XXXX stating that they needed the XXXX corrected in the address and phone number. Only page two of our XX/XX/XXXX taxes with our signatures on it and our hardship letter. I was told I needed to add on LIne 5 of the XXXX the word Corporation after Freedom Mortgage. and Their phone number. I was told they needed page two of our taxes signed and dated. I faxed those pages in on XX/XX/XXXX at XXXX XXXX. Then another letter comes dated XX/XX/XXXX wanting 1. federal tax return all pages ( already sent three times except page 2 needed signed and dated ). Year to date profit and loss statement signed and dated. 3. 3 months of recent business bank account ( I don't have any business accounts, and was told to write a letter stating that ) 4. complete financial worksheet. I sent in the two pages I have that state " Financial Report ''. I faxed these items in XX/XX/XXXX at XXXX XXXX, one page and XXXX 3 pages. I called on XX/XX/XXXX and spoke to XXXX # XXXX and was told they did get the papers and were working on reviewing the packet. XX/XX/XXXX received another letter requesting paperwork again. 1. Recent tax return. 3 months business statements. YTD profit and loss statement and Financial worksheet. I called today and spoke to XXXX # XXXX. I was told that they had none showing up. No tax return ( has been sent now three times and emailed ). Profit and loss statement which was faxed. Business statements to which XXXX stated to write a letter explaining that I don't have a business account. and again complete financial worksheet, not explaining that this last one has 6 pages to it and the whole packet has different titles on each page. Only one states " Financial Report '' and has a second page. The other say Financial Report, Hardship Affidavit, Monthly Expenses. This back land forth and run around has been going on now since last year. Now they have started the foreclosure. We went to a HEMAP Counselor Thursday.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17268
Submitted Via: Web
Date Sent: 2018-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today after years of saving and smart planning I called Freedom Mortgage to pay off my mortgage balance and they would not take my payment. Next, the want to charge me {$30.00} to have someone from the escrow department calculate my payoff amount and then they are supposed to send me an email me next week with a payoff amount. At that time, I then have to initiate a wire transfer from my bank in that payoff amount before a certain date. Payoffs are extremely easy to calculate and being charged an additional fee and additional interest charges to purposefully delay my payment is criminal. Your software can do that instantly and you can take an e-check instantly online or over the phone but they refuse to do it. they should be prosecuted for this business practice. This is intentional fraud to dissuade pay offs, keep customers in debt and nickle dime them for additional made up fees. Terrible. -XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63118
Submitted Via: Web
Date Sent: 2018-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was sold to Freedom Mortgage. We have a XXXX ( k ) FHA Renovation Loan, because we purchased a historic home that needed a lot of rehab work. Our loan closed in XX/XX/2013. Our loan documents state that we will pay a monthly mortgage insurance premium until our home reaches 78 percent loan to value of the original purchase price, assuming we paid an up front mortgage insurance premium - which we did do ( our loan documents confirm this ). Freedom Mortgage requires you to contact them via email to request information about removal of Mortgage Insurance. I emailed them to confirm the process, since we are just a couple of months away from reaching our 78 % loan to value to be eligible to remove the Mortgage Insurance. They responded with a letter with one line telling me that because my loan is a FHA XXXX ( k ) Renovation Loan, the Mortgage Insurance is required to stay on for the life of the loan. I responded with more information, and have now received three letters saying the same thing. Federal rules changed in XX/XX/2013 such that many new FHA loans DO require Mortgage Insurance for the life of the loan. But our loan closed in XX/XX/2013, and so those new rules do not apply to our Loan. We have not refinanced. We are nearing the 78 % loan to value and in a few months will be eligible to request that the Mortgage Insurance ( quite costly per month ) be removed, per the conditions of our loan. But Freedom Mortgage is refusing to acknowledge this. I have sent them scanned copies of our loan documentation, information on the changing mortgage insurance rules, etc. They just keep responding with the same information - a one-line response saying the Mortgage Insurance will stay on for the life of the loan, blatantly different from the terms of our loan documentation. I even confirmed I am right with the loan officer who secured our original mortgage. When you call their number they provide, the people who answer tell you that they think you are right, but that they have no ability to communicate with the people who send the letters. In fact, they say the department that sends the letters does not even have a phone number. I am hoping this helps others and helps us to get the issue resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2018-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made extra payment this year to reduce my balance to < 78 % of the original purchase price of my home so that I could automatically eliminate PMI insurance on my Mortgage. The original purchase price / appraised value of my home was {$210000.00}. On my statement dated XX/XX/XXXX my outstanding principle was {$160000.00}. The equity in my home is 77.489 % which should have triggered an cancellation of PMI insurance. On my statement dated XX/XX/XXXX my outstanding principle was {$160000.00}. The equity on my home 77.26 %. I was still charged PMI of {$91.00} on XX/XX/XXXX. On XX/XX/XXXX, I called Freedom mortgage and the agent on the phone confirmed my balance was below 78 % and was not sure why my PMI was not cancelled. He state the department that handles that does not take customer calls and I would need to submit an email. I emailed XXXX on XX/XX/XXXX Attn Correspondence department. I am requesting that PMI be removed from My account. I have paid down the balance so it should no longer be required. Loan XXXX signed with my name address and phone number. I received and letter dated XX/XX/XXXX. In this letter they are basically only listing options that would require and Appraisal be done on the properly. One of the statement even state the new appraisal must demonstrates a loan-current value of 75 % for loans aged between two to five years. They are total ignoring the fact that the Homeowner Protection of of XXXX required and Automatic Termination of PMI when the principle balance of the mortgage reached 78 % of the original value of the property. It is my under standing from reading CFPB Bulletin XXXX that a new appraisal is not required and PMI should have been cancelled on my account. I believe they owe me a credit for {$91.00} per month since XX/XX/XXXX and I should no longer be charged PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29036
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my mortgage company increased my escrow payment effective for XX/XX/XXXX. I contacted the mortgage company after receiving this in the mail on the following dates ; XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. When I called I Informed them on several occasions that I was a XXXX XXXX service connected XXXX veteran on a fixed income and that the increased payment was going to be financially burdensome. After speaking to a representative at the company I was asked to provide proof that I would be receiving a XXXX veterans homestead tax exemption which would have made it possible for them to have my escrow payment lowed. During a conference call with my county and the mortgage company some records were sent to verify my tax exemption status. Those records were received by my mortgage company however, they have refused to lower my escrow payment after I have made several request, both in writing and verbally over the phone, with over 10 different employees. Some of whom I was told were supervisors. I have told them several times that they have overestimated my taxes due to my tax exemption but when I call they are often rude and not helpful. After trying to get this fixed before the new high payment went into effect, I am left here at the due date trying to come up with the funds so I don't loose my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45230
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Between late XX/XX/XXXX and mid XX/XX/XXXX, I was having a combination of issues that led to missing a payment. 2 weeks after purchasing a new vehicle with reasonable payments, I switched shifts from night shift to day shift, and had a slight loss in accrued overtime hours. Shortly thereafter, my fianc started having some health complications 18 weeks into her XXXX that ended with the XXXX XXXX XXXX XXXX. Between the time I had to take off in late XX/XX/XXXX/early XX/XX/XXXX to assist in hospital visits ( 6 days total ), the change in shifts and getting back on track, we fell behind enough that I had no choice but to miss the payment for XX/XX/XXXX and roll the funds into XX/XX/XXXX, and make up the missing payment with my tax return. I made a payment in XX/XX/XXXX with my then mortgage company ( XX/XX/XXXX ) who forwarded the payment to the company they sold my mortgage to, Freedom Mortgage. at this time, I am unaware that my mortgage has been sold to a " debt collecting '' mortgage company. XX/XX/XXXX comes around. I try to process a payment, and am promptly informed that Freedom Mortgage is now my go-to company, that XXXX no longer handles my payments. I call Freedom Mtg, they inform me they will no longer be accepting payments from me unless I go through their loss mitigation process. The young lady over the phone tells me that I will be required to make my normal monthly payments during the loss mitigation process, and agrees to send me a packet to fill out. She lets me know the logical solution freedom will come to will be to roll the missed payment to the end of my loan and let me carry on with normal payments. I receive the packet on the XX/XX/XXXX. According to the packet, I have 30 days to fill out the information and return it to Freedom. I filled it out and mailed it back on XX/XX/XXXX. Within a week, I have notices on my front gate, a mailbox full of forclosure notices, and letters coming in from an asset management company Freedom hired to myself and my " unidentified spouse ''. XX/XX/XXXX comes around, I call to make a payment. I am informed that I still can not make a payment, and they still have not received a packet. Early XX/XX/XXXX comes around, still no word from Freedom, just a normal monthly statement telling me I am now a little further behind than I was. I call in, and am told that they still have not received the packet. I requested a fax number to send the documents to, and the lady on the phone tells me they do not have a fax number I can use, it all has to be processed via mail. So, I went home, filled out another packet, and mailed it again. Around mid XX/XX/XXXX, I am contacted by a VA representative, who I explain everything above to. She informs me that she will be contacting Freedom on my behalf. I requested that she pushed to have me put on freedoms Single Point of Contact list. On the XX/XX/XXXX, I receive an email from my VA rep stating that Freedom still has not received a packet, and I have been requested a SPOC placement so I could directly deal with whomever at freedom is handling my file. Up to that point, every two weeks when I get paid, I call and am told I still may not make a payment, and am told they do not know if my packet has reached loss mitigation. They told my VA rep a different story. they told her it had not. Within a week, I receive a letter and a new, same packet to fill out. Like magic, this letter finally has a fax number and email to send the packet to. I immediately begin sending the completed packet fax-to-fax and fax-to-email weekly. No word from them until late XX/XX/XXXX. I get a phone call and an actual voicemail from someone at Freedom. I call back, and am told, still no packet. I am borderline irate by this point, and tell the gentleman on the other end of the line he needs to call the Loss Mitigation department and clarify right now. He does, and is told the packet arrived, but there is a missing signature on one of the forms, a missing date on another, and Freedoms address missing on the XX/XX/XXXX form ( it wasn't missing, they pre-print their address on the line ). What I am understanding from this, is there were a couple small, easily corrected issues on the packet, and they tell me no packet was received in lieu of giving me the issues I need to correct. I fix the issue on one of the packet copies I have and re-send it. And re-send it. and re-send it again. Still no word on receiving it, no calls with voicemails, no letters outside of normal statements saying I am further behind, and am still met with the same answer when I call to make a payment- a solid NO. XX/XX/XXXX, I receive a letter from Freedom stating that after 4 months since my VA representatives request to have me assigned a single person to talk to, I have finally been assigned a point of contact at freedom. XX/XX/XXXX, I am contacted by a new VA representative. I explain everything to her, she informs me that from here on, she will be the mediator between Freedom Mortgage and myself. I send her the packet, she forwards it, and is told that there are missing documents, which she immediately finds in the copy she emailed to Freedom. Sunday, XX/XX/XXXX, a courier from the asset management company is out in front of the house, taping forclosure imminent notices that state I need to call Freedom to the gate and snapping pictures of my home. The next day, there are the usual letters in the mail saying still no packet received. In short, I missed one payment, then have been not allowed to make any more payments. Nowhere in any research that I have done, and nobody I have talked to at the Veterans Affairs Administration, has heard of a mortgage company refusing to take money or threatening forclosure over one missing payment. I have a good, steady job, love my home, and do not want to lose it. it has been a gut feeling since this has all started, that Freedom Mortgage had already made up their mind to take the house, get the guaranteed portion from the VA loan. This has managed to take me from good credit to credit wrecked so bad that it will be a miracle if I am able to rent a house if they take the one I am currently in. I have had ONE voicemail from an actual human at Freedom Mtg in 7 months. Letters stating no packet was received when in reality only one or two lines just needed corrected. Now, not only am I behind with them, they have also informed me I will be picking up a XXXX dollar bill from the Asset management company they hired, whose actions have been just short of full blown harassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A