Date Received: 2018-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are issuing this complaint about Freedom Mortgage, loan XXXX. After job loss of seven months, we had to move out of state to find employment. Upon the move, we could not pay for two residences so began loan mitigation process with Freedom. It was five months before we could list the house for sale because of Freedom 's delay on the mitigation process. It has been two months since an offer was made on the house, but we can't close due to delay on part of Freedom Mortgage. We have obtained and provided each document requested by Freedom ; some, multiple times. As of today, documents are still under review by Freedom and the HUD appraisal has expired. We were told over 10 days ago that Freedom sent a variance to HUD for extension of the appraisal - this needs to be approved before the house sale can be approved. The appraisal would not have expired had Freedom given this timely service. The buyers ' closing date was three weeks ago and they are ready to walk away because Freedom has no date in sight for approval of the sale. We are hearing from the real estate agents that the buyers plan to pull out of the sale because of the delay. Our realtor will not list the house again, considering it " unsellable '' due to working with Freedom Mortgage. We have record of 20+ calls and emails to Freedom Mortgage, with agent name/number and supervisor name/extension. I can provide this information to you. We receive incomplete and incorrect information, and no follow-through from assigned agents or supervisor. We understand the negative marks on our credit are due to not paying on the loan ; however, we believe the past few months ' negativity should not have occurred. We have done everything required/requested in a timely manner but are being penalized by Freedom 's lack of attention. Thank you for your review of our situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95833
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received the loan in XX/XX/XXXX and paid it off in XX/XX/XXXX. When I called to get the payoff I was told I would be charged a {$30.00} fee, which would be added to the amount I owed, to get the payoff figure. I called my loan processor to question this and he said it was probably the fee to have the lien released. When I called the mortgage company back I was told there was a separate fee to release the lien and the {$30.00} was for them to provide the payoff balance. The {$30.00} is listed in the payoff statement as a " statement fee ''. There is no mention of this fee in my note. I can provide copies of my note and the payoff statement if necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX, and I have many issues with Freedom Mortgage Company, but I will name 2 of the most recent, they are increased my mortgage payment without my knowledge, and second they do not want to remove mortgage insurance while my loan to value of the mortgage to 78 % or less ; my property almost double in value, on top of that Freedom Mortgage charges me {$10.00} every time to take my payment Please help me because Freedom Mortgage robbing me alive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33573
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-24
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: My husband and I had a VA mortgage through Freedom Mortgage from XX/XX/XXXX until XX/XX/XXXX. We were in the process of selling our home in XX/XX/XXXX. We closed on our house on XX/XX/XXXX. The title company was in possession of the payoff check and was responsible for disseminating the check to the mortgage company. Due to having to pay {$10000.00} to sell our house, we were unable to make the mortgage payment for the month of XX/XX/XXXX. Since we closed on XX/XX/XXXX, the payoff was sent to the company within the 30 days. The mortgage company decided that they would place a 30 day late payment mark on our credit report, regardless. The method of disseminating the payment to the company is not in our control and due to the company 's business hours, they claim they did not receive the payment until XX/XX/XXXX. My husband called and talked with a representative that was very rude to him and insisted that we should have a thorough knowledge of the mortgage business. I attempted to resolve with the company through a phone call and the XXXX, but the company insists that they have recorded calls from a week before the closing date, but none of the calls after. I even talked with the company on XX/XX/XXXX and informed them that we had closed, but they state they do not have that recording either. We had a perfect payment history with the company and are offended in their treatment of veterans when a situation is out of our control. We did everything possible to get the payment to them before the end of the month and are not responsible for their business hours or the actions of the title company. We would like them to amend our credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61701
Submitted Via: Web
Date Sent: 2018-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I tried to make a payment on the XXXX of XXXX and the system made me pick XX/XX/XXXX as the payment date causing it to be a 30 day late. the check submitted cleared and i was told to dispute it through the credit agencies and that it should be fixed. the company has refused to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2018-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently received an alert about bad hit on my credit report/score. My entire life I never made any payment late whether it is Loan, credit card or Utilities bills. Rather I always make payments before time and little extra and keep reserve with my service provider or vendors. In my entire life I never have OD/NSF fees charged to my bank account. Freedom Mortgage have reported false to all credit bureaus that I have made two months of payments late which damaged and killed my credit score and because of false reporting and fraud, my credit score dropped down rapidly and in consequences I have to pay higher rates on borrowing needs and insurance premium. I received a phone call/voice mail on XXXX XX/XX/2018 from Mr. XXXX, Freedom Mortgage to call him back XXXX XXXX XXXX EXT XXXX to resolve the issue pending since XX/XX/2018 of misappropriation of my mortgage and extra principal payments and stealing of my money in the name of late payments/charges. When I called him back he introduced himself as Customer Ambassador and on investigation he found out misappropriation on their side and promised everything is resolved and money stolen from my account in the name of late payments fees are reversed. All of a sudden I received a severe hit to my credit score of false reporting of late payments towards my mortgage payments. Freedom Mortgage management have damaged and killed my credit which I built in 16 years, working hard paying each and every payment on or before time. Freedom Mortgage Management is responsible for this crime, offence and liable to be prosecuted. For Justice I demand Freedom Mortgage Management should pay damages {$100000.00} as well as criminal charges should be initiated and punished as per law to put behind the responsible management person behind bars at least for 10 years with rigorous imprisonment. These Lenders fraudsters/manipulators, blood like them should be stopped to kill/damage innocent borrowers credit score. I am ready to provide transactional details/statements/communications in case needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77377
Submitted Via: Web
Date Sent: 2018-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am having trouble getting my mortgage company to help with loss mitigation. My mortgage Doubled in the monthly amount. I asked for a modification after Hurricane Harvey. I lost so much after the storm and am trying to recover. My husband walked out and left, therefore my income decreased, However I am still working but just need help lowering my monthly payments until I get back on my feet. If there is anything that can be done to help me save my home I really appreciate it. I have young children and we need to keep our home. They have already been through so much devastation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77389
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or around the end of XX/XX/2018 I received a letter from my county ( XXXX XXXX XXXX, FL ) exempting me from all ad valorem property taxes because I am a totally and XXXX XXXXXXXX veteran. I forwarded that letter to Freedom Mortgage, my mortgage company, with a request that they re-compute my monthly payment and my escrow account balance requirement based on the fact that I will have no ad valorem taxes due for 2018 ( only the county non-ad valorem assessments shown on the tax bill from last year will be due ). I spoke to Freedom Mortgage today, XX/XX/XXXX, and they claimed that they had reached out to my county to get a revised tax bill for 2018, but were told the 2018 tax bills would not be available until XXXX or XXXX. Understandably, the county does not revise their property tax bills every time they provide a letter to a veteran for exemption. They calculate the bill annually, for everyone. Freedom Mortgage did not have a 2018 tax bill when they computed my payment and escrow requirements for this year. They calculated that amount based on last year 's tax bill ( and insurance bill ). They claim that they will not recompute my payment or escrow account requirement until they receive the actual tax bill for 2018, and will require me to keep paying the full amount to them although they know this will create a significant over-payment to my escrow account. I feel that this is deceptive and is discriminatory ( only XXXX and senior citizens receive this type of tax exemption ). As a veteran living on a fixed income, their decision to continue to charge me for taxes that they know will not be due will hurt me and my family ( a difference of over {$7000.00} ). I request that the CFPB look into this and see if anything can be done to get them to do the right thing and change their discriminatory practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34986
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2018 freedom mortgage asked me to remove verbiage on all three credits reporting agencies, after I was approved and in underwriting. The the result was my score dropping more than 50 points and they informed me that I would no longer be qualified at the locked in rate and I could not look elsewhere due to my score dropping. This seems predatory as I was locked in at the rate upon agreement. And they had me ruin my score as to get an unfavorable rate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was in an auto-accident and could not return to work until I was released by my doctors on XX/XX/XXXX. Due to these unforeseen circumstances, we have fallen behind with our mortgage payments. However, my husband has worked contiguously before and during this time ( and he is still employed ). I have requested a loan modification twice since XX/XX/XXXX. For the first loan modification request, the company claimed they mailed me a letter on XX/XX/XXXX asking for further information. I never received this request for the items listed in the XX/XX/XXXX letter. However, I continued to send other required/requested documents through XX/XX/XXXX. I never received a communication stating I was officially declined for my modification request -or- the language in their letters is very confusing, unclear, and/or does not explicitly express a declination. I have replied to each of their requests via mail, e-mail, or fax. Please see the attached files. I received a letter from XXXX XXXX XXXX, XXXX ( XXXX XXXX XXXX, UT ), dated XX/XX/XXXX stating my loan had been referred to their office and they were giving me notice pursuant to 15 USC 1692g. I immediately contacted the company and they claimed I was denied for my first loan modification due to the missing documentation. I have been working with the company ( not the attorney ) on a second loan modification request. I have emailed documents six ( 6 ) times for the second request and I call the company at least once a week, if not more, trying to understand what else they will need to consider my application a " complete loss mitigation package ''. I continue to get varying answers and they are rarely straightforward. I feel as if I am being given " the runaround '' intentionally. I don't know where else to turn or what more I can do to save my home. I am trying every avenue with the company, but I continue to receive push-back. Additionally, some ( not all ) of the representatives have been unhelpful and borderline abusive when I contact them to confirm receipt of documents or with follow-up questions. The representative I spoke with today ( XX/XX/XXXX ) insinuated I had damaged my home or property during the loan mod. process. Everyday, brings more concern of a foreclosure occurring, because they still have not marked the application as " complete ''. It seems as if the company is doing this because of the increases in the housing market and they would rather resale than help us save our home, as a way to make a profit on our loss. My husband is a Veteran, we are both in our XXXX and hoping we can save our home to enjoy during our retirement. Thank you in advance for your assistance, CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A