Date Received: 2018-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the 2nd year that my mortgage company Freedom Mortgage is almost late paying my property taxes. This is totally unnacceptable. I received a letter from my county stating that taxes are due and the mortgage was late sending payment out. This is a big inconvenience as I almost had to come out of pocket to pay it. Something needs to be done with them. I rather have another Mortgage servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21040
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: to whom it may concern : last year at this time my mortgage company Freedom mortage increase my mortgage about 800.00 a month with no explanation!! I submitted thru your organization last year a complaint. freedom mortgage didn't really give a viable explanation as to why they increased it but they did lower it back to what it was. NOW!! a year later they are doing it again! telling me I owe them roughly 700.00 additional payment per, and when I call them they initially agree that something is wrong, but as usual they say pay it!, so I called my city tax office they said my taxes are payed in full. I told Freedom mortgage again that my taxes are about XXXX a year. they said I have to pay an additional amount of roughly 4500, I ask him to email me those documents that say I owe roughly 9000 a year in taxes, he said he would, but am still waiting. my case file number : XXXX XXXX XXXX XXXX XXXX asst vice pres customer service wrote my last responce
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a mortgage with Freedom Mortgage where I sold my property on XX/XX/18 and they sent me a statement that my escrow surplus of {$790.00} was mailed on XX/XX/18. I looked for it in my mail until XX/XX/18 and then called to ask where my escrow surplus was. They mailed it to my old address and would not forward to my new address. I was told on XX/XX/18 that a new check would be cut on XX/XX/18 and sent to my new address. By XX/XX/18 I had not received it so I called and was told that they could not void the first check until it was 30 days old and I would have to wait until the following Monday for them to do so. They then needed 10 days to cut the new check and an additional 10 days for it to be mailed to me at my new address. I do not feel this to be in the proper guidelines for returning escrow surplus on a loan that was paid in full on XX/XX/18. I am still awaiting my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34207
Submitted Via: Web
Date Sent: 2018-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The current holder of my Mortgage, Freedom Mortgage Company at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX NMLS ID : XXXX has failed to pay my Taxes out of the escrow account for the past 3years, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. They had an incorrect TAX ID entered for my property and have been using my money to pay the TAX bill on a different property. XXXX county and the City of XXXX received this over payment and returned it to Freedom mortgage company, who now have no record of the returned payment. In XX/XX/XXXX I received notice of failure to pay XX/XX/XXXX property taxes from the city of XXXX. Upon calling the City of XXXX I found that they had not received payment for XX/XX/XXXX and XX/XX/XXXX and these tax leans had been sold of to a third party lean holder, XXXX XXXX. If XX/XX/XXXX taxes were not payed by XX/XX/XXXX they to would be sold off to the same lean holder. I called Freedom mortgage company In XXXX where they discovered the issue was their fault and they would get it fixed in 7 days. 30days after that call they still could not provide me with an update on the back taxes and the payment of XX/XX/XXXX 's taxes which were now due in 5days. I then paid the XX/XX/XXXX taxes and fees out of my pocket so that these would not be sold off again. I have called on a weekly basis since then, no one from management has ever called me back and the only people that can provide updates on the status are the TAX Department and the Escrow Department however you are not allowed to speak with them directly. On XX/XX/XXXX I sent to Freedom Mortgage company the payoff amount required by XXXX XXXX for the XX/XX/XXXX and XX/XX/XXXX tax Bills amounting to XXXX to release the Lean. I also sent the receipts for my personal payment of the XX/XX/XXXX taxes and fees amounting to XXXX. Every time that I call in they tell me that a resolution will be provided in 2 week ... At then end of may a note was placed on my account that payment was sent to XXXX county for XXXX dollars and I was called stating a refund was being sent out to me. XXXX county is not owed any money.and no one ever called me. They can not tell me exactly where or who they directed the XXXX county payment or its current status. They also do not show any payments being sent to me. Every 2weeks I call in and get a new Customer service person on the phone, restate my case, correct the miss information, resend receipts and am Told this has been escalated and I will receive a call in 7 days. There is never a call and the process repeats upon me calling in.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Urgent Request Please Rush for a Credit Reporting Correction for Loan # XXXX Good Afternoon my name is XXXX XXXX from XXXX XXXX XXXX, XXXX XXXX NJ XXXX. Last four of my SS # XXXX DOB XX/XX/XXXX I have been trying to get a refinance done since the month on XX/XX/XXXX on the above property which is my primary residence. In the month of XX/XX/XXXX, there was a miss payment made on the account on XX/XX/XXXX and then taken out of my account as a miss payment reversal on the XX/XX/XXXX. I went into my account to make my payment and not know because of the miss payment. I thought I was making the payment for XX/XX/XXXXbut in fact it was for XX/XX/XXXX. I was never notified of a reversed payment on my account and I continued making my payment as normal thing it was on time. On in the month of XX/XX/XXXX I get a mortgage verification stating that I have been 30 days late for the last 3-months XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Not to mention in the month of XX/XX/XXXX my Loan officer told me not to worry about the payments because they would be included in my payoff. Failing to tell me that if I do not close I still have to make the payments. ( Email from loan officer is attached too. I have owned this house since XX/XX/XXXX, I have not ever paid my mortgage 30 days late, I selected to do my refinance with Freedom Mortgage since you are my lender and I thought it would be faster and easier rather then going with another lender that dose not have my information. I need to finish the refinance so that I can continue the funeral arrangements for my deceased veteran mom. I have been through so much misleading information and delays with Freedom and the Loan officer that has no idea what he is doing. Every week was something new and I had to jump through hurtles to get this done and still all this time and money on appraisal wasted and nothing to show for it. Attached is the report. I really need your help with removing these 30 day lates off of my credit so I can just move on, at this point I can not even finish this refinance with no one. This is not fair that I must pay for someone mistakes please I beg you, I just want to finish this process and move on. Today I called in XXXX to XXXX and spoke to the Rep XXXX ID # XXXX he was nice and told me about the miss applied reverse payment for 1 and half hours. I told me I need some type of resolution and that I would have to fax or email my request in writing to the credit department for a review. Till this day I have never even received a courtesy call from my old loan officers manager or anything. Loan Officer : XXXX XXXX Loan Advisor NMLS # XXXX Freedom Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX Phone : XXXX ext. XXXX Fax : XXXX Direct : XXXX Email XXXX Please I need a resolution to this, so my credit is not suffering I am not sure what to do. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07060
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I recently received a certified letter containing a Notice to Occupant of Pending Acquisition from XXXX XXXX XXXX. I do not reside in the property. This is the only document that I have received over the last year informing me of this matter with the exception of the legal foreclosure documents filed with XXXX County in XXXX of 2017. I have made multiple attempt to contact Freedom Mortgage and have made multiple attempts to retrieve information from Freedom Mortgage in order to clear my name of this outstanding debt. Over the last year, I have talked to multiple Customer Service Representatives and have had to explain this story over and over again. I have been denied multiple requests to talk to an individual in management. I have been given multiple different stories/ scenarios about my liability and my association to the loan attached to this property. According to the Fair Credit Reporting Act : I have the right to be notified if any financial institution submits, or plans to submit, negative information to a credit reporting agency. Additionally, I have been told that I would receive phone calls from Management at Freedom Mortgage, have been assigned multiple single points of contact, and still have not been able to get a straight answer or any type of assistance in this matter. Freedom Mortgage has denied my request to have all documents associated with this loan/ property sent to me and the customer service representative indicated that this wasnt possible and in similar situations that other spouse didnt worry about situations similar to this. Freedom Mortgage has failed to keep me informed and has acted in a negligent manner. Due to this negligence and failure to provide me with documentation about the status of the loan over the last year outside of the Foreclosure Notice, I am requesting that all they remove all negative reports to my credit status immediately. Additionally, after months of attempts to contact Freedom Mortgage to retrieve this information and talk to a representative that could provide me with accurate information I have been falsely informed by several Customer Care Representative employed with Freedom Mortgage indicating that I should not be held accountable for the loan. Freedom Mortgage may be considered a major financial institution should be held accountable for unfair practices, miss informing customers, and refusing to keep accountable parties informed. Due to Freedom Mortgages negligence in this matter my reputation has also been damaged. Freedom Mortgages performance deficiency has caused additional damage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53403
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received 2 feet of water in my home during Hurricane Harvey, our home was declared " substantially damaged '' and we have, therefore, decided to demolish our house and build a new, elevated home on our lot. I am attempting to use the $ XXXX in flood claim money, being held in a restricted escrow account by Freedom Mortgage, to pay off my mortgage and close on a construction loan. However, Freedom Mortgage is not providing me sufficient documentation to enable this process with my new mortgage company and title company. They will provide NO documentation that they agree to use the loan funds to payoff the mortgage, which is required by the title company. I have been working with them since XX/XX/XXXX without a resolution and need your assistance. I have kept a detailed log of all contacts with Freedom Mortgage and I have faxed a letter requesting assistance to the CEO of Freedom Mortgage. Those documents, along with my other requests to Freedom Mortgage, are attached to this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX my husband and I closed on VA mortgage. The loan was sold to Freedom Mortgage shortly there after. XX/XX/XXXX we refinanced our VA loan via the IRRRL through the VA and serviced by Freedom Mortgage. XX/XX/XXXX I received a notice from Freedom Mortgage informing me that the mortgage was not insured and I needed to begin paying Mortgage insurance on our home loan. I immediately called Freedom Mortgage to inquire and was told that there was a computer entry error and all of their systems indicated it was a conventional loan but the loan documents reflect a VA loan. I was told that it would be corrected and if there were any issues I would be contacted. I became behind on my mortgage due to a divorce so I contacted Freedom Mortgage about a VA loan modification or another IRRRL. I was told again that I did not have a VA loan. To this date I have been unable to gain assistance either by modification or IRRRL. Over the past three months I have spent hours on the phone with Freedom Mortgage. Of the numerous representatives that Ive spoken with, below is a list of the most important contacts at Freedom Mortgage XXXX XXXX ID # XXXX. He said the loan was mis-entered and would send a note to have it corrected to reflect a VA loan. XXXX XXXX-was told that our loan was not approved for the IRRRL because my husband and I divorced XXXX. I told her this was incorrect and directed her to the VA funding guidelines Section 6 IRRRL- ( Ive also spoken with a rep from the VA that confirmed we did qualify for the IRRRL because even though we were divorced, my ex-husband remained on the loan and agreed to apply his VA benefits. ) XXXX transferred to her manager XXXX XXXX XXXX XXXX XXXX ID # XXXX Direct telephone # XXXX XXXX reviewed loan and confirmed it was not a VA loan. Escalated the issue to his VP XXXX XXXX. XXXX XXXX XXXX confirmed that Freedom Mortgage dropped the ball on our loan and did not submit it to VA within 72 hour as was required. Now because the loan is delinquent VA will not guarantee the loan. Found that the issue occurred in the XXXX Department He also explained that if the error occurred in his department, Servicing hey would use their discretionary funds to bring the loan current then submit to VA for insuring. He would call me when he had an update. XXXX XXXX XXXX-said there was no update but legal is working with the Guarantee department to identify the options available and would have an answer by noon the following day. Since that call I have not received an update or call back from XXXX. XXXX -XXXX XXXX-CEO of Freedom Mortgage. I left a message with his Executive Assistant XXXX XXXX, and asked for a call back. XXXX XXXX XXXX-Senior VP- XXXX X XXXX XXXX returned my request for a call that I left for Mr . XXXX. XXXX blamed me and said XXXX XXXX XXXX was harmed because the loan is not insured by the VA. I told her I have been harmed because I no longer have VA loan benefits or assistance. I can not get a VA ReFi or any other assistance from the VA because the VA does not show I have a VA loan. The VA confirmed with me that our loan was never submitted to the VA. XXXX said that she was going to speak with XXXX XXXX and get back with me. I have researched similar issues with XXXX XXXX XXXX ( XXXX ). The US Attorney General and DOJ sued and won a case again FMC for mishandling of FHA loans. There is also a recent XXXX XXXX that indicates the Government is considering disallowing FMC and others from servicing and Refinancing VA loans because of their negligent mishandling of loans. There are also multiple individual suits again FMC for similar issues. Recently, in NJ a Judge ruled on behalf of the plaintiff and won the suit against FMC for loan fraud. Again, a similar issue. I am a single mom of XXXX small children. I live on a very tight budget so that I can afford a home and necessities for my family. I do not have the money to hire an attorney to help me deal with XXXX Mortgage. Any assistance you can provide would be greatly appreciated. XXXX Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our house closed/recorded escrow on XX/XX/2018 On XX/XX/2018 I called to check status on our Escrow refund from Freedom Mortgage. I was told the check was cut on XX/XX/XXXX. Freedom Mortgage said they will void check and send a new check. I was to receive it in 10 days. On XX/XX/XXXX I called again because I had not received the escrow refund check in the amount of {$1100.00}. I was told by XXXX ID # XXXX that the request on XX/XX/XXXX was not done correctly so the ticket was closed. XXXX said he would expedite a check and would email me a copy of the original check dated XX/XX/XXXX. On XXXX I was told by Supervisor ID # XXXX - XXXX that another check was cut on XX/XX/XXXX and that I should receive it by XX/XX/XXXX. I asked for his manager and was transferred to Manager ID # XXXX. She stated that all prior tickets were done incorrectly so there was never another check sent to me. She also stated that Freedom Mortgage does not provide copies of checks to customers, that I was incorrectly told that I would receive a copy. She said that I would receive the check by XXXX and that after I receive the check to call back to get check and batch numbers of previous check ( s ). I asked for a tracking number for the latest check being sent and Freedom Mortgage said they can't/do n't provide tracking numbers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: refinanced house in XX/XX/XXXXwith XXXX XXXX first payment was XX/XX/XXXX, after pulling first payment transferred the servicing of mortgage to Freedom Mtg as of XX/XX/2018. Please see credit report FREEDOM reported the $ XXXX loan XX/XX/XXXX, and loan servicing transfer letter authorizing them to as of XX/XX/XXXX. Freedom MTG illegally reported the loan as of XX/XX/XXXX, XXXX reported it XX/XX/XXXX. As you will see the credit report shows I owe $ XXXX for mortgage on my house. My credit score is in a free fall. I went to get personal loan to clear up the rest of my dept. and was denied because both companies reported I owe them $ XXXX. I am sure I am not the only one this is happening to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74014
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A