Date Received: 2018-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was handled by XXXX XXXX XXXX when we received the load it was then transfered to freedom mortgage. Somewhere along the way and neither one of them know. {$1600.00} vanished from my escrow account. Now I have to pay it back or my payment will jump {$150.00} per month. I paid the check today although it will put us in a bind for a while. I've called them three times to deal with this. It's pretty simple I pay {$3000.00} a year taxes/insurance/fees I pay XXXX month in escrow which equals {$3100.00} there is no way I'm missing XXXX in escrow I have had for 2 two years. I see online that both companies have been in trouble for shady policies in the past. How is this stuff still possible after the shady mortgage problems in the last ten years. How are these companies still allowed to even transfer loans like they do. I want this looked at since apparently I'm told a lawyer will cost me more than just giving them the money like I have to do. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/XXXX I have been having financial issues. I have called the company Freedom mortgage for help to keep me from being late. No followed up. My payment changed in XX/XX/XXXX which I did not know so I was short XXXX bucks and considered late. I called about getting paperwork to refinance my home the following month is when I found out. I tried to get this resolved and paperwork for three months. I also have been having to pay my mortgage in payments as I get it but always get it to them before the end of the month. The way they apply my payments has started to make my account look off. They are also posting payments several days after they receive but continue to say they post same day they receive. However, I am Positive they do not. I am a bk person whose mortgage was not reaffirmed. So with that being said they have told me they dont send statements but every now and then, they dont update my online account every now and then, wont give paperwork work to refinance, but will tell a refi company Im late on my payments. I am in a adjustable that i need out of and I want to leave freedom mortgage they are horrible at helping and handling my account. I have called every month for help and every time I am told something different and only given scripted answers and nothing is ever resolved. As a veteran and customer this is disappointing of how I am treated and how they are hindering me from getting my house situation together and KEEP MY HOME! Their practices are horrible and I know I am not the only one who feels this way. I have had my home for 8 years and have never been late or considered late up until now! I want this fixed and to get away from these predators!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I just reported this to the Veterans Administration Office of Construction & Facilities ManagemenXXXX Department who is trying to get me to be involved in a class action lawsuit against the builder. The law firm has been successful in suing XXXX XXXX with the the 1st development. The houses are built on clay expansive soil which causes the properties to sink. The house has known defects and I donot want the property and would like to stop paying. The VA appraised the property for less than the builders asking price. It is a brand new property with construction defects. I would like for the builder to buy it back and be reprimanded for selling defective homes to XXXX veterans. The home would be difficult to resell because of the lawsuit pending. It is 5 homes in the 1st development for sale and just sitting. My VA Guaranty Mortgage is with originally with XXXX XXXX XXXX and they sold it to Freedom Mortgage, I am current as of today. The following is what I sent to the VA : XXXX, you just hung up on me as I vented my frustration regarding you telling me that my only recourse was to go with the class action lawsuit versus your department contacting the builder regarding my complaint because nothing can be done until the lawsuit is over. Unacceptable! You were my 5th call of today trying to get to the right department for help! As I explained I am a XXXX veteran and I donot have the temperament to deal with employees you have to make do their job. Also I have the option of not participating in the lawsuit especially because I have the protection of the VA. I donot want to deal with another group of XXXX for another year or two. I am XXXX years old reestablishing myself and I have had enough of the VA, Social Security, Nonprofits and State Agencies that is designed to help the veteran. The nerve of you not wanting to even start the complaint over the phone. You had an obvious attitude about that! Unbelievable! You only took the property address and not my personal contact info. What if I wasn't computer literate or even owned a computer?! If you can't handle the situation provide me with your Department Head 's information. As a matter of fact I would like the Department Heads information to let him know how you handled the call. If it were not for the veterans you wouldn't have a job and the nerve of you to treat me this way and not even thank me for my service! You all have no empathy towards the veteran. You think you can tell us anything and we go away, which most vets do! I had to push for information and thankfully after the 1st guy hung up on me in your dept. and I got someone who cared enough to give me the right information. I had been through 3 dropped calls, 2 no calls & One young lady in the Regional Loan Department who started to chastise me about not having an independent inspection and told me my only recourse was to call the Consumer Finance Protection Bureau ( online process ). I then pushed for the Appraisal Department who gave me your department. The property has construction defects and I would like for the VA to handle this matter. You all appraised the property for less than the builder 's asking price. I am requesting that your department come out and inspect the home and have the builder to repair the defects under the one year warranty. You are probably all in bed together. XXXX had quite the hook-up. I want out of this property! They can buy it back and they need to stop selling to veterans! Get some appraisers out who look out for us! Property Location : XXXX XXXX XXXX XXXX, XXXX, AZ XXXX Builder : XXXX XXXX XXXX : XXXX XXXX XXXX Property Owner : XXXX XXXX XXXX Contact Info : Phone : XXXX Email : XXXX Defects Noted : Flooring heats up ( hot spots ) on south side of the house, kitchen bathroom areas Sloping of dirt from fence and Westside of house Blockwall Movement White Powder on Blockwall Ponding of water in back yard Ponding of water on XXXX walkway Wet ground long after rain White powder forming on ground after rain or watering ( back yard ) Horizontal cracks outside patio door Lights dimming when air comes on Air conditioning loud noises after it turns off ( noisy system ) Pipes rattling, knocking bathrooms Inadequate water pressure Doors Front and Back not opening/closing properly, gaps in front door Old/Odd smell in the house Front yard drippers not working Garage door gaps All I ask is that you please do what's right! I look forward to your response!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85132
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We live in Florida, when hurricane XXXX hit in XX/XX/XXXX we were mandatory evacuated. After the hurricane we called our lender at that time XXXX XXXX XXXX. XXXX XXXX XXXX rep told us since we were in a disaster area we did not have to pay our monthly mortgage payment and we could go up to 12 months due to the disaster. XXXX XXXX XXXX stated a new law had passed and would be released in XX/XX/XXXX putting the amount that we were behind to the end of the load as long as we meet all requirements, which we did meet all requirements. XXXX XXXX XXXX started the disaster forbearance which took us to XX/XX/XXXX and they stated the Disaster Modification would be complete by the time the forbearance was over. The disaster modification would be for the 3 months we went behind due to the hurricane, ( XXXX, XXXX, XXXX ). In XX/XX/XXXX we received a letter from XXXX XXXX XXXX dated XX/XX/XXXX Notice of service transfer to Freedom Mortgage starting XX/XX/XXXX. We called Freedom Mortgage approximately XX/XX/XXXX to check the status of our loan modification and speak with Freedom Mortgage about our situation. They representative explained they bought so many loans it would take them some time to get our information in their system, he assured us everything would be the same as it was with XXXX XXXX XXXX and to call back in a few weeks and check on the status. We called Freedom Mortgage on XX/XX/XXXX and spoke with representative XXXX teller number XXXX, she seen what was started by XXXX XXXX XXXX, XXXX then started the process with Freedom Mortgage by putting in the forbearance and applying for the disaster modification, XXXX stated we meet all qualifications for the disaster modification. XXXX stated by the time the forbearance period was over the disaster modification would take place to check back next week to see if there was an update. Disaster Forbearance end : XX/XX/XXXX, Disaster Modification would put 90 days at end of loan. XX/XX/XXXX called XXXX Mortgage representative XXXX teller number XXXX, he stated the forbearance was not set up and no other information was available. XX/XX/XXXX called Freedom Mortgage representative XXXX teller number XXXX, we were in pending status, call back XX/XX/XXXX. XX/XX/XXXX called Freedom Mortgage didnt get the teller name, still no update and is in pending status. XX/XX/XXXX, called Freedom Mortgage representative XXXX, no change, didnt see anything about disaster modification. XX/XX/XXXX, called Freedom Mortgage representative XXXX teller number XXXX, no change, she escalated to supervisor. She didnt know why nothing was done. XX/XX/XXXX, called Freedom Mortgage representative teller number XXXX, Discussed a letter we received along with late fees on our statement. Rep stated to disregard letter they were computer generated. If we wanted confirmation to contact my personal rep XXXX teller number XXXX she would email me something in writing. XX/XX/XXXX, called Freedom Mortgage, our rep XXXX was not available no updates XX/XX/XXXX called Freedom Mortgage representative XXXX teller number XXXX, asked about letter and she stated do not disregard. XX/XX/XXXX Called Freedom Mortgage, representative XXXX teller number XXXX, sending to supervisor XX/XX/XXXX called Freedom Mortgage representative XXXX, didnt have an update. Asked for my rep to call me XX/XX/XXXX XXXX teller number XXXX called me, everything is in review as of XX/XX/XXXX. New disaster Modification would be : Starting in XX/XX/XXXX TPP and payments would increase to {$1200.00} and interest rate would increase form 4.25 % to 5.125 %. XXXX stated the rate increase was required by the investor XXXX XXXX. I explained the VA guide lines for disaster modification and I disagreed with this modification I also informed XXXX I was contacting VA for help with this issue, VA guide lines are clear. VA documentation states : A permanent modification must meet the following terms to be eligible for execution without the three-month TPP. The term of the loan is extended equal to the number of months the loan is delinquent. For example, if the loan is four-months delinquent, the loan term may only be extended by four months. The loan must have been current at the time of the disaster that caused the delinquency. The servicer waives the delinquent interest accrued on the loan as a result of the delinquency. The liability of the XX/XX/XXXXwill not be increased when servicers waive the delinquent interest allowing for the modification to be completed without a TPP. The limit of the term extension is XXXX without prior approval from VA. The desired result is that XXXX borrowers are able to resume the same regular monthly installments without feeling as though they have been financially penalized due to a disaster. Even Freedom Mortgage documents states the same information ( See attached documents ) XX/XX/XXXX I called VA Loan Guarantee Office for help with this issue explained everything to my rep XXXX XXXX XX/XX/XXXX my wife called XXXX XXXX in XXXX XXXX and talked to XXXX XXXX, he stated Freedom Mortgage was lying XXXX XXXX has nothing to do with raising interest rates and HUD ( XXXX XXXX ) was investigating Freedom Mortgage and another lender for unfair practices concerning VA loans, he also sent us an article on the issues. VA representative XXXX XXXX has also expressed the same to Freedom Mortgage and to only extend the terms by 3 months and keep interest rate the same per VA guidelines and per Freedom Mortgage disaster modification. I also sent a letter to Freedom Mortgage CEO XXXX XXXX All supporting documentation is attached to this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2018-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a continuation of complaint # XXXX. Freedom Mortgage continues to be deceptive and uncommunicative in the correction of the original problem ( see XXXX ) the status has NOT BEEN RESOLVED ) Currently Freedom has cashed my check of {$2500.00} on XX/XX/2018. As of XX/XX/2018 this payment is still not posted to my loan XXXX and Freedom refuses to communicate with me on this issue! Freedom now is trying to charge me an additional {$76.00} fee for their total incompetence to correct THEIR OWN ERRORS. Their shameful business practices should be corrected. I have been attempting to correct the errors has gone on for 54 days now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2018-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother had a mortgage. She passed away. I sold the home in XXXX and have been waiting for the escrow refund of XXXX $ ever since. I have been on the phone with this company over 30 times. They have sent checks in the wrong name, the wrong address, given me completion dates of checks that never send. The latest letter I got said they will no longer issue a paper check and it needs to be submitted electronically. I was given completion dates that have come and gone. Supervisors we're supposed to call back and no one has. They keep making notes and sending it to other departments. I have asked for someone to be in charge of my account and help me get this completed and " that's not how they do things ''. The agents numbers I have most recently spoke to are XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. All I want is the escrow money refunded to me, it has been nearly FIVE MONTHS since the property was sold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33525
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I understand with FHA loans. After 6 years PMI can be dropped. They will not drop it. My house appraised at {$220000.00}. I owe {$120000.00}. I have never been late and never missed a payment. They will not remove my PMI can you help get this removed?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43065
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXXXXXX took over servicing of our mortgage loan in XX/XX/XXXX. We were in loss mitigation and had paid 3 of the 4 trial payments prior to modification of the loan. A modification agreement was signed and recorded among the Land Records of my county. Although I did not know it, the modification extended our maturity date from XXXX to XXXX. Almost immediately after the modification was recorded, Freedom sent an un-signed form letter stating they could not help us from our hardship because we were not 90 days in arrears. From that time forward, Freedom has mis-managed our loan and mis-stated every single fact to me. It was an incredibility helpless feeling to be unable to obtain any reliable information. XXXX ( XXXX ) was my single point of contact, but he was never available. When I called I would be switched from person to person and each one would tell me a completely different story. The last person I spoke to was XXXX ( XXXX ) ; she told me she had to report the fact that the modification agreement had been recorded to underwriting, and that I would receive a call back on Tuesday ( XX/XX/XXXX ). No one has ever called me since then. It also seemed very strange, in light of the number of times I was told Freedom had not received the modification agreement, that no ever called XXXX XXXX, the closing attorney. He sent all the signed papers back to Freedom. Of course, I never believed that Freedom had not received the signed modification agreement, because the signed papers showing the banks signature had been returned to me. In addition, a self addressed federal express package was provided at closing for the closing attorney to return the signed documents. In addition, the modification agreement had been recorded among the Land Records of XXXX Co on XX/XX/XXXX in Book XXXX, Page 3303, Instrument ID No. XXXX. As it was exceedingly clear that no one was ever going to call me back, on XX/XX/XXXX, I sent a Notice of Error Resolution. Freedom acknowledged receipt and said a response would be forthcoming within 60 days. No response was ever received. This whole year, whoever was responsible for imputing the modified terms in the computer, did not do their job, because Freedoms records reflected the loan terms prior to modification. I paid every payment in the modified amount on time ( {$1600.00} ), however you continued to send delinquency notices ( stating {$2100.00} was due ). I have never felt that helpless in my life. I thought at least one person there would listen to me. But everyone had a different story. When 60 days passed on the Notice, I contacted XXXX XXXX XXXX XXXX. They refused to help. It was clearly out of desperation that I then contacted XXXX at XXXX, and I am thankful that she intervened. As recently as XX/XX/XXXX, I spoke with XXXX ( XXXX ) who told me the modification had never been received and she said she sent a new document that day to be signed. I told her that was not true. Obviously, she didnt send a new agreement. XXXX worked with XXXX XXXX in straightening out the records. Absolutely everything was incorrect in your records. XXXX contacted me on XX/XX/XXXX, and advised she had completed her investigation and assured me that everything she was able to do had been accomplished. She told me I was only to speak to XXXX XXXX as my point of contact. She further instructed me to write a confirmatory letter to Freedom, and to file an action with CFPB to make sure there was full compliance with all her requirements. I couldnt believe the nightmare was over ; but in fact, I found that it wasnt. The confirmatory letter was mailed, emailed and faxed to XXXX XXXX, Senior Vice President of Servicing on XX/XX/XXXX. I called Freedom that day and XXXX ( XXXX ) answered the phone. I asked for XXXX XXXX but he would not let me speak to her. He insisted he could help me, even though he had never seen my file before. I continued to ask for XXXX XXXX and he told me she would not speak to me. Things went from bad to worse. Once again, no one was going to listen to me. XXXX told me XXXX XXXX said I was lying. He became loud and overbearing. Finally, I insisted on speaking to a supervisor. He told me XXXX ( XXXX ) would call me within 48 hours. XXXX never called. I continue to look for someone at Freedom who doesnt lie about absolutely every facet of my transaction. I do not know XXXX XXXX full name, but XXXX told her I would be calling and she decided to call me a liar. There remain three matters of concern that XXXX XXXX must see to immediately. 1. The credit rating and score of XXXX XXXX XXXX has been damaged severely. Notwithstanding the fact that we were never delinquent, and in spite of the fact that the law prohibits the creditor from filing any negative information with the credit reporting agencies ( not to mention false information ), within 60 days from the Notice, Freedom did in fact report that we were 60 days late. I reviewed XXXX credit reports and, in XXXX, the negative information had been reported to both XXXX and XXXX. I did not see a report from XXXX. This was against the law in so many ways, I cant even believe that a responsible lender would undertake such destructive actions in reporting totally false information. On XX/XX/XXXX, XXXX credit score was XXXX as reported by XXXX. Now, due solely to Freedoms willful acts, his credit score is XXXX. XXXX XXXX XXXX XXXX POINTS! Freedom must act immediately to re-establish his prior credit rating. It is well established how this score effects everything else including insurance, but he is now unable to co sign for me to allow me to get a new car. His score must be restored to XXXX within one week, by XX/XX/XXXX. 2. The modification agreement extended the maturity date so that our loan is now a 46 year term, with an additional 192 payments totaling {$390000.00} due. This was done without any notice to us. XXXX XXXX XXXX XXXX said this would cause credit scores to plummet. Moreover, I cant understand why this was even done. Since the difference between the modified payment amount and the original amount is to be added to the principal balance, there was no reason to take this action. Even now 6 months after the modification has been recorded, I still have never gotten a response to this question. According to XXXXs letter, the credit reporting agencies can react negatively when a modification is recorded. Since the XXXX mortgage is shown as closed on the credit report, Freedom has taken the position that this modification is a new loan. In that case the adverse impact is much more severe. 3. Freedoms Escrow Account Disclosure Statement dated XX/XX/XXXX, shows a surplus of {$360.00} with a note stating Due to the delinquent status of your account, your surplus will be retained until the account becomes current. That money must be returned to us immediately. 4. Probably the most surprising thing to come out of all of this, is that 2 weeks ago my statements said I was in arrears in the amount of {$6800.00} ; Unpaid late charges were {$650.00} ; amounts were being put in a suspense account, and Freedom had even raised my monthly payment because they adjusted my adjustable rate payment. Now the current statement and loan overview reflect the terms of the modification agreement ; there has been more than a {$2000.00} increase in the principal balance and some of the fees and late charges have been waived. It even appears the monthly payment has gone down to {$1600.00}. However, no one felt it was necessary to call me and explain what was done or answer any questions I may have. And I do have questions as anyone would. Freedom charged late charges in the amount of {$650.00}, but now only show that late charges were waived on XX/XX/XXXX in the amount of {$61.00} where is the rest. I cant even begin to express how unprofessional it was not to follow things up with me. If you were ever going to make a call to a borrower, this would have been the time. Freedom may be concerned about its liability for everything they have done to me since XXXX, as well they should. I am well aware of how responsible they are for everything that has happened. No one seemed to be at all concerned over the incredible amount of lying that was going on. Absolutely incredible there were never any supervisors available to handle my calls. And even though messages were left, not one supervisor ever called me back. I have been raising that issue for the last 6 months. In fact, I dont see one statute that Freedom came close to full compliance. I can not even summarize the problems Freedom has caused me nor express the stress and anxiety its actions have caused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29588
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is completely ignoring my email requests to start the process of removing the PMI on my mortgage. I am eligible to remove the PMI since the XX/XX/2018. I have submitted countless emails to them, they are completely ignoring every aimgle one of them. I need your help, please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53154
Submitted Via: Web
Date Sent: 2018-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Company : Freedom Mortgage ( Ironic name ) XXXX XXXX XXXX XXXX, TX XXXX Background : We were selling our home and had closed on XX/XX/XXXX and were assured that the wire transfer would be received before XX/XX/XXXX. On XX/XX/XXXX I called Freedom Mortgage at XXXX and spoke with XXXX ID : XXXX. I was calling to make sure that if the wire transfer was received that day that there would not be a hit on our credit. The representative placed me on hold and assured me that it would not affect my credit. I was willing to make a payment but since he started as long as your closing documents show before XX/XX/XXXX. It will not affect your credit I was on the phone with this gentleman for 20 minutes to ensure there would be no discrepancies with my credit. Yet here now I have a late payment reported from this lying company that has dropped my score over 100 points!! Our documents clearly show that we closed before XX/XX/XXXX!! When I called in ( talked with XXXX ) I was willing to make a payment!! I even asked if I needed to send in my documents showing we had closed on that date! I am absoutely FURIOUS that I was lied to! I had the money to make the payment and was happy to do so!! The call with XXXX was recorded and all of the conversation and my attempts to take care of this can be heard. Because I had made an honest attempt to resolve this, reached out to ensure that there were no problems, and was LIED TO about what would occur next from the companies representatives, the correct thing for Freedom Mortgage would be to remove the derogatory mark from all 3 of our credit reports. They got their money! All XXXX of it!! Why would they need to ruin the lives of three people trying to get by. I would appreciate a prompt response to this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75093
Submitted Via: Web
Date Sent: 2018-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A