Date Received: 2018-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At closing XX/XX/XXXX of my refinance mortgage, I signed papers that said my new escrow account would be pre funded, that my first payment would be due XX/XX/XXXX and that my loan would possibly be sold, loan funded XX/XX/XXXX, maid check for XX/XX/XXXX Payment To XXXX XXXX XXXX, t but my mortgage was supposed to be deferred for 2 months XX/XX/XXXX, XX/XX/XXXX, but I signed the paperwork agreeing to a XX/XX/XXXX payment, out of lack of knowledge to the loan process. Mid XX/XX/XXXX I get a letter from new loan servicer, and owner /purchaser of my mortgage, freedom mortgage saying to stop all payment to old mortgage company XXXX XXXX XXXX XX/XX/XXXX but I had already mailed my check and XX/XX/XXXX the check i sent was cashed even though I gave plenty of notice asking for it to be forwarded, returned to me, or destroyed, see attached documents, and I was asssred it would be forwarded to the new loan owner. It wasnt, and wasnt reported, to my credit, or to the irs, except for the escrow amount included in the Payment which was forwarded as a cushion payment to the escrow account but In Truth no money was forwarded to fund the escrow and the $ sent over, that was applied to my escrow.was takin from my XX/XX/XXXX payment.that wasnt due to XXXX XXXX XXXX see attached documents, And the rest of my Payment wasnt subtracted from the loan principal it basically disappeared. No accounting of it, and still no payment to my escrow with the money estimated and takin from my closing, but when I got a wrong XXXX mortgage tax documents, I complained and it was adjusted, with a letter, from XXXX XXXX XXXX and freedom, apologizing for my experience with XXXX XXXX XXXX the first loan holder. Yet to this day the escrow account hasnt had the money, takin at closing aplied nor had my principal balance been corrected, and when I was told XX/XX/XXXX the was the last day XXXX could collect on payments, I never got the check or refund back, and the title company was instructed to pre fund the escrow, but ( according to XXXX XXXX ) the agent at the title company, the old loan holder, got the money for the cushion,, and they didnt forward the money to new company.. see attached documents, also freedom and XXXX have tried to send me new documents, once I caught the mistake, and change the wording in there disclosure letters I will attach those at a later date, this whole process has been going on this long because Im a XXXX veteran both companies are aware if that, Ive been discriminated against, Ive filed complaints with the XXXX act, and with the veterans administration , as XXXX XXXX XXXX attempted to sikence me by contacting the va and using my XXXX againsnt me saying I was harassing them and there stuff when I. Truth I was only asking legitimate questions and I got no answers so I got legal advice and i am basing my persistent validation of all XXXX based on information Ive been given, the evidence and proof is undeniable, and I couldnt get back to this any sooner as Ive also had a XXXX XXXX over the XXXX from All this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83605
Submitted Via: Web
Date Sent: 2018-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our home at the end of XX/XX/XXXX with Freedom Mortgage Corporation. XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX which is owned by Freedom Mortgage provided the services for refinancing the new loan and paid the real estate tax on XX/XX/XXXX as part of the closing cost. Also, in XX/XX/XXXX our real estate tax was paid a second time from our new escrow account on XX/XX/XXXX. Our new escrow account immediately went negative for all of XX/XX/XXXX. Not realizing that our account was negative and trusting in good faith that Freedom Mortgage Loan Services was handling our account correctly sent us a Escrow Account Disclosure Statement on XX/XX/XXXX indicating an escrow shortage of thousands of dollars and increased our mortgage to an incredibly large amount to cover the negative balance and the XX/XX/XXXX real estate tax. We have sent a Notice of Error Letter directly to Freedom Mortgage with documentation proving that the real estate tax was paid twice for XX/XX/XXXX and they responded on XX/XX/XXXX verifying that it was paid twice and stated in their letter that a refund can take up to 4 weeks to process. We still have not received a refund 8 weeks later and are still making incredibly large mortgage payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63109
Submitted Via: Web
Date Sent: 2018-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am going to make this short and sweet as I dont have much time. It would be much easier to speak with my husband or I about the situation as we are extremely busy trying to complete all of the tasks needed to get back into our home over 9 months post Harvey. We lost our home and the entire contents in Harvey ; left with a few clothing items and essentially have started our lives over. We have XXXX children ; ages XXXX, XXXX, XXXX and XXXX and both work in the XXXX XXXX field as XXXX XXXX. We do okay financially but definitely are not living extravagant lives. All of our money is going towards getting back into our home and will be for the next couple of years. We received FEMA full assistance among a few other small donations but when you sum up the amount lost, havent even come close to meeting the amount needed as we did not have flood insurance. Everything was moving along ; our mortgage company, XXXX was super understanding and did not require us to make payments on a home we werent living in for 6 months +! My husband had almost gotten everything in required for an SBA loan ; we were even going to be able to get an amount enough to cover not only our home repairs ( well over {$100000.00} ), but also add in our existing mortgage. All of a sudden we begin receiving paperwork from another mortgage company ( freedom mortgage ) stating that they had taken over our loan and we were IN DEFAULT! We began frantically trying to understand and fix the situation when all of a sudden on the day that we were supposed to close on our SBA loan, we were informed by the loan officer we had been working with that we were not eligible for the SBA loan due to being in default! Our SBA case manager has known from the beginning what was going on and said nothing. We were never in default until 3 weeks ago! We have now had to redo the application process among other things and to top it all off had to immediately come up with over {$11000.00} to get our mortgage that we were never told was in default current! We have no money left to pay for our home repairs and havent even begun to purchase furniture and are now stuck waiting hoping that this while SBA loan will work out. All of the things the disaster recovery assistance programs were supposed to provide for those like my husband and I have not been done ; there are numerous others going through the same thing as us if not worse.
Company Response:
State: TX
Zip: 776XX
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage 1. Does not offer total break down of all charges going into escrow account on website. 2. I received my new tax bill stating bill for my taxes for XX/XX/2018 stating they should be {$4900.00}. This would be a reduction in amount of my monthly payment. I have not received a reduction or any information regarding this new tax bill. 3. I filed for Homestead exemption and over 65 exemption which should reduce my taxes and my house payment. FM still taking out $ 660+ a month and I can not see any break down of this on the website. 4.I did not choose this company. I was forced to take because my closing mortgage company sold my account to them. 5. They dont even allow for online e-statements. 6. There is no place online to pay additional escrow amounts without attaching it to a payment. You have to call and talk to someone, give them your cc number and they then they take it out. I dont know these people and this is about as secure as a fish in the ocean, Yes, I use snail mail to mail it but I dont use checks. 6.I have sent them complaints on their email address only to receive an email stating someone would send me a letter in the mail regarding my concerns! A letter????? Why cant hey answer the email? 7. Backwards, unprofessional, disconnected to internet conveniences for customers. Numerous complaints on XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Freedom mortgage was the 3rd processor of my loan. In XX/XX/XXXX, i received a late payment on my 3 credit reports. I pay my mortgage online. I had asked initially about auto pay, but at the time it was down or disabled in XX/XX/XXXX. So every month i did it manually. They never send confirmations of payment. Somehow the process did not go through. They sent my XX/XX/XXXX statement and I called immediately stating I intended to pay but the money was not taken from my acct. I sent appeals letters with promise of a response. I signed up for there autopay however in researching the company it is no guarantee against problem with them. They promised a response which never came I called today, waiting on the phone for over 45 min to a response of " take it up with the credit reporting companies ''. I did not receive any calls for XX/XX/XXXX warning of no payment. XX/XX/XXXX, from any XXXX number. I also further researched this issue and corroborated this fact on the phone with a freedom mortgage agent today. Freedom Mortgage agent " XXXX ' '' '' also corroborated that there were no courtesy calls to me in the month of XX/XX/XXXX for a missed payment. The agent also mentioned it is a policy at Freedom Mortgage to make Courtesy calls to home owners when a payment is not received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Our mortgage loan is currently being serviced by Freedom Mortgage Company XXXX Freedom ). We are disputing a 30 days past due report that Freedom made to the credit bureaus for XX/XX/XXXX, which appears on our reports, as both incorrect and severely prejudicial to us. We request that this 30 days past due report be deleted immediately. In approximately XX/XX/XXXX, our mortgage loan was sold and transferred to Freedom. We began making mortgage payments to Freedom via their online/web payment system in XX/XX/XXXX. For the first payment, in XX/XX/XXXX, we entered our ACH and routing numbers for our bank account and saved that information to our Freedom online account for all future online payments, and made the XXXX payment by clicking submit payment after verifying the account and payment details. In XX/XX/XXXX, and again in XXXX and XX/XX/XXXX, we submitted our monthly mortgage payments through the normal payment process -- we logged into our account via the Freedom website, verified our payment and account details ( the ACH and routing numbers had been saved previously ) and clicked submit payment. Freedom debited the correct amount from our bank account for each of these months and we had no issues with a late payment. At XXXX XXXX on XX/XX/XXXX, as shown in the attached web browser history, we clicked submit payment after verifying the payment amount and account details as part of the normal online payment process. The next screen was a payment confirmation screen. We did not receive an error message, or any message or communication whatsoever, indicating that the payment did not go through or there was some error with the process. On XX/XX/XXXX, we logged in to our Freedom account to submit our XX/XX/XXXXpayment. Upon logging in, we saw that our XX/XX/XXXX payment was showing as past due with a late charge. We immediately paid all outstanding amounts via the online payment system, including the late charge for the purportedly late payment. On XX/XX/XXXX, we learned that Freedom had reported to the credit bureaus that our XX/XX/XXXX mortgage payment was submitted over thirty days past due. On XX/XX/XXXX, we submitted a written credit reporting dispute request to Freedom and asked that they correct the inaccurate reporting to the credit bureaus. On XX/XX/XXXX, we learned that Freedoms response was that they could not honor our request. During the telephone call on XX/XX/XXXX in which we discussed Freedoms findings from their consideration of our request, the Freedom supervisory employee ( first name and teller ID provided in attachment ) admitted that their records show that we went through the normal payment process and submitted payment on XX/XX/XXXX. The Freedom supervisory employee explained that Freedoms records show the payment was submitted on XX/XX/XXXX because we submitted it after business hours on XX/XX/XXXX. This issue has happened to other customers at Freedom, as evidenced by several recent complaints submitted by consumers to the Consumer Financial Protection Bureau. For example, on XX/XX/XXXX, another Freedom customer submitted a complaint to the Consumer Finance Protection Bureau describing the exact same payment and credit reporting issue ( Complaint Number XXXX, see attachment ) -- that he/she submitted payment through Freedoms online payment system, did not receive an error message, and subsequently learned that Freedom had reported him/her as over 30 days past due for that submitted payment to the credit bureaus. We timely made our XX/XX/XXXX payment and our loan servicer, Freedom, has admitted the same. Freedom failed to apply this payment as required under our mortgage loan. Thus, Freedoms reporting of a late payment for XX/XX/XXXX is factually incorrect even by their own admission. This inaccurate report of a late payment has greatly harmed us. Prior to the inaccurate report, we had a perfect credit history with not a single late payment, including no late mortgage payments across over eight years and multiple loan servicers for our mortgage loan. After Freedoms inaccurate report, our credit scores dropped by close to 100 points and we were denied a loan for a new mortgage as a result of Freedoms actions. We should not be penalized for Freedoms failure to correctly apply a payment that we timely made in full. We request that Freedom immediately delete the inaccurate 30 days late report on our credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28209
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I made a manual payment early to FreedomMortgage.com which is the new company that acquired our original mortgage. Days later the mortgage company 's auto pay system tried to take the same standard payment after already receiving our first payment. Since the money was already taken through the manual payment, the mortgage company hit us with an Non sufficient funds fee not realizing they already had the money. I called the customer support line several times to get the fee waived and they told me this was not an error on their end and they refuse to waive the fee. They basically penalized us for paying our payment early and are now trying to charge us fees on top of our monthly payment. Their customer service was the most unprofessional rigmarole I've ever experienced. They refused to let me speak with anyone higher up than a supervisor and said the decision was made by a part of the company that does not interface with clients. Every time I called, they made my husband verify I was allowed to speak with them even though I'm co-signed on our mortgage, then when I would get forwarded to a supervisor I would get their voice mail. When I finally reached a supervisor they said I should know how their auto pay system works and that they clearly state this information in their terms. I reviewed the auto pay terms and no where does it say that the system will continue to take multiple payments after a manual payment is made. We've had credit cards and other accounts with auto pay for over 20 years and every system recognizes when a manual payment is made and does not try to take the money again. The scary part is that they basically can hit us with whatever fees they'd like at whatever time and we can't do anything about it. Why shouldn't we be able to choose our mortgage company the way we choose any other service. These companies are corrupt and are not held accountable because their customers can't go to the competition if their not happy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18914
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - I spoke to customer service and requested a manager. I was told that Freedom Mortgage had a problem with their mail system in XX/XX/XXXX where payments were going to another company. My problem was in XX/XX/XXXX where my payment was not received by Freedom Mortgage and on XX/XX/XXXX, I received a letter from Freedom Mortgage that they received my original cashier 's check for my XXXX payment payment marked RETURNED-STOPPED PAYMENT. I emailed a letter to Freedom Mortgage on XX/XX/XXXX, with documentation of all payments sent ( copies of cashier 's checks purchased ) and correspondence received from Freedom Mortgage from XXXX - XX/XX/XXXX I received a response from XXXX Mortgage on XX/XX/XXXX stating " After reviewing your account, our research determines we are unable to honor your request to update credit reporting. The delinquency for XX/XX/XXXX is accurate as reported. I purchase a cashier 's check every month around the XXXX or the month and mail my cashier 's check to Freedom Mortgage. This has worked well every month until XX/XX/XXXX. I have been informed of a mailing error from Freedom Mortgage in XXXX that payments have been received by another company. I think this mailing error started earlier than XX/XX/XXXX, because my XX/XX/XXXX payment didn't show up at Freedom Mortgage until XX/XX/XXXX. I have documentation to support everything I'm saying. I hope you can look into this matter and Freedom Mortgage will remove my XX/XX/XXXX late mark on my credit file. I'm looking to purchase another home and this error on Freedom Mortgages part is costing me more money for my new loan because my credit dropped from XXXX to XXXX. My mortgage lender is telling me that because of the lower credit score I am paying {$2500.00} more in points to get the same interest rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95336
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We had a fixed rate VA mortgage until Freedom Mortgage bought out our mortgage company, then they raised our interest two or three times. We swallowed the raises at that time, but no more! Now we payed off our mortgage and have had multiple problems. On XX/XX/XXXX we got a payoff statement of a figure of {$1100.00}. We sent the check on XX/XX/XXXX, and they cashed it on XX/XX/XXXX. On XX/XX/XXXX we got a check for the escrow money, which should have been {$210.00}, but the check was for {$130.00}. Every time we called them between XX/XX/XXXX and XX/XX/XXXX, they said we still owed them money. However, when they checked into it, they said it had been posted wrong on their end and we were correct. Now they deducted their error from our escrow check. The escrow was to pay any taxes and insurance, however, we have been paying our taxes and insurance separately. At the end of each year they would send us a check to cover our payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28562
Submitted Via: Web
Date Sent: 2018-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Loan number XXXX Freedom Mortgage I have been disputing this organizations errors since XXXX of 2018. They obviously do not know how to properly account for monies sent to them and claim total ignorance of their own procedures. I received a statement dated XX/XX/2018 showing my payment were up to date and that my next payment was due on XXXX XXXX. This corresponds to my records. On XX/XX/2018 XXXX reversed TWO months of payments resulting in my payments for XXXX and XXXX being past due! I received no explanation and no one at XXXX could explain why nor who the money was paid to! XXXX has also tarnished my credit rating due to other errors made by them. XXXX XXXX
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: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A