Date Received: 2023-10-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My husband and I have 2 mortgages with Freedom Mortgage on the following properties below. My husband XXXX XXXX called to ensure the XXXX XXXX XXXX Policy for XXXX XXXX would be paid and somehow spent an hour of his life with incompetent people in the servicing department. We have had issues with Freedom Mortgage since the inception of this loan and have sent various letters concerning both insurances, escrows and refunds. I received the attached letter on changes made to XXXX policy. My husband never called to make changes to the XXXX property. I want to make sure that there are XXXX policies on XXXX XXXX XXXX XXXX NC XXXX for ( XXXX XXXX XXXX XXXX XXXX and ( XXXX ) Homeowners Insurance and that they are both paid with the escrows as required. XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX has XXXX XXXX and there were no changes requested for this property XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX has XXXX Policies ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and ( XXXX ) XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85042
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have my mortgage set up on auto deduction. The agreement is stated as such : The payment is to be processed on the XXXX of the month, if the XXXX falls on a holiday or a weekend it will be processed on the next business day. Today is XX/XX/23 and it is already pending out of my bank account. I contacted them this morning XXXX got an attitude with me, she never offered to help, never said anything about it, never said sorry or anything. She never tried to help in the slightest. I am sick and tired of this company breaking the law and thinking they can get away with it all the time. I just recently filed a complaint against them for falsely reporting my insurance XXXX to raise my monthly payment, and was called a liar by the manager, in which he is actually the one that was lying. I want sold or transferred from this mortgage company, i want to file a lawsuit for undue stress against this mortgage company because ever since we have had them it has been one thing after another, they cant get anything right, its causing me XXXX and stress everyday. Always wondering what's next with them, are they going to try to take my house next? i don't trust them anymore than i can throw them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Freedom Mortgage claims they are unable to give me online access to my account but they make me verify my account everytime I call them. I have no way of managing my account, they deleted it and will not allow me to create a new one. Everytime I call they claim to have been working on the same issue for multiple members for " months ''. I have no access to any of my loan documents, none of my account information and they refuse to fix the issue or allow me to create a new account. I have never missed a payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Our house was closed on in XXXX of XXXX. Our mortgage company XXXX Freedom Mortgage ) paid our taxes in XXXX of XXXX. We did not receive an escrow analysis until XXXX of XXXX which reflected an escrow shortage of {$1200.00}. Payment was made in the full amount of the shortage in XXXX of XXXX. We then received a second escrow analysis in XXXX of XXXX in the amount of {$1100.00}. When we reached out to Freedom Mortgage we were told that the original analysis in XXXX was incorrect and this was the correct one leaving us with an extra {$100.00} we had paid, which we asked to have allocated to our principal. We then received a third and fourth analysis in XXXX. XXXX which reflected only our required minimum balance and one which reflected a shortage of {$100.00} ( the difference between the first and second analysis ). We reached out again and over the course of several days/hours finally had the {$100.00} re-allocated to the escrow shortage as they then said the original one for {$1200.00} was correct. We were told that the analysis had been run in error, that Florida was a state that was mandated by the federal requirement to run in XXXX and that it was because of when we closed on our home. We continued with out issue until this year. Our XXXX analysis was done on XX/XX/XXXX and showed a {$3300.00} shortage. We elected to have the payments for the shortage spread out over the the next 12 months with the first increased monthly payment starting on XX/XX/XXXX. Since XX/XX/XXXX we have paid our full mortgage payment including {$820.00} to escrow, of which {$270.00} is supposed to be covering our shortage spread. As of our XX/XX/XXXX statement I noticed that the full amount of our escrow payment has been allocated to the escrow balance. I did notice this until XXXX of XXXX at which point I reached out again to Freedom to confirm if this was correct. I spent over an hour on the phone trying to verify if they had in fact been recouping the shortage amount. My issue was escalated to escrow, I was told I could not speak directly with anyone in escrow but that I could send a message through our online account. I received an email and noticed an alert that said I had an escrow analysis ready. Upon further investigation my upcoming payment was reflected as {$55.00} less than my current payment as per an escrow analysis done on XX/XX/XXXX that reflected a {$1800.00} shortage. I attempted to reach via phone on XX/XX/XXXX and spent XXXX hours on the phone of which I spoke to someone for approximately XXXX minutes. I was repeatedly placed on hold only to have a new person pick up. I finally ended the call at approx. XXXX XXXX XXXX minutes after they closed having " spoken '' to XXXX people.I did send a message via the portal. XXXX XXXX reached out to my husband via phone on XX/XX/XXXX. My husband attempted to discuss the issue with her but was told the {$1800.00} shortage was due to our insurance increase and she did not discuss the original issue of if the previous shortage was being allocated. I reached out via email to XXXX on XX/XX/XXXX and explained that I am the one who reached out and the one who pays the mortgage so I would be the better point of contact. XXXX reached out via phone later that same day where we spoke for well over an hour. I repeatedly stated that we had never asked for an escrow analysis to be done only to have the account looked at to make sure that the XXXX XXXX shortage was actually being applied. I was repeatedly told the issue was due to our insurance going up and us switching and not having paid them the original dispersed amount. They dispersed to our former insurance company on XX/XX/XXXX and then to our current insurance company on XX/XX/XXXX. The former also repaid the funds paid to them on XX/XX/XXXX. XXXX repeatedly insisted that I was incorrect, even telling me that they don't have phrasing in their payment history of " funds recieved '' until I offered to email it to her. I again stated that I only wanted to verify the shortage of {$3300.00} was being recouped properly. At the XXXX XXXX XXXX XXXX assured me that they were recouping properly even though my escrow balance reflected as though they had been placing the entire {$820.00} into the escrow account and that they would cancel the analysis done on XX/XX/XXXX with my payment remaining the same as it had been since XX/XX/XXXX. I asked for documentation via email and a letter of what had been allocated to our shortage and was told that I would get a letter that stated they had been recouping it. To date I have not obtained that information. On XX/XX/XXXX I logged in to pay our mortgage and noticed that I had a banner alert of an escrow shortage. When I reached the payment screen I had the option to pay the shortage in full. I selected this option to see what it was and the amount displayed was {$3300.00} the amount of our shortage from our analysis done XX/XX/XXXX. I called in when Freedom opened at XXXX XXXX and was connected to XXXX who did not provide ID number. XXXX repeatedly insisted the {$1800.00} was an error, that we had gotten a letter and refused to look at the XX/XX/XXXX analysis. I was placed on hold 3 times, the XXXX time I was not even told about the hold and held for approx. XXXX minutes. After that hold period she came back on and asked how she could assist today as though she did not realize she was still connected with me. I finally asked her to please transfer to someone else if she was unable/unwilling to assist as it is incredibly awful to just be placed on hold in the hopes you'll give up when you have called for assistance. I was transferred to Aapria ID # XXXX and we spoke at length at which time she told me that she was unable to find record of anything being paid to our shortage outside of the payment I made last XXXX despite XXXX making our payment including the shortage spread in full each month. I still do not have a clear answer on if they have allocated the spread or if they will have to take it out of our current balance which will trigger another shortage for the upcoming year. My issue was again escalated to escrow with no option for myself of the rep assisting to speak with them. I am concerned about how they have handled the escrow over the last 2 years and that if I do have another shortage this upcoming year they will not allocate properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34219
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: To date Freedom has failed to favorably address my request for forbearance on my loan on XX/XX/XXXX. Foreclosure proceedings have begun, and the documents recorded in the Notice of Default state that Freedom has not denied forbearance since XX/XX/XXXX which is false. Freedom has denied my request for a formal forbearance since XX/XX/XXXX. In addition, Freedom continues to put in writing that the offer made for loss mitigation is based on an incomplete application which is also false as noted in the communications attached below. I immediately submitted ALL requested documentation in XX/XX/XXXX. While Freedom continues to present as making efforts to assist by making an offer that clearly does not address my continued requests for forbearance, my hardship remains. I provided a complete application back in XX/XX/XXXX. Please see communication attached below.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90061
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: On XX/XX/XXXX I sold my house and asked the company to send me the escrow money which is {$2500.00} back to me. The original loan was under my husband name who passed on XX/XX/XXXX. I continue to pay the mortgage until the day I sold my house. I sent the company the will, the executor of the will my d.l and my picture to prove it me on the driving license. It had been over 2 months since I sold my house and still didn't get the money. I live on XXXX and need every penny. I spoke with the rep named XXXX XXXX from the company, last time was on XX/XX/XXXX, but since then she ditched me and does not take my calls. The company name is Freedom Mortgage account number XXXX. Under the name XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My late father took out the loan from some company advertised on TV, they then sold it to homepoint financial, who upon my Father 's XXXX refused to honor a policy which would have paid the loan off at his XXXX They sold to freedom mortgage. My late father 's will was lost, I am the only heir, I could not afford to get the house in my name. I submitted all the paperwork they asked for and was told I was a party of interest, then they renegade on that. I got homeowners insurance, submitted the paperwork, they said thank you. Turned around and said I didn't have any got an insurance company that I pay the premium on but they get the money, the last claim I had they kept part of the money. I had to pay out of pocket. and issued the check in my late father 's name. I have been out of work for 7 months due to XXXX and XXXX and they refuse to issue a forbearance because I am not a person of interest, they have continually given me the run around, they want this house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Hello. Over the summer of XXXX my loan service provider was switched from XXXX XXXX to Freedom Mortgage ( current provider ). This was done outside of my scope of control without my authorization ( since companies are allowed to buy/sell contracts ). When Freedom Mortgage took over our account, they conducted an Escrow Assessment. They recognized that we had an excess escrow amount of {$3200.00}. This assessment was done prior to XX/XX/XXXX. We received an email from them around the end of XXXX notifying us of this payment due to excess escrow. By law, the service provide must provide payment within 20 days from the date of the analysis ( as long as all mortgage payments are up to date ). Fast forward to the XXXX of XXXX and my wife calls asking where our check was. They said they mailed it out on the XXXX and we still not receive it ( 3 weeks ). Freedom mortgage then said they would cancel that one and issue a new one. I then call on Monday XX/XX/XXXX asking the status of the second check. They informed me at that time they had no information about it being issued. But advised they could instead do an electronic funds transfer and that they would cancel the second check. I called back the following day to check the status of the electronic funds transfer and after speaking with a manager I was told that the request was cancelled internally by their company. They not only cancelled the two checks, but they also cancelled sending my wife and me our money via electronic means. They stated they weren't allowed to distribute excess escrow via electronic transfer, even though another one of their reps explicitly told us the day before they could. When I spoke to the manager she stated they would mail ANOTHER check, and it would take 5 days to process, then XXXX weeks to be delivered by mail. At this point it is extremely clear that the company is breaking the law and holding/withholding payment of excess escrow. This is governed by law and in now way did they attempt to rectify the situation in anyway. They told us we had no choice but to wait. We are past the 20 days and are about to past 30 days. They need to electronically transfer our money immediately. By law they can be sanctioned or face penalties for withholding money. This is not a good faith effort or attempt whatsoever and are delaying tactics designed to prevent disbursement as long as possible. Their reviews on XXXXXXXX XXXX, and many other websites attest to these fraudulent schemes that they consistently employ ( thousands of 1 star reviews ). It is sickening ( and extremely illegal ) how much they are taking advantage of Veterans!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I am facing foreclosure due to negligence by Freedom Mortgage. My husband and I refinanced our original mortgage on our home with Freedom in XXXX, XXXX. We both signed the new mortgage as borrowers. In XXXX, my husband and I divorced. In XXXX, XXXX, my ex-husband quit claimed the house to me. In XXXX, my ex-husband discharged his personal liability for the mortgage through a bankruptcy filing. In XXXX, XXXX, I entered a loan modification trial period with Freedom. I made all payments through XXXX, XXXX. In that month, Freedom sent me a final agreement packet that was in my ex-husbands name. Freedom acknowledged my status as the successor in interest to my ex-husband via a letter in XXXX, XXXX. However, they have consistently refused to work or communicate with me about the loan, insisting that they can only speak to my ex-husband as the borrower. This is incorrect. Under RESPA, I am to be considered the borrower because of my status as successor in interest. I have attempted to submit an application for a new loan modification, but Freedom only returns an offer in my ex-husbands name. Because they will not work with me on a loan modification agreement, I have been unable to make payments. Freedom filed for foreclosure in XXXX, shortly after the property was quit claimed to me. At that time, the past due amount was approximately {$6200.00}. That was when I started the first loan modification, resulting in the trial period beginning in XX/XX/XXXX. Now Freedom claims that there is over {$81000.00} owing on the loan. They have been adding interest and late fees while also not working with me as the borrower to develop a loan modification plan. I have applied for HAF funding to cover up to {$40000.00} of the amount owed. But Freedom is refusing to provide me with a loan modification application in my name to address the remaining amount owed. Instead they keep sending an application in my ex-husbands name, with a request that he reaffirm the debt. In communications with Freedom, I am told conflicting things about my account. Some representatives tell me that I do not need to assume the mortgage, others tell me that I do need to. Some representatives tell me that my ex-husband is the only person they can talk to about the mortgage, others will talk with me but then send me documents in his name only. Freedom is inconsistent in mailing information - sometimes it arrives addressed to me, sometimes addressed to my ex-husband. I can not get them to commit to communicating and working with me as the borrower.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53066
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I awoke on XX/XX/2022 to find my checking account that I use to auto pay Freedom mortgage payment was overdrawn by over {$2700.00} dollars. I called Freedom immediately to request that they replace money withdrawn as this was double my normal payment. The agent on the call told me that they would need to verify with XXXX that payment was made. The agent called XXXX with myself on the phone 3 way call. The agent stated that the transfer was made from XXXX to Freedom mortgage in the amount of {$5.00} dollars. On or around XX/XX/XXXX I got a knock at my door from someone delivering certified mail. This certified mail was notice of foreclosure proceedings. Turns out that XXXX had not made the payment to XXXX given the vast overdraw. Freedom then reversed ( unknown to me at the time ) my on-time XXXX, XXXX, XXXX payments and effectively marked my account in a 90 day default in XXXX despite these payments being made the XXXX of the month every month in 2022. All funds were paid on XX/XX/XXXX including the payments reversed as well as the shortage amount that Freedom had misappropriated. In a letter to my attorney in response to first NOE that was sent they acknowledge sending {$11000.00} from previous mortgage company elsewhere other than my account. They also state that payments were received on time and that the default was a result of the reversal that happened in XXXX. Again, all fund were then paid in XXXX, if anything I would have been 18 days late not 90 days in default. My attorney has sent 2 NOE, I have sent correspondence to Freedom as well as called them several times. Even though all payments were made on time they are refusing to correct credit report. This has been detrimental to my credit as well as my ability to feed my children. I have been 100 % on time payments across all accounts until this error by Freedom.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A