Date Received: 2018-04-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We had started having ACH blocking issues with our back which resulted in a return of ALL payments paid in this manor including our mortgage. Once we noticed the amount of fees we were being charged we realized there was a problem. After of 6 months of these returns and the run around from the bank it was shown that a representative had placed a block on ALL ACH payments instead of a single one that was requested. We had spent all that time catching up on all returned payments because the amount paid in fees left us short and we are on a fixed income. We tried working with the Mortgage company thought this entire time and set up payment arrangements starting in XX/XX/XXXX. Our payment for the first installment was sent by mail which was the only method accepted, but never made it or was not received in which we were NEVER informed of this. After attempting another refinance to start fresh we discovered that the payments were missing. This started us down the path of Loan Modification in which we were denied at the end of XXXX, we appealed and were denied and NEVER informed and our house was put in Foreclosure XX/XX/XXXX and we were NEVER informed. We found out when I called to see about the Appeal. All the while we were told to NOT PAY! We are now attempting to stop the foreclosure by applying for modification AGAIN but still getting the run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85746
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage initially serviced by XXXX XXXX XXXX XXXX ( XXXX ), sold to Freedom Mortgage effective XX/XX/XXXX. Property taxes were overpaid for both XX/XX/XXXX and XX/XX/XXXX.That issue was resolved withXX/XX/XXXX FL Tax Assessor and refunds were sent to both mortgage services, as they were the parties that paid the taxes on our behalf. Beginning on XX/XX/XXXX, I sent messages to XXXX inquiring about the refund and asking them to refund our escrow overage, as they still escrowed for the higher tax amount. After many calls and truly hours in their queues, they FINALLY resolved that portion via letter and refund datedXX/XX/XXXX, received by USPSXX/XX/XXXXfor {$6000.00} -- covering the XXXX overpayment and escrow overage. I am still waiting fro the {$3700.00} overpayment fromXX/XX/XXXX, which was sent to XXXX XXXX dutifully overnighted a check to Freedom Mortgage on XX/XX/XXXX via XXXX, and the tracking numbers shows it was signed for by XXXX XXXX at Freedom Mortgage onXX/XX/XXXX at XXXX They have yet to credit my account, and after multiple additional calls report they are not able to directly contact XXXX. They are now telling me I must get a copy of the front and back of the check from XXXX and send it to them as proof that they have my refunded tax overpayment. I'm really fed up with Freedom Mortgage, their inability to track my account, their indifference to the problem and their perhaps intentional (? ) willingness to hold on to nearly {$10000.00} that doesn't belong to them for far longer than they should.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Prior to XX/XX/XXXX, I carefully examined my closing documents regarding PMI and how this can be removed. The documents stated that it could be removed once the loan balance was below 80 % of the original sales price ( defined by the lesser of the original sales price or, the appraised value of the home as the time it was purchased ). It should be noted that the original sales price was {$88000.00} in XX/XX/XXXX. The appraisal at the time of purchase was approximately {$100000.00}. Once I reviewed the closing documents I determined that the request to remove needed to be made in writing, I must have the loan in good standing with no late payments, the loan is currently in good standing and that the mortgage company " may '' at my expense require evidence that the property value has not declined below the original sales price of the property. I contacted Freedom Mortgage on XX/XX/XXXX to confirm the steps I needed to take above and was told that was correct. I then made my XX/XX/XXXX mortgage payment and included substantial extra money towards the principle to bring the outstanding loan principle balance below 80 %. Additionally, I subsequently submitted the written request as outlined on XX/XX/XXXX. I contacted Freedom Mortgage on XX/XX/XXXX and spoke with XXXX who advised me that an appraisal was required and that a letter would be forthcoming. I asked why would an appraisal be needed when the appraisal from just over two years ago showed the value north of 21 % of the original sales price at that same time along with the fact that I can provide proof that I have made various enhancements ( new roof, new HVAC, new carpet, siding repairs etc ... ) and that the sales prices for all homes in the subdivision now exceed {$150000.00}. He stated for me to email an appeal stating these facts. On XX/XX/XXXX, I received the letter dated XX/XX/XXXX that XXXX had referenced. It stated that I needed to contact a specific vendor " XXXX '' to have the appraisal done. I contacted them and learned that their fee for the appraisal is {$470.00}. That is roughly 58 % higher than the average of {$300.00} that I found for a single family home appraisal in my area. Additionally, it is {$75.00} more than I would be saving with the early elimination of PMI as it is already slated to end XX/XX/XXXX according to the loan closing documents ( provided there are no more Freedom Mortgage " gotchas ''. The PMI is roughly $ 50 monthly and this would be over 8 additional months ( XX/XX/XXXX through XX/XX/XXXX payments = 8 months ) or, {$400.00} total in potential PMI savings. So, again I pay {$470.00} to save {$400.00}. Here are my fundamental issues that Freedom Mortgage could not answer and that I feel are highly unfair and unethical mortgage practices as it relates to PMI. 1 ) Freedom Mortgage states I " must '' submit an appraisal. My documents do not say this and only say that I " may '' be required to submit proof that the home value has not fallen below the original sales price ( I can easily do this as mentioned above ). How can they require this appraisal when the loan documents do not implicitly state this? 2 ) If proof " may '' be required, when is it NOT required. You would think that if it IS required, it would state that as opposed to it " may '' be requested. 3 ) They state I must use their one specific vendor for the appraisal. No where do my loan documents state this. How is this legal/enforceable? 4 ) The fee " their '' vendor is extraordinarily high and far exceeds fair market value of appraisals in my area of {$300.00}. What recourse do I have with this excessive fee. This entire situation wreaks of unethical, unfair and unscrupulous behavior by Freedom Mortgage here. The contract I signed and common sense must prevail here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30134
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I received my loan documents, I was told that PMI would be removed when the loan had been repaid on time for 5 years and loan to value was 78 % to the homes value or the initial loan value. The loan started in XX/XX/XXXX. My servicer in XX/XX/XXXX was XXXX. I was working with them in XX/XX/XXXX to remove the PMI. The original value of the loan was XXXX, the home was appraised at XXXX. We have invested in our home and strongly believed the market value was significantly higher. I contacted XXXX to discus removing PMI and they informed me that my loan would move to Freedom. I contacted Freedom and explained my home 's value had increased and that I would like to have the appraisal done so I could drop PMI. Freedom said they could not help me until they had the note in their file. After some time, they were able to discuss with me my account. After multiple calls, I finally had someone tell me how to get an appraisal done on my property to remove PMI. They were very clear on their instructions. I trusted that because my call was recorded, that I didn't need to write down more then these steps. I was to call XXXX, provide reference code XXXX and my loan number XXXX. Once the appraisal was complete, Freedom would receive this information, they would be able to adjust the value and fix the PMI. I followed their instructions. Called the number. Paid {$450.00} via a credit card on XX/XX/XXXX to a group called XXXX XXXX XXXX. The next day a certified appraiser called me and on XX/XX/XXXX I had them in my home, documenting my property. I had to stay home from work to make this happen. The value of the removal of PMI is a significant cost savings for my family of XXXX. Kids are expensive and I was excited for this opportunity. Today, XX/XX/XXXX, I contacted Freedom to understand the status. The first person I spoke with said what I did was not possible and transferred me to a manager. The manager said what I did was wrong and that he needed to pull the audio recordings to verify what I was told was what I was told. He would then call be back for next steps. I was devastated at this news and told my wife. I called in the evening to find out the status and again was told this was not possible. For the first time a rep explained why. They stated that FHA property values could not be changed. I have a hard time accepting this because it doesn't say that in the loan documents. It says initial loan value or home value. My home value is not documented correctly and I am seeking to correct that. The rep explained that there was nothing she could do. That I was given incorrect information. I spoke with XXXX, a manager on the evening call. She offered to send me the very agreement I referenced that states either original loan or home value. She clearly explained their only remedy is to pay me for the expense of the appraisal or they can put me in a new loan. The first option requires me to prove they said what they said to me and to provide receipts for my transaction. The second they make more money off of me through closing costs and so forth. I broke the news to my wife. This represents a significant change in our XX/XX/XXXX budget and strategy. While we are thankful for the clarity, we don't understand why were instructed down this path without hope of Freedom Mortgage keeping integrity. There has to be a way for them to keep their word to me. I did what they told me to do and took the time to do it. I trusted them, please advise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We were affected by hurricane Irma. After the hurricane we were contacted by our servicer XXXX about a forbearance and loan modification as a result of setbacks caused by the hurricane. We submitted the application all of the materials for the loan modification only to learn that our loan would be serviced by Freedom Mortgage. I notified Freedom of the dispute within the 60 day timeframe and the correction was never made. Upon following up again 2 weeks later, we were then told to resubmit the loan modification application and supporting material which we did 4 months ago. We called numerous times to follow up on our application only to be told it wasnt time to process the loan modification that we were in a forbearance. Over the course of the last 4 months we have telephoned Freedom over 20 times, only to be told we need to resubmit the same material we have been submitting since XX/XX/XXXX. In XX/XX/XXXX I finally asked to speak to someone in the escalation department and was told that I have been assigned a Single Point of Contact and that because I was current on the mortgage prior to the disaster, that in accordance with Mortgagee Letter XX/XX/XXXX issued by HUD it was a straight forward process and should be resolved within 2 weeks. Since that time I have called at least once a week to talk to the single point of contact assigned to me ; over the 6 week period and multiple messages I have yet to have a return phone call, and email, or any form of communication from that individual. The only letter I did receive was to let me know that now Freedom would be reporting me to the credit agencies for being delinquent over 120 days. This is completely unacceptable, especially since I have been paying the mortgage and the delay was not caused by me. The delay was the direct result of Freedom not resolving the issue upon the transfer of the servicing as required and furthermore, stringing out the process. I called Freedom again last week and was told that before I can have the disaster modification I need to complete a trial period. This too was incorrect information provided, for one, we have been paying the mortgage, and secondly as stipulated in HUD Mortgagee Letter XX/XX/XXXX, a Trial Payment Plan ( TPP ) is not required before completion of a Disaster Rate and Term Loan Modification or a Disaster Standalone Partial Claim for a Borrower who was current or less than 30 days past due as of the date of the applicable Disaster Declaration. Quite frankly, it is clear to me that Freedom has no idea what is going on or what to do, even though HUD has clearly outlined the policy. As a result, they are now reporting a delinquency to the credit agencies, won't return a phone call to address the issue, and fail to finalize the disaster modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XX/XX/XXXX. XXXX XXXX sold the FHA loan to Freedom Mortgage soon after. Before my first mortgage payment on XX/XX/XXXX, Freedom Mortgage sent me a letter reducing my monthly payment from an estimated {$2800.00} to {$2000.00}. My guess because the XXXX County Appraisal District was showing the home as unimproved, but I was never given a reason. From XX/XX/XXXX to XX/XX/XXXX, I made my monthly payments of $ XXXX/ month. {$1500.00} was principle and interest and {$530.00} was to my escrow account for taxes and the FHA PMI totaling {$6400.00}. Then in early XX/XX/XXXX, I received a refund of {$960.00} dollars for paying too much into my escrow. But according to Freedom Mortgage, they paid {$13000.00} for XX/XX/XXXX taxes and insurance and never made me aware of the shortage of escrow payments. So I continued to make my payments of ~ {$2100.00} for most of XX/XX/XXXX. It was not until XX/XX/XXXX that I was made aware of the " increased taxes '' from Freedom Mortgage due to the home now being calculated as improved with the appraisal district. So XX/XX/XXXX Freedom Mortgage made another payment of {$13000.00} for my taxes and insurance. Now, a year after the first payment of ~ {$13000.00} was made, they decide to make me aware of the shortage by sending me a letter stating that I have a shortage in my escrow account and that I need to pay {$16000.00} to " catch up '' and create a " cushion '' in my account. If I can't pay the $ XXXX, then my monthly mortgage payment goes up from {$2100.00} to {$4000.00} per month! This was completely insane! How could they delay telling me for a whole year!! In XX/XX/XXXX they could of told me I was short and I could made the adjusted payment then. I could of paid out any shortage and avoid such a high increase to my monthly payment. Now here we areXX/XX/XXXX. I still do not have the problem resolved with Freedom Mortgage! I have spoken to about 10 different representatives over the last 4 months and I've had 2 different loan officers assigned to my account. I've been told I qualify to 4 different modifications over the last 4 months. First I was issued a spread of the $ XXXX escrow shortage over the next 5 years increasing my payment by {$260.00} per month, plus what I should of been paying for principle, interest, & taxes of {$2600.00}. Then another representative says I qualify for Hurricane Harvey disaster area assistance. Then I was offered a " loss mitigation '' package requiring me to send them numerous documents from tax returns, to profit/loss statements on my side business, to bank statements and pay stubs. In addition, I had to write a letter stating why I needed to be on this lost mitigation modification. Still nothing! Last week XX/XX/XXXX I spoke to my 2nd assigned loan officer, and he stated that I did not need to send in any of the above documents at all. He stated he was perplexed at why I was asked to send! He stated I could of been placed in an FHA program that basically puts the outstanding amounts into an FHA loan that gets paid either when I sell the house or at the end of my 30 yr mortgage. This was the first time in 4 months of phone calls, almost every week, to Freedom Mortgage that I had been offered this program. So now I've been asked to send in Child Support Court Orders ( which is deducted from my bi-weekly payroll and is a line item on my pay stubs already sent in ) and Profit/loss statements for XX/XX/XXXXand XX/XX/XXXX. I don't feel confident that this will get resolved anytime soon and I don't know what else to do. I have consulted with an attorney in XXXX and the best he offered was placing me in Bankruptcy. This was out of the question. I don't feel like I being treated fairly and that now I'm having to pay more for their mistake. I've also tried to refinance out of Freedom Mortgage, but have not had any luck due to my current debt to income ratio. Please let me know if you require anything further and I thank you in advance for any assistance!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: loan # XXXX I refinanced my Mortgage after it was transferred to Freedom Mortgage phone # XXXX, spoke with XXXX ID # XXXX In the process of refinancing both myself and my refinance escrow company spoke with Freedom about a payoff and refund of my tax impound account. I was first told that they would send a refund check to me when the mortgage payoff was made to them. The payoff was made on XX/XX/18, from XXXX XXXX XXXX, the balance due me from the escrow account was XXXX and instead of sending it to me after it closed they send it to the County of XXXX XXXX XXXX on XX/XX/18 to double pay the taxes I already paid through escrow so that the new loan would fund. Upon calling both the County of XXXX XXXX XXXX and Freedom Mortgage I can now not get that refunded to me in any timely manner. It takes a month for the County to refund Freedom Mortgage and up to 30 days for Freedom Mortgage to refund me after they get the money from the County.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93420
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I closed on my home HUD ( XXXX XXXX XXXX XXXX XXXX, VA XXXX ) at closing, as is common, I prepaid homeowners insurance for 12 months. Within the first month, I began receiving late notices with regard to my homeowners insurance being late however, it had been paid in full at closing. My lender ( Freedom Mortgage ) was also contacted by the insurance company regarding the insurance and subsequently, I received correspondence threatening forced placed insurance. I contacted Freedom Mortgage and my insurance company to no avail. On or about XX/XX/XXXX, I had been forced into a situation where I had to take action. I contacted a new insurance company ( XXXX ) and obtained new homeowners insurance. Within 30 days, I eventually received a refund check from XXXX XXXX XXXX when they realized they had alread been paid. On or about XX/XX/XXXX, I received a letter from Freedom Mortgage that my escrow account was short. I contacted Freedom to be informed that they found my account to be short thousands of dollars! Upon further investigation, about 2 weeks later, I discovered that Freedom Mortgage had, without my knowledge or consent, paid over {$1000.00} additional out of my escrow account in homeowners insurance ( knowing it had been paid at closing only 30 days earlier ). The customer service representative seemed as shocked as I was when we discovered where the monies had gone. However, I was subsequently informed that I would have to recover the missing funds, was provided no time to recover the money, and was provided no assistance with documents I requested regarding pay outs, etc. I was also informed I would need to pay additional payments as they were raising my monthly mortgage payment. I sent a letter to Freedom Mortgage on or about XX/XX/XXXX requesting they temporarily return my payment to its original amount, provide payment related documents, and assist me in the recovery of the missing money they had mistakenly paid out. I have received threatening calls and multiple collection/threat letters, but no answer or assistance from Freedom Mortgage. I can't even prove any additional monies were paid out without their assistance. I had no knowledge of any additional payments erroneously paid by Freedom Mortgage and believe it is ludicrous that I should be blamed and saddled with the burden of inflated monthly payments and the collection of my money which had been held in trust by Freedom Mortgage. I will work with the lender to solve this issue but I need assistance. I did not have any idea that these funds had been mishandled and should I have known, I could have been attempting to correct the issues. Please feel free to contact me XXXX. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23139
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Paid my property taxes and also my father 's property taxes from my escrow. Property Taxes were due XX/XX/XXXX. My dad cant pay his because freedom mortgage has already paid them with my money. In XX/XX/XXXX i called freedom mortgage to fix this problem. They told me I need proper documentation. On XX/XX/XXXX, I faxed them the proper paperwork and a statement saying I wanted this fixed. I called them again They said it would be fixed before taxes were due. I checked my account and nothing was done. I called them back. They said that the other people i had talked to previously had done nothing, but he would make sure it was taken care of this time around XX/XX/XXXX. I get a letter stating my house payment is going up From {$530.00} to {$800.00} Because the escrow went up to Pay for Property taxes. It showed the projected property taxes for next year and my dad 's is still on there. I called them back on XX/XX/XXXX, they said the escalation team will take care of this. The " Escalation Team '' called me back on XX/XX/XXXX and said it looks like it didn't get taken care of by the projected date. If its not fixed by XX/XX/XXXX, My house payment will be almost too high for me. Freedom Mortgage is hurting not only me but my dad can't pay his taxes and will be charged late fees. My dad and I have the same first name, Different Middle Names, and Different addresses. I called the tax office and they said freedom mortgage hasnt even begun to fix this problem or called them at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on our home XX/XX/2017. We had already paid for homeowners insurance for a full year in advance to closing. Also, my husband is a XXXX XXXX XXXX XXXX XXXX Veteran and so is Tax exempt in Florida. Our loan broker was XXXX XXXX with XXXX XXXX. We informed him up front that we did not want to use Freedom Mortgage. Within 30 days of closing we received a letter stating Freedom Mortgage would be our new mortgagor. We made our payments as described and agreed upon in our contract. However, Freedom Mortgage, cashed our checks and held the money not applying it to our loan. We called them, faxed them, emailed them and hand wrote them using the USPS with certified mail numerous times giving them copies of our contract, proof of tax exempt status, prepaid Homeowners insurance for a year in advance and even had the insurance company verify the insurance status. Freedom Mortgage continued to cash our checks and not apply them to our account and added late charges onto our loan. In fact they reported us as late payments every month on our credit report which has ruined our great credit, caused unbearable stress and embarrassment. We do not know what to do.
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: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A