Date Received: 2018-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am contacting your organization to file a formal complaint against Freedom Mortgage. I bought my home with an FHA loan that is now held by Freedom Mortgage. After a bad injury on the job I went through some hard times and missed some payments. My hardship is over and I am trying to work things out with Freedom Mortgage. At first they were very helpful and told me that I would qualify for an assistance program. Several months later I am still waiting as they continue to misplace my documents, tell me they have not received paperwork that I send to them via certified mail ( so I know they have received it ) and tell me that I have no options. When I offered to make a large lump sum payment in order to fix this problem they tell me that the amount I owe has increased several thousand dollars due to late fees, Attorney fees, inspection fees and junk fees and that I can only pay the full amount. they have now set a foreclosure sale date for XX/XX/XXXX. I make a good living and have the means to pay my mortgage -- I am certain that I would qualify for one of the government programs such as modification, repayment plan, partial claim or special forbearance but Freedom won't even give me a chance. I bought my house almost one year ago. I have a large family ( wife and XXXX kids between the ages of XXXX and XXXX months ) and we were excited to have our own place. I had a good paying job working with the state of Idaho for the last 20 years and there was no reason to think that there would be any problems with making the monthly payment. About 4 months later I was injured on the job -- I XXXX XXXX XXXX XXXX and all of my XXXX and was in extreme pain. Due to doctor visits and the pain my working hours were limited. I had to go from doctor to doctor to figure out exactly what the problem was ( my XXXX had been XXXX XXXX XXXX XXXX ) and how to fix it and finally an XXXX was done and I went in for XXXX. I missed a few weeks of work after the XXXX and they put me on some heavy pain medication. This led to additional problems and XXXX which also cut into my ability to work. I contacted Freedom Mortgage shortly after I defaulted and explained my situation and was assured that there were programs available and that I qualified. I then began the process of sending in the application documents and began a vicious cycle because Freedom continually lost the documents. I got sick of faxing and began sending the documents through the USPS with tracking numbers in order to ensure that Freedom received the documents. I would get the receipt showing it was received, and then when I would follow up their loss mitigation department would say that they never received the documents. I was eventually told that I did not qualify for any programs, although no specific details were given relating to what programs I was reviewed for, what income was used in the calculation etc. or if a full review was even conducted. I then discussed a large lump sum payment of {$6000.00} in order to get me back into good standing. Their agents told me that this was not good enough, because when they added in the late fees and Attorney fees and the junk fees the total amount owed was closer to {$10000.00}. I am contacted often by their agents now, but it is not to offer help or to conduct a review of my current and correct financial circumstances. It is to harass me and to tell me that if I don't make a lump sum payment of {$10000.00} that they are going to take my home away from me. A sale date has been scheduled for XX/XX/XXXX. My hardship is over, and I make more than enough income to qualify for these homeowner assistance programs. The issue is that Freedom won't give me a seat at the table. This is wrong, and I believe they are violating FHA and HUD guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my second year in this new home. The mortgage company said the escrow was wrong and raised my mortgage by {$400.00} then on top of that they placed forced place flood insurance on my home at a very high amount when I already had flood insurance. I called my agent they sent them the flood policy they gave me at {$500.00} less they never updated it or changed it. this mortgage company has raised my mortgage payment 3times making it difficult for me to afford my mortgage. I contacted my property appraisers office they sent me 2 letters saying I qualified for $ 5o, ooo homestead exception and what my taxes will be they refuse to update my escrow even with 2 letters from the county on letterhead and authorized signatures.They also have one of my mortgage payments in suspense of {$1200.00} they will not apply to anything just sitting there for 5 months every time I call them they open new tickets but nothings gets done. No one calls me emails me nothing gets applied or updated. My mortage payments keeps increasing and they keep sending me foreclosure letters. I have called several times asking to speak to a supervisor I cant get anything done.all while they hold on to an additional {$1200.00} and then charge me more late fees and property inspection fees for pre foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32309
Submitted Via: Web
Date Sent: 2018-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was one of many individuals who decided to prepay their property taxes in XX/XX/XXXX. At that time, I notified Freedom Mortgage that my property tax was prepaid for payments due in XXXX. The representative stated that early in the year in XXXX that they would be conducting escrow analysis and refund the money prepaid after the analysis. After no action from Freedom Mortgage, I contacted them in XXXX and explained the situation. I again restated the prepayment situation and my conversation with their representative in XX/XX/XXXX and asked that an escrow analysis be completed as the two property payments in XX/XX/XXXX and XX/XX/XXXX would not occur from Freedom Mortgage and to refund me the money. They stated that the escrow analysis would be completed and refunded to me. An analysis and check for the XXXX payment was provided in XX/XX/XXXX. However, only half of the amount due was refunded to me. I immediately called them and stated that their analysis was incomplete and they owed me the XXXX payment. They stated that their analysis team did not consider the second payment and requested additional documentation and proof of payment which I provided minutes later. They stated that the new analysis would be expedited the following week. After no action, I called Freedom Mortgage back a week later and asked where the analysis was. The representative stated it was still in process. I called back yet another week later after no action on XX/XX/XXXX and asked where the analysis was. They stated it would be completed on XX/XX/XXXX. After no action, I called back on XX/XX/XXXX and asked where the analysis was. They stated it would not scheduled to occur until the end of the month. I countered stating that they told me this would be expedited and was to be completed by now. I then asked to speak with a supervisor. The supervisor was also unhelpful. He stated that the multiple requests to have the escrow analysis redone were closed and that no action was to be taken. I again explained the situation and requested we speak to the analysis team as they were not reading their notes or correctly assessing customer accounts. He refused saying " he didn't have their number. '' Freedom Mortgage has continued to stonewall my attempts at getting an escrow refund legally due to me and my repeated attempts at trying to get them to remedy the situation have failed. I have no other option than to report them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2018-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX to Freedom Mortgage in XX/XX/XXXX. My annual escrow analysis was due in XX/XX/XXXX and none was performed. I called Freedom Mortgage on XX/XX/XXXX to request an escrow analysis as my escrow balance is almost 5,000 and I would like the excess paid out to me. The customer service agent informed me that he is unable to submit the request for an escrow analysis and that I needed to email a generic email box with my loan # and request the escrow analysis. Notwithstanding the fact that I found it entirely ridiculous the agent was not able to submit the request on my behalf, I sent an email to the address provided requesting an escrow analysis. I received an automatic reply stating that my email was received and that they would review my request. As of XX/XX/XXXX, I have yet to receive a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Company Is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX NMLS ID : XXXX XXXX I have made every payment. The Mortgage company failed to pay my town property taxes out of the escrow account that were due XX/XX/XXXX. I was notified by the town on XX/XX/XXXX that the taxes had not been paid and that they intended to put a lien on my house for non-payment of taxes. I immediately notified Freedom Mortgage and followed up several times, but they failed and refused to pay the taxes. On XX/XX/XXXX I paid the taxes, interest and penalties in the total amount of {$4900.00}. I have called and emailed Freedom Mortgage numerous times but they have failed and refused to reimburse me for the tax, interest and penalties I had to pay because they failed to do so. All they will tell me when I call is " we have a ticket open. '' I could not afford to pay this {$4900.00} and to make it worse, I still had to come up with my regular mortgage payment on XX/XX/XXXX. This is a serious financial hardship. Please help and take all possible regulatory actions against XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2018-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently sold to a new mortgage company. We were notified by the seller within 15 days of the transaction, but heard nothing from our new loan company until XX/XX/XXXX, 19 days after our first mortgage payment to the new company ( Freedom Mortgage ) was due! Remarkably, this first communication was to inform us that we were late on our account! Because of this delay in being billed we actually assumed the first bill was going to be for XX/XX/XXXX, only later to learn that it was actually for a back payment. But because we had the legal 60 day grace period in which they could not charge us a late fee, we were not too concerned. We had trouble logging on early in XX/XX/XXXX when we went to pay it, and did not finally get the payment made until XX/XX/XXXX, paying for the months of XX/XX/XXXXand XX/XX/XXXX, but still within the 60 days. On XX/XX/XXXX, my wife was stopped by someone from another realty company who handed her a letter, would not say whom it was from, and proceeded to take pictures of my wife and our home. After opening the letter from this strange man, we saw that he was acting at the behest of Freedom Mortgage informing us that our payment was late, despite the fact that our check cleared the day before the man showed up to our home. My wife called Freedom Mortgage to make sure this was legitimate, and she was told that we would be assessed a fee for the home visit. I knew from our legal rights this was not proper, and called today to make sure the fee was removed. I was informed that this was not technically a late fee, so they could charge it. But that's clearly what it is -- we were charged a fee because we were late ( which we were not, as we were within the 60 day grace period ). I filed a complaint with Freedom, and they told me they would open a case, but refused to remove the charge right away. It is only {$15.00}, but this is a matter of principal to me, because if they will do this to me, they will do it to anyone. I can tell already that I will not have a positive experience with this company. Consumers should have the right to protect their loans from being sold to companies like Freedom Mortgage that do not abide by the law. I need to know the next steps to ensure that I am not falsely charged this {$15.00}, and what rights to compensation I have for all the time and energy I'm having to waste to stop Freedom from violating the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2018-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I contacted Freedom Mortgage in XXXX many times over the past 4 years about their faulty practices. In fact I have sued them before and they settled. I contacted them in XX/XX/XXXX about my home they wrongfully and neglectantly closed on. I have sent them the letter that they sent me stating that they were not legally able to foreclose on my home until XX/XX/XXXX, because it was protected under the SCRA. When I contacted them concerning the matter They failed to provide me with the requested information, but instead provided me with my name, the last 4 of my social, and the amount supposedly owed. They did in fact send me a falsified documents and documents were different from the original deed that I possess. Freedom Mortgage just needs to be shut down period. They are a thorn and a causes great harm to our veterans and other Americans who have worked hard to secure the American Dream. I truly do not see how the government allow companies like this to remain open and thrive, and also give them bailouts with taxpayers dollars. I have the SCRA paperwork they previously sent me and it has been forwarded to my attorney I have contacted them and asked them to remove the erroneous information from my account, but they refuse to do so. My next step is sending them a letter stating my intent to sue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I ( both veterans ), have been with Freedom Mortgage for about 15 months. We have only had one issue when mail was delayed due to a snowstorm and the check arrived a day or two late. When we called them about the check being late ( we saw that the money had NOT been withdrawn on the XX/XX/XXXX ) they told us that we were immune from late payment for the first 2 years of our mortgage but STILL charged us late fees and claimed the fee would be applied to principal. We were mollified. However, this occurred again and AGAIN WE had to call THEM about not cashing our mortgage check. We were told to cancel the check and pay online. We attempted several times to pay online but their system was not working properly. We called several more times over the next few days and were finally allowed to pay over the phone. However, once again they got a number wrong ( allegedly ), and piled on even MORE late fees again telling us that they would be applied to principal. None of the late fees were ever applied to principal so they had BLATANTLY misled us or dare I suggest that they LIED to their own customer. Now they are saying we are TWO months late and we have both payments sitting in our account waiting for them to take it. I have done research on the company and this is NOT an isolated incident. They have been both aggressive in getting their money and politely unhelpful each everytime we try to pay them. They have continually lied or misled us, NOT corrected the problem NOR have they EVER called US. WE have called THEM we stay on top of ourt finances and this is completely unacceptable and a perfect example of corporate greed and incompetence. My FIXED mortagage payments have been going up due to late fees and accrued interest because they will NOT take our money. I do not know how to force them to take our payments please help us or inform them they need to fix how they do business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37138
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX, Loan # XXXX has transferred our VA Mortgage Loan Payments to Freedom-Mortgage without letting us know what is going on. Since the transition finalized by this two Financial Mortgages companies. I did contact Freedom Mortgage Loan # XXXX by ( e-mail ) several times. To let them know, I will not making no payments to my Mortgage VA Loan. Until Payment Rectification is make to my Escrow Payment. Since XXXX XXXX XXXX defraud me and my wife with our ( Tax-Exemption ) never been removed from our Escrow payment ever since XX/XX/XXXX through XX/XX/XXXX Seven payments has been made to our home since with tax including, Never remove from our Escrow payment at all. Therefore ; its a breach of contract, as well defrauding us with our Mortgage payment. Its also falls under : " False Statements Statute U.S.C. 1001. Section 2 '' Especially, the general Statute, 18 U.S.C. 1001, which makes it a crime in dealings with the fedral government to ( 1 ) falsify or conceal a material fact, ( 2 ) make a materially false statement, or ( 3 ) make or use document known to contain a materially false statement or entry. False statement statute. see also Exculpatory which also a breach of contract against us. We are seeking help to Relegate this Maladminister conduct which become a ( XXXX ) in America. Nowadays. after 8 years of Collusion conspicuously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89002
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have noticed that I have a hard credit inquire from your company on my XXXX XXXX and XXXX XXXX credit file dated XX/XX/XXXX. As you probably know, Credit Reporting Agencies treat inquiries as a statement of fact and will not allow a consumer to dispute them. Since it is against federal law ( Fair Credit Reporting Act15 USC & 1681n ( a ) ( 1 ) ( B ) for an entity to view a customers credit report without a permissible purpose, I am writing to inquire as to your alleged purpose for doing so since I did not apply or request credit from your organization. Based on the evidence in my possession, this inquiry was performed under false pretenses as described in the clear language of the law. 15 USC & 1681n ( a ) ( 1 ) ( B ) states, in part, in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater. I have filed a police report with the Sheriff 's Department XXXX XXXX XXXX onXX/XX/XXXX with a report number # XXXX for identity theft, Name and unit of Reporting Deputy XXXX XXXX XXXX XXXX. This is informing you that this was a fraudulent application and I did not authorize your company to pull my report. I do hope that we can settle this matter amicably. Please remove this hard inquiry from my credit report upon receipt of this letter to avoid further damage to my credit. Your immediate attention is appreciated in regards to this matter. Please contact me if you have any questions. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX Email : XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A