Date Received: 2018-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refer to attached registered letter for details ( this is in regards of mishandling claim in loss draft department do to Fire ) there holding monies XXXX already paid and not paying contractors causing me to pay out of pocket to contractors causing late mortgage payments stating I-am under special monitoring???????? and they have not approved the rebuilding of my house which already been half rebuilt, the fire and the mortgage company that held loan is different, XXXX Mortgage Bought Loan In The Middle Of Construction From XXXX XXXX XXXX. ;
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89102
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my property taxes in escrow with Freedom Mortgage. While doing a home equity loan with another institution I was informed my property taxes were delinquent and I could not proceed. I contacted customer service. XXXX informed me that I needed to send an email to customer service and they would respond within 48 hours. 72 hours later, no response. Made second call and spoke with XXXX ( ID XXXX ) she informed me a resolution has not been made, but a target date was scheduled for XX/XX/2018. I am now over 30 days delinquent and have accrued over {$100.00} in penalties and interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 540XX
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/XXXX I obtained a mortgage from XXXX XXXX. I wanted to make extra payments so XXXX referred me to XXXX so that an additional payment to the principle would be made each year. XXXX notified XXXX anytime there was a change in the amount ( e.g., the escrow went up or down ) so XXXX could adjust the amount automatically deducted from my account. In XXXX my mortgage was sold to Freedom Mortgage ( XXXX XXXX XXXX, XXXX, TX XXXX ). The escrow was adjusted in XX/XX/XXXX ( the mortgage went from {$1800.00} to {$1900.00} ) ; XXXX was not notified so they deducted the usual amount which was sent timely to Freedom. However, Freedom did not apply those monies to my mortgage. I was contacted and immediately paid the additional monies as well as additional charges. Freedom filed a negative credit report against me ( and I have always had an excellent credit report ) saying I owed them {$1900.00}, when in reality it was just {$17.00}. I filed a dispute claim with them and with XXXX, but Freedom has refused to remove the negative credit report and XXXX has not changed my report. Freedom Mortgage 's negative credit report is fraudulent since there was only {$17.00} owed not {$1900.00}. I would like this negative credit report to be removed from my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are writing this in hopes you can help keep a family in their home. Please get Freedom Mortgage to properly review our loan for assistance options. The issue started in XXXX 2016. I had to leave work for almost half the year to recover from a XXXX that was necessary but we just couldnt have been prepared for. My family did what we could to make up the difference while I was recovering. I repeatedly tried working with the bank, explaining the situation, but it was a slow process and when I was finally able to get caught up, they told me it was too late. They demanded the full amount, and wouldnt take any more mortgage payments. The fees and these payments just kept to piling up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93635
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are still waiting for the reimbursement of the two ( 2 ) {$30.00} fees and an {$18.00} fee which Freedom Mortgage charged on our loan, enriching themselves by charging us both on the statement account AND they also charged our escrow account when we recently refinanced our home at XXXX XXXX XXXX XXXX XXXX, CA XXXX on XX/XX/2018. In other words, they charged three ( 3 ) SEPARATE {$30.00} FEES, TWO ON THE STATEMENT ACCOUNT AND A THIRD ON THE ESCROW ACCOUNT. They also charged two ( 2 ) separate Recording fees, once thru our escrow and another directly on our Freedom Mortgage statement. We will no longer be doing business with Freedom Mortgage and their double and triple billing only reinforced our decision to leave that company.. IN ADDITION, Freedom Mortgage charged a late fee of {$100.00}, WHY??? We were never late, how dare they take a {$100.00} fee for a non-existent late payment? AND they failed to notify our escrow company, XXXX that there was no late payment, therefore, no late fee of {$100.00} applied. They have billed the {$100.00} thru our escrow account and directly thru our Freedom statement also. And finally, Freedom Mortgage charged us {$170.00} in ESCROW, WHY? We do not have an escrow account with them. And if they did take close to {$180.00} in ESCROW, where did they apply it exactly? They did not apply it to our XXXX County Property Tax Bill, so what did they with the {$170.00}, and why did they take it in the first place when we do not have an escrow account for us. We pay the taxes directly to the XXXX County Tax Collector on our own. In short, Freedom Mortgage charged three ( 3 ) separate {$30.00} fees thru escrow and directly thru their statement. Freedom Mortgage also charged two ( 2 ) {$18.00} fees, one thru escrow and another directly thru their statement. They also charged two ( 2 ) {$100.00} late fees, one thru our escrow company and a second late fee thru the statement. WE WERE NEVER LATE, and yet, they charged two ( 2 ) separate late fees of {$100.00} each. In addition, a {$17000.00} payment to ESCROW BALANCE was taken, they it is not owed. Freedom Mortgage enriched themselves with {$510.00} of our money and we want it reimbursed. This is unethical, bordering on criminal behavior on part of Freedom Mortgage. Thank you. XXXX XXXX XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92802
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I received a letter from XXXX County informing that my property taxes were overdue. I contacted Freedom immediately to inform them of this situation and then emailed a copy of the original bill and overdue bill with interest. Since this was a Saturday, I followed up with Freedom during the work week to ensure information was received. I was informed that your tax department has 30 days to take care of this matter completion date of XX/XX/XXXX. XX/XX/XXXX I received a letter from XXXX County informing me of a collection notice. I contacted Freedom and informed by ID : XXXX legal action would be taken on Freedom Mortgage, not myself. I was reassured Freedom was the responsible party and the county would not take action against me and that payment would be submitted by XX/XX/XXXX. XX/XX/XXXX I contacted the XXXX County who informed me civil action has been taken against me and they have contacted my employer to garnish my wages. I spent over 2 hours on the phone with Freedom Mortgage attempting to get this resolved ( throughout the course of 4 phone calls ). I also had to take the morning off to go to the county tax office. I informed Freedom at XXXX eastern the severity of the situation and that I was now being financially punished for their failure to pay my property tax bill. I was assured it would be handled and paid by XXXX eastern. At XXXX I followed up still no payment. I was escalated ( above general supervisors ) to ID : XXXX and told she would be escalating to her supervisor and I would receive a callback at XXXX on XX/XX/XXXX. XX/XX/XXXX I reached out to Freedom at XXXX after not receiving a call-back and payment has yet to be handled. I am yet again being escalated above the supervisor level and awaiting a callback from supervisor of ID : XXXX, no known ID but her name is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage overpaid my Real Estate Taxes for XX/XX/XXXX as they paid them early in XX/XX/XXXX. A refund check was sent back to them on XX/XX/XXXX. The refund amount has still not been applied to my escrow balance, which has caused my monthly payment to increase by over XXXX , because by them overpaying the taxes, it wiped out my escrow balance. My complaint is that it has been over 2 months since they received the check according to my County Tax Assessor, but Freedom Mortgage has no knowledge of the refund being received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Freedom Mortgage on XX/XX/XXXX and XX/XX/XXXX related to the removal of Private Mortgage Insurance ( PMI ) on our account. After several phone calls and finally a request to speak to a supervisor or manager, I spoke with XXXX XXXX in XX/XX/XXXX. We currently have an appraisal report that was requested with United States Appraisals due to considering a re-finance. The re-finance process was started since we were led to believe this was the only way to remove PMI ; we found out otherwise and terminated the re-finance process. We have requested that Freedom Mortgage use the current appraisal report ( dated XX/XX/XXXX ; was less than 30 days old upon initiating request process with Freedom Mortgage. Over 2 months have passed due to Freedom 's delays and lack of engagement. ) I understand Freedom Mortgage prefers the use of Single Source for property appraisals ; however, I have asked numerous times for Freedom to provide me with the legal basis or regulation that allows them to require our use of their preferred appraisal service. Nothing has been provided to me. Under the Homeowner 's Protection Act, the following requirements are outlined ( of which we have met ) : submit a written request, has a good payment history, borrow is current and satisfies requirements to establish the value of the property has not declined below the original value and equity in the property is not subject to a subordinate lien. As of XX/XX/XXXX I had not heard back from XXXX XXXX, as promised ( he indicated he would take my request to management for review and consideration ). I sent another email on XX/XX/XXXX and as of XX/XX/XXXX, no response from Freedom. I sent another email on XX/XX/XXXX to finally request that Freedom provide a legal basis to not use our current appraisal report otherwise I would have to take the matter to small claims court. Freedom called our home on XX/XX/XXXX and requested a callback. My husband spoke to XXXX - who indicated that if we sent our appraisal report in, they would like to review and likely use to remove the PMI. On XX/XX/XXXX, we received a letter from Freedom indicating a generic response that we have to use their preferred appraisal company to remove PMI - again refusing to provide me with the regulation or legal basis to require my use of another appraisal company and consequently the valid appraisal report we have. I have also pulled documents that were originally signed for this loan, and nothing in the paperwork indicates we have to use the lender 's preferred appraisal company for PMI removal ; the documents simply outline the terms of removal under the Homeowner 's Protection Act - which we 100 % have met the criteria. Please help us work with Freedom to allow the use of our current, valid appraisal report. I do not believe we are obligated to use their preferred appraisal company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2018-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called numerous times about an error on my XXXX. The itemized page shows disbursements from my escrow account to pay my property taxes ( as it should ). The summary box on the first page states {$0.00} paid in property taxes, which is problematic. I've been reassured by various personal that my taxes have indeed been paid, but I need to complete my taxes and don't want to do so with out a corrected form. Call 1 : Nice person, said the placed a ticket to get it fixed and I would receive a new one. Two weeks went by with no corrected form. Call 2 : Said they couldn't find any ticket being placed so they placed a new one and it would be emailed to me within an hour of that phone call occurring. Call 3 : The next day, no email so I call again. Their systems were down but the rep told me my mortgage had probably been transferred and I'm probably not even their customer. This was incredibly insulting. 1. Freedom Mortgage happily has accepted every single payment I've made to them so I sincerely hope that I am in fact their customer. 2. I'm not a XXXX, in fact I used to audit escrow forms so I believe that I'm slightly more educated on the mortgage servicing process than their average customer. I was incredulous that without operational systems the rep would assume I'm not even their customer. She never even let me finish explaining the full problem. Call 4 : Trying again with a different rep who did apologize about the last person 's attitude, placed a ticket regarding the XXXX and I did get one emailed to me within a couple of days, within the promised timeline of that phone call. Except, IT WAS THE EXACT SAME FORM AND NOT A CORRECTED. XXXX! Call 5 : Called back and said it's still wrong, they put in an escalation to the manager and suggested I proceed filing my taxes using the disbursement sum from the itemized page and that I should feel assured I would get a corrected one eventually. They placed a follow up to a manager to call me back as well. Manager Voicemail : I was in a meeting so I received a voicemail telling me to call back XXXX. Call 6 : I call back and ask for XXXX but am never transferred. This person puts in ANOTHER TICKET abut the XXXX and says I'll get a corrected one because they don't see any there open tickets. That was yesterday XX/XX/2018. I'm at y wits end, there's clearly a systemic problem with that box on Freedom 's XXXX that's not being addressed. It's likely I'm not the only impacted customer as I highly doubt they are printing these individually. I want a corrected XXXX! It shouldn't take 7 calls from one customer to correct a bank error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2018-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has repeatedly made harassing phone calls claiming we are behind in our mortgage payments. We have made every mortgage payment in full and on time. They claim we never made our XX/XX/XXXX payment and now each time we make a payment it is credited to the previous month. On XX/XX/XXXX I sent them a bank statement proving we did make our XX/XX/XXXX payment. Despite this, as of XX/XX/XXXX we are still being harassed. I find it very unlikely that a mortgage company is this bad at managing payment records. I have also read the customer complaints against Freedom Mortgage on the website for the XXXX XXXX XXXX. As a result I'm becoming convinced that Freedom Mortgage is attempting to trick us into making an extra mortgage payment that we do not owe them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80003
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A