Date Received: 2018-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing today ( XX/XX/XXXX ) to bring to the attention of the CFPB aggressive practices by XXXX XXXX XXXX. Freedom Mortgage is the current holder of my mortgage ( Loan Number : XXXX ) ; the company reported in XX/XX/XXXX to the credit bureaus that I did not make payments on time. The report filed with the credit bureaus claims I had a balance of $ 1,000+ outstanding and 30 days past due. I have attached statements from my bank ( XXXX XXXX XXXX ) which show my most recent 3 payments sent on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX indicating no payment was ever late. The payments I made were in the amount of {$960.00} ( the same amount EVERY month with Freedom Mortgage ). I recently became aware that my payment has changed to {$990.00}. However, I have been living in XXXX dealing with family matters related to the deaths of my father ( XX/XX/XXXX ) and XXXX year old brother ( XX/XX/XXXX ) over the past several months and did not receive the notice of increased payment ( death certificates to be supplied upon request ). I learned about the underpaid amount in early XXXX and called immediately to pay down the small, accrued balance of approximately {$60.00} ( confirmation number : XXXX ). There is currently no outstanding, past due balance on my account and no payment has been missed. My credit score has gone from approximately XXXX to XXXX overnight as a result of this matter. I spoke with Freedom Mortgage 's representative XXXX ( ID : XXXX ) on XX/XX/XXXX and she referred me to the Customer Care department. The Customer Care department supplied a letter on XX/XX/XXXX stating they will not retract the report from the credit bureaus. There was never an attempted phone call to alert me to the changed amount nor a grace period for an obvious extenuating circumstance for an otherwise timely and reliable customer. I would like this issue handled promptly and proper notifications sent to the credit bureaus outlining the situation to reverse the impact on my credit report. It is highly aggressive to treat a customer in this manner after paying payments ON TIME EVERY MONTH. The accrued balance was paid IMMEDIATELY upon discovery. There was NO telephonic communication with me during XX/XX/XXXX to inform me of the increased amount so I continued paying the historic balance. Please do not hesitate to contact me directly at 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: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello!
Please I need support for the below issue : My name is XXXX XXXX I bought a house on XX/XX/XXXX, ( closing date ) now Freedom Mortgage send me bill to let me know, that I need to pay the taxes for the entire year of XX/XX/XXXX {$3700.00}, on XX/XX/XXXX I contacted my closing attorney by e-mail ( XXXX ) XXXX and XXXX XXXX, the builder XXXX XXXX builder ( XXXX ) and the attorney office said that they make a mistake on the closing tax calculation, that they contact the builder and he agree to pay portion of the due. Im 2 month behind in my mortgage for a financial issue and now they going to Increase my mortgage because the mistake that the attorney did, Im affray that I can loose my house. I have this house at the end of XX/XX/XXXX ( not the entire year ). What can I do? I do not want to loose my house, will be too much for me the new monthly payment. XX/XX/XXXX I went to the XXXX county tax commissioner and they told me its nothing they can do, I dont know who can help me with this matter.
Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, Ga. XXXX XXXX Please check the e-mail answer for all of the people involved in this issue : On XX/XX/XXXX XXXX XXXX EST, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2018-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to get a payoff amount from my mortgage company for 2 weeks. My mortgage officer has submitted a request. My Title company has requested this 2 times. Each time the rep at Freedom Mortgage states that they are sending the payoff with per diem. The company has not complied with this request despite numerous contact encountered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98498
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced with Freedom Mortgage in XX/XX/2016 in order to lower my payments. I went from paying {$1500.00} to {$1300.00}. This month my statement said my payments were {$1900.00}, up {$600.00} more per month. The statement further stated my escrow was in the negative {$4500.00}. I called 3X before finally speaking to someone who understood what was going on. The first 2 customer service agents said it was because my insurance and taxes were high and expected me just to pay it. I new that couldn't be right, I had money going into escrow every month. The 3rd person I spoke with found an error where Freedom Mortgage had paid my windstorm insurance twice. This extra payment was {$2100.00}. Half of the negative balance of my escrow. The are currently investigating where this money is since the insurance hasn't refunded the escrow. He then admitted that me that the under writer surely did the math wrong at the signing of the loan. 1. Freedom Mortgage did the math wrong leaving me short with my escrow 2. They paid my insurance twice, {$2100.00}. Leaving me with an even more negative balance on my escrow. 3. Didn't even call me concerning the drastic change in my payments, instead, they just sent me the hefty bill and expected me to pay it. 4. The first 2 reps did not even help look for any errors. They just expected me to pay. Freedom Mortgage doesn't seem to know what they are doing. They make multiple mistakes and just expect the customer to foot the hefty bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage bought my loan in the middle of a home insurance claim from XXXX XXXX. I was not notified of the change as required by law and was never contacted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92507
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2017 I called to have auto draft payment moved from XX/XX/XXXX to XX/XX/XXXX ( I am paid semi-monthly ). I was assured, on a recorded call, that it would not draft on Monday XX/XX/XXXX and that I would have to call in the payment myself if I wanted it to be drafted. The payment hit my account on XX/XX/XXXX ( Sunday ), which means they posted it on that Friday before ( XX/XX/XXXX ). I contacted the company and they told me that I didnt call in enough time to have it canceled. I talked to several different employees and finally someone was able to get me reimbursed for my NSF fee and my payment. I canceled their auto draft for good, with good reason behind it. I do not trust this company to post LEGAL, ON TIME, payments from my checking account. I am now being charged {$34.00} every month because check from XXXX XXXX does not get to them until after the XXXX of the month. I called on Thursday ( XX/XX/XXXX ) and spoke to several employees that told me that NO ONE in this company is able to help me with this and that I will continue to be charged this insane amount unless the payment is in on XX/XX/XXXX. The last representative that I spoke to claimed she was going to have her manager call me on Monday ( XX/XX/XXXX ) to try to get this situation taken care of as it has been going on since XX/XX/XXXX .... It is now Tuesday, after XXXX in all time zones, and I still have not received a phone call from this company. The only reason I came off their auto draft in the first place was because they obviously do not know how to post payments correctly and I do not trust them. My payments have been sent in on the last day of the month and the XXXX every single month, but I am still being charged this {$34.00} every month. No one can help me get these fees off of my account and I do not feel that I should have to pay this due to this companys carelessness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2018-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We live in XXXX, TX near XXXX and was our house was flooded during hurricane Harvey. Our mortgage was through XXXX XXXX XXXX. They granted us a 3 month forbearance which would of been up in XX/XX/XXXX '. During our forbearance in the beginning of XX/XX/XXXX ' they sold our loan to Freedom Mortgage. I contacted Freedom to discuss the forbearance which they were aware of. We sold our house and paid the loan off in full on XX/XX/XXXX. In XX/XX/XXXX' we received a letter from our credit protection agency stating Freedom Mortgage filed a 60 day late payment to both my and my wifes credit. We contacted Freedom and the person we spoke with told us that the report shouldn't of been made and they would take it off. 30 days later we received a letter from Freedom stating that the filing was correct. We contacted Freedom Mortgage again and they again stated that the filing was incorrect. We are trying to get financed for a pool and this negative reporting has wrongly lowered our credit score over 50 points. They keep telling us that they will correct but have taken too long to do so.
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: 2018-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a foreclosure sale date scheduled for XX/XX/2018. I had submitted my offer to the bank for a short sale. When i phoned my lender they stated that i can submit the offer if i want to, but they doubt if they will be able to review it in time to postpone the foreclosure sale. I just need for the bank to give me a chance and review my offer. I am trying my best and doing what i can to make it through this tough and trying ordeal. A fair resolution to me, would be for the bank to consider my offer and accept it so that i can move forward with my life. I am stressed out and worried over being put out of my home, but i know that this is my situation and i am trying to bring it to a reasonable resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2018-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently called XXXX XXXX ( on XX/XX/2018 ) with a problem regarding my payments. I prefer to manually pay my monthly mortgage payment, which equates to {$2700.00}. Twice now I have had the issue where I manually pay before the due date, but then a second installment is taken out of my account through their recurring payment program. I did initially sign up for this program, but then thought I had cancelled it. The first time redundant payments were taken out for one month and my checking account went below {$0.00}, I thought the representative from Freedom on the phone had unrolled me from the recurring program after I called in to rectify the situation, so I assumed I could make the payments myself. Yet, it happened again. I called Freedom again and spoke to a particularly unhelpful representative named XXXX ( # XXXX ). She was rather impolite from the start of the call and asked me why I would make a payment when I enrolled in the recurring payment program, even after explaining the situation to her. After I told her I did not want to be charged an insufficient funds fee from XXXX, she proceeded to tell me it was my fault anyway. Frankly, I was taken aback by her unwillingness to help and unfriendly tone. Additionally, XXXX said she would email me a confirmation of her ending my recurring payment enrollment after I asked, but I have yet to receive the email. Also, she did not actually unroll me as I had to go on the website and unroll myself, meaning, XXXX had lied to me. I asked XXXX to speak to her manager, but she did not comply with my request and I was not able to speak to a manager. After my call with XXXX, I called XXXX to put a stop payment on the second mortgage charge. Luckily, XXXX was gracious enough to waive the {$30.00} stop payment fee, which they did the last time this happened. We have been particularly unhappy with this mortgage company, which was handed to us ( i.e., we did not have a choice in the matter ). We originally had XXXX XXXX which was great, then were automatically transferred without our consent. Overall, our experience with Freedom has been disappointing and frustrating. I tried filing this same complaint on Freedoms website, however, received a message stating, Were sorry, an unexpected error occurred. Please try again later. I attempted to submit the complaint twice, and had the same issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80221
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is about XXXX XXXX XXXX and its failure to send me my monthly mortgage statement for the payment due XX/XX/XXXX. As of today, I have not received the usual mailed paper statement. When I called the company 's service rep, who identified herself as " XXXX, '' with an ID number of XXXX, asking about the whereabouts of the statement ( which includes the payment coupon ) she advised me this statement was mailed on XX/XX/XXXX. This is a violation of the Dodd-Frank Wall Street Reform and Consumer Protection Act 's " periodic statement rule '' that requires Freedom Mortgage to send the statement within four days after the end of the courtesy period of the previous billing cycle. A courtesy period is the time period between the date the payment is due and the date the late charge kicks in. Since I am anxious to pay my monthly obligation in a timely way, I asked " XXXX '' to have Freedom Mortgage immediately send me via e-mail a PDF of the statement with its attached payment coupon. She said she would send a message with my request to another part of the company which she didn't identify. Now, at XXXX XXXX. ET, I fear the e-mail is not going to arrive in a timely manner. She also offered to send me a duplicate via the U.S. Postal Service, but noted it would not arrive before XX/XX/XXXX, some 10 days after the " grace period '' ends for this month. If I delayed that long, I would owe a {$55.00} " late fee, '' based on Freedom Mortgage 's XX/XX/XXXX monthly statement. The other alternative " XXXX '' offered was for me to establish an online account with Freedom Mortgage, which I did. Once I was able to access my account, I discovered that the " Internet Reprint '' of my XX/XX/XXXX statement on line would not allow me to print out a copy of the payment coupon. So I can not send a check with the missing paper payment coupon, nor can I print out one on line. Catch 22! ( Attached to the online image of my XX/XX/XXXX statement was a copy of my XX/XX/XXXXIRS form XXXX, and an annual statement of taxes and interest I paid. It appears that the company decided to do this on the cheap, delaying my monthly statement until the XXXX and tax and interest documents were ready. None of these documents has arrived, either with or separately from the missing XX/XX/XXXX statement. ) This is the second time that Freedom Mortgage has failed to mail me a monthly statement in a legally timely manner. The first occurred when my mortgage was sold by XXXX, the previous mortgage servicer, to Freedom Mortgage on XX/XX/XXXX. On that occasion, I sent in a payment ( based on the amount from the XXXX 's previous monthly statement ) by certified mail with a return receipt requested. I did so to protect myself from any late fees that Freedom Mortgage might try to charge me. The postage alone was more that 10 times the price of a regular first-class stamp. See the attached screen shot of the list of monthly statements that Freedom Mortgage has sent me since it took over servicing my mortgage. Note that the top one, mailed on XX/XX/XXXX, links to the " Internet Reprint '' of the missing XX/XX/XXXXstatement and payment coupon. The bottom one, dated XX/XX/XXXX, links to the first statement mailed after Freedom Mortgage took over my account. It is likewise in violation of the " period statement rule. '' It now looks like to I have a send a check via certified mail today to again protect myself from possible late charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A