Date Received: 2018-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXXI received a call from XXXX teller number XXXX my single point of contact from XXXX Mortgage. I told her that I was concerned about the Default letter that was dated XX/XX/XXXXdemanding all past due payments by XX/XX/. I have already made a payment on XX/XX/ XXXX. I turned in a loss mitigation packet and I explained to her that I will not be able to pay all past due payments by the XX/XX/XXXX. I told her that I will receive a profit sharing check on XX/XX/XXXXwhere I could catch up on all payments past due totaling XXXX. She responded that they sent a another Default letter onXX/XX/XXXX giving me until XX/XX/. I have not received that letter as of todays dateXX/XX/XXXXXX/XX/XXXXShe also said my loss mitigation packet is complete and under review as of XX/XX/XXXX My concern is I DON'T have any documentation stating what I'm being told. I afraid this company is going to foreclose on my property. I have talked to several reps and I am getting told different things. Please can I get some straight answers because it seems that my last resort is going to be filing bankruptcy. This is not what I want to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2018-02-01
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: Freedom Mortgage purchased our mortgage from XXXX in XX/XX/2017. Per their paperwork all recurring payments to the previous holder of the mortgage would discontinue. Instead, XXXX has continued to withdraw funds via ACH from our bank, two of those payments were forwarded onto Freedom Mortgage and the rest of the funds are being held by XXXX. I have contacted Freedom by phone, e-mail, and now letter. They have never responded, and my mortgage continues to fall behind due to failure between XXXX and Freedom mortgage. My money is gone from my account, XXXX is the receiver of the funds, they say the do not have, and Freedom says they do not have the funds. I am working with the bank to stop the ACH withdrawal and to retrieve the funds if possible. In the mean time my mortgage is behind and our credit adversely affected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: since XX/XX/XXXX I was working with freedom mortgage to refinance a home that I live in. I was given this company through XXXX XXXX to help me repair my credit and get some cash out for a rainy day istarted working with a XXXX XXXX XXXX aka XXXX XXXX XXXX # XXXX who at first was very helpful. then she turned me over to aloan officer XXXX XXXX who mis reported and read things that are not true as reported and recorded by athree way call with XXXX and alady name XXXX who was in XXXX XXXX and could barely speak English it is now XX/XX/XXXXand no loan and wasted my time after giving them all the paper work I requsted I am XXXX man with a XXXX XXXX XXXX and XXXX and suffer from XXXX and XXXX. i believe they contact my bank to discuss tis matter with out my consent and hurt my chances of getting the loan this was a waste of a month when i provide everthing they ask for and then some donot truste freedom mortgage say one thing do another
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2018-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having a serious issue with Freedom Mortgage. I paid my mortgage payment for XX/XX/2018 online and was informed after the fact that the bank would send them a paper check. As of today they still say they have not received it and my bank says they sent it and it is not their fault that it got lost somewhere because it hasn't been cashed.I contacted the CEO of Freedom Mortgage who is in another state and he sent me an email saying I needed to resolve it with my state. I kept getting stonewalled by Freedom Mortgage and was fed up dealing with rude CSRs who informed me the manager was dealing with other things and could not talk to me so out of frustration I emailed XXXX XXXX who was the one that strongly recommended that I use them for my mortgage. I explained to him that I won't be able to resend the payment until XX/XX/XXXX when I get my retirement check at which point I will pay XXXX and XXXX. because I used online bill pay for my car payment and they credited to someone else 's account so I had to make a double payment while they investigated it. Anyway my bank says I have to pay the {$30.00} stop payment fee which I disagree with since there is proof I submitted the payment on time. Now Freedom Mortgage is charging me a late fee plus it will go on my credit report as my payment being late. This is TOTALLY UNFAIR to me because I sent proof that I did submit my payment on time but it was my bank or someone at Freedom Mortgage who messed up yet I am the one getting shafted. I also wrote the CEO for XXXX XXXX XXXX and still have not heard back. At this point my advice is for people to stay away from Freedom Mortgage because this is a prime example of how customers will be treated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22980
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a request in writing to Freedom mortgage on XX/XX/2017 to have the PMI taken off of the account. That day I spoke with a representative who said everything on my account met the requirements to have PMI removed. We have paid the mortgage balance to 78 % of the homes value, we have never had a late payment, and we have had the mortgage for almost 3 years. I called back a week later and was told to submit the request again, which I did through a written email. The company acknowledged on XX/XX/XXXX that they received my request and were working on it. I called in a few times and was told by 3 different representatives that my account met all of the requirements and they were not sure what the hold up was. I was also advised by all three representatives I would receive a call when the decision was made. I called again on XX/XX/XXXX and was advised that the PMI was declined because I had not had the mortgage long enough, we needed to have it for at least 5 years. I was also told that we needed to pay the mortgage to 75 % of the homes value. I cited the 78 % as stated in the Home Owners Protection Act and was advised that the 75 % requirement was Freedom Mortgage 's requirement. I called back later that day and asked for a supervisor who was really not able to explain why it was declined. I then asked for his supervisor and was told no one above him was in and that I would get a call back in 24 hours at most. That call never came. I called in again on XX/XX/XXXX and spoke with another supervisor. This supervisor told me he did not see a request was ever put in for PMI removal and I needed to start the process again. I asked for his supervisor and again was told there was no one above him there at the time. I was again promised a call back within 24 hours. It had been 5 working days since my first request for a supervisor call back and I still have not heard back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19040
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-27
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This complaint is in follow up to a previously filed complaint with the CFBP. The previous complaint number was XXXX and it will be attached to this complaint as a reference. In that complaint, Freedom Mortgage agreed to remove the 30 day late payment from my credit report. In their response, they indicated the following : " The payment received on XX/XX/XXXX was posted to unapplied funds in error and then applied as a payment on XX/XX/XXXX which caused the adverse credit reporting. We have corrected the credit reporting to show as current in the month of XX/XX/XXXXsince we received the payment in XXXX. '' After I received this response, I disputed the information on my credit report as well as my wife 's, citing the late payment was an error and that Freedom Mortgage agreed to remove the late payment. Shortly thereafter, Freedom Mortgage verified the 30 day late payment was accurate and indicated they would not remove the item from my credit report. This occurred after the initial complaint # XXXX was closed. I spoke with a representative of Freedom Mortgage on the phone and their response was " the information is reporting accurately '', and that if I had any issues, nobody at Freedom Mortgage can help me. He indicated to me I would need to hire an attorney to fix the problem. This answer is unacceptable. My concern is that Freedom Mortgage is telling the CFPB one thing and they are doing another. They are not following through with what they are telling the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Service Transferred and Mortgage Payment not being applied. Calling daily harassing about missed payment which was made to previous servicer. Copy of bank bill pay to confirm payment has been provided but Servicer refuses to accept as proof of payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75230
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom mortgage has reported an inaccurate 30 days delinquency on mine and my husbands credit reports. I did attempt to make my payment on the XXXX and XXXX day of month ( XX/XX/XXXX ) but because the system was putting in the wrong amount of my payment I was unable to make my payment. I attempted to contacted Freedom mortgage several times and was on hold for over 30 minutes each time. I was finally able to get someone and made my payment. I questioned the errors on the online system and the inability to get in touch with someone. I was told that they were short handed to due the holiday and system errors like I was experiencing were causing an increase in call volume. I thought surely they were aware it was there issue with the system and I would have no issues with my reporting. I later called back and was told not to worry that there would be nothing reported. I am very familiar with the requirements under the Fair Credit Reporting act and I have no issues seeking legal advice if this delinquency is not removed from my credit report. Let me be very clear, I am not asking for a goodwill removal I am demanding that you update my report bc of you system issues surrounding the timeframe in which I was attempting to make my payment. I hope this ends here and quickly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2018-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is reporting a payment as late on my credit report. In this circumstance, they do not allow 24/7 payments to be made. Therefore this payment was not 30 days late by choice, but by the fact that their system, because there was a holiday following the last day of the month, did not allow any online or phone payments to be made. This was actually due to a payment shortage of {$30.00} that prevented any part of this payment from being applied to my account, and outstanding payment. In observance of the fact that you did not have any available payments methods available to correct this shortage 24/7, we made multiple attempts to do this online but your system would fail to process it, and there were no phone representatives available, and your automated system would not take the payment either, even when trying to pay a full months payment extra to resolve a {$37.00} shortage. This payment shortage was due to you changing the mortgage payment amount twice within a 60 day period. Our escrow portion of our payment increased by {$5.00} one month, and then by {$37.00} the following month. On the next business day that your system was available to process this payment it was made in full, and the following months payment was made on the same day as well. No phone calls were made to point out the shortage in the payment that was made. The payments were on an autopay, but the increase in escrow was not notified in advance of the payment increase, and this was the first payment after the increase in payment. Also, the previous payment amount which was {$37.00} short, made on time, was not credited in the amount paid when received which was a violation. It was held in an unaccounted for account, but not applied to principal or interest or escrow etc. Also since your business had no ability to accept a payment on day 30 or 31, then the following business day that you would accept payments was when our shortage was corrected. This does not constitue a 30 day late, if there is no way to make a payment the day before the payment is late due to your business being closed for a holiday. See attached image where your system was unable to take a payment due to a holiday. Also, the following months payment could not be due on XX/XX/XXXX when that was a holiday, and your offices for also processing and receiving payments are closed with no method to post or initiate a payment. Also, our escrow account was negative due to a shortage from over 12 months prior, that they failed to average out, or to ask to be paid to put our account on pace to maintain our payment. See the statement where payment was sent in, but not applied at all to account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28037
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i had a idenity theft happen to me and somebody i knobelieve it is paid off my mortage without my concent and then about a week later they called in and pretend to be me and had the payment be reversed which now just put me behind on payments, now not only are they fight me about a payment that ws made by me and will not put it towards my balance but they are giving me a very very very rough time on working with me on something that happened and that was not in my control or my fault so they will not work with me to fix this so need help and i want whiever is responsable for also giving out my personal informatiom to pay for what they did and punished to the full extent including charges and being fired thank you for your time and concideration also if you have a fax number i can send over the rest of everything i have
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27591
Submitted Via: Web
Date Sent: 2018-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A