Date Received: 2018-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage acquired our mortgage from our original lender, we did not choose them, in XX/XX/XXXX. We made an initial escrow payment of {$3200.00} to cover XX/XX/XXXX property taxes of {$340.00}. I am a XXXX XXXX XXXX veteran, exempt from personal property taxes. I submitted documentation of exemption from XX/XX/XXXX taxes from the South Carolina Department of Revenue to Freedom Mortgage, and received a letter that it was received on XX/XX/XXXX. The letter said to allow 30 days for a response. We waited, but heard nothing, so we contacted Freedom Mortgage and were told it was in escrow review and we would be receiving a refund and a decrease in our monthly payment. After multiple phone calls, we receive inconsistent explanations from Freedom Mortgage customer care center regarding the status of our escrow review, and are repeatedly told to allow more time. XX/XX/XXXX, I spoke to XXXX ( ID # XXXX ) at Freedom Mortgage and was told all documents were received and our tax exemption had been verified in XX/XX/XXXX, and he resubmitted a ticket for escrow review which would be completed by XX/XX/XXXX. On XX/XX/XXXX, my husband called and was told we would be receiving our refund check from escrow by XX/XX/XXXX. I called XX/XX/XXXX to find out how much the refund was, I spoke to supervisor XXXX ( ID # XXXX ) and was told there is no refund, and our escrow analysis would not be done until XX/XX/XXXX. Also, that until they receive a refund on XX/XX/XXXX taxes, they will not adjust our monthly payment or issue a refund. However, they will not ever receive a refund for XX/XX/XXXX taxes because our exemption is for XX/XX/XXXX, as the documentation shows. I then spoke to XXXX 's supervisor XXXX ( ID # XXXX ) who offered no explanation why we had been repeatedly lied to by her employees, and said our escrow will not be reviewed until XX/XX/XXXX. She also tried to minimize my complaint, stating " You 're not actually out any money '', which is n't accurate since we currently are paying {$390.00} per month towards a tax we are exempt from, and are owed a refund total of {$3600.00} for overpayment of escrow in XX/XX/XXXX. I called XX/XX/XXXX, spoke to supervisor XXXX ( ID # XXXX ) who urged me to submit an email to the customer care team to request an escrow review. I explained we requested an escrow review in XX/XX/XXXX, four months ago, and have been told since then that it is under review and our refund will arrive by XX/XX/XXXX. She confirmed our documentation of exemption had been received and verified by the XXXX XXXX tax assesor 's office, but the review will not be until XX/XX/XXXX. This company has treated us unfairly, unprofessionally, and deceitfully. We would like them to follow-thru with our escrow review, as originally promised, and would like our escrow refund and monthly mortgage payment adjusted to reflect our tax exemption, and we would like it done in a timely manner as it has already been 4 months. We have been through this process before with XXXX XXXX, and it was completed within two weeks, from the time we submitted our documentation to the time we received our refund check. There is no excuse for the lack of action by Freedom Mortgage. They are unjustly keeping our money, and continuing to charge us for money we are not responsible for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29045
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Date XX/XX/XXXXRE: Providing debtor with false information and theft of debtors money.Freedom Mortgage CorporationXXXX XXXX XXXXXXXX, IN XXXXAccount Number Dear Sir or Ma'am:On XX/XX/XXXX, I sent you a letter disputing the debt and requested that you validate the amount owed in accord with the Fair Debt Collections Practices Act and the Rosenthal Fair Debt Collections Act.Your response letter dated XX/XX/XXXX (attached) failed to validate the debt. You claim I owe XXXX, yet your own records fail to prove that. Reporting a false amount is a violation of 15 USC 1692e(807)(2)(A), The false representation of, the character, amount or legal status of any debt.For a detailed report go to XXXXOn XX/XX/XXXX, you received another money order from me in the amount of $XXXX, yet you listed it in my account as $XXXX dollars. Another clear and unmistakable violation of 15 USC 1692e et seq. You are stealing my money.For a detailed report go to XXXXI herein continue my dispute of the reported amount I allegedly owe and request you properly validate the debt by furnishing me with all relevant and required documentation. Based on your owe records I owe $XXXX less any minor fees, which will be mailed out to you by priority mail. All monies received from me by Freedom Mortgage has been in the form of certified funds;Specifically; United States Postal Money OrdersBased on your own records (attached), you are attempting to collect additional monies that are not authorized by the agreement that created the debt.Specifically; $XXXXPer your own records;1. XX/XX/XXXX, was paid in full on XX/XX/XXXX.2. On XX/XX/XXXX, you show a disbursement of $XXXX and XXXX respectively, That was the $XXXX you received from the creditor, XXXX XXXX wherein I had mistakenly sent it to them. The $XXXX listed on the account was also forwarded by XXXX XXXX to you. I have emails from XXXX XXXX confirming this.On XX/XX/XXXX you received a payment from me in the amount of $XXXX and another payment from me in the amount of $XXXX on XX/XX/XXXX, despite your attempt to show it as only $XXXX dollars.$XXXX+$XXXX+$XXXX+$XXXX = $XXXXAs my XX/XX/XXXX payment was for $XXXX the XX/XX/XXXX payment was paid leaving a balance of $XXXX to be applied toward XX/XX/XXXX payment.That leaves $XXXX owed for XX/XX/XXXX. Which means, to clear out XX/XX/XXXX and XX/XX/XXXX payments, I need to send you $XXXX less any minor fees.The above referenced amount due (XXXX) less any minor fees was mail to you via priority mail on Friday XX/XX/XXXX. You should get it by Monday XX/XX/XXXX, so no penalty can be attached to XXXX payment.
Company Response:
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2018-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow analysis in the mail from my mortgage company, Freedom Mortgage, dated XX/XX/XXXX. It informed me that there is an escrow shortage of {$18000.00} on the account. This is the only notification I received. This shortage is fromXX/XX/XXXX and XXXX. I bought my house in XX/XX/XXXX I was told by a representative from Freedom mortgage that the shortage is from property taxes that were underestimated but that they have already paid them and need me to reimburse them. My regular mortgage payments were {$1900.00} monthly and starting XX/XX/XXXXI will have to pay {$4100.00}. I ca n't afford to pay that amount and I feel that it is unfair to make me pay the {$18000.00} when I was not notified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a request to my mortgage company, Freedom Mortgage, XXXX, TX. That request was submitted on XX/XX/XXXX and I asked that they pay my property taxes from escrow prior to XX/XX/XXXX. They never responded to that request which was sent via email and they confirmed receipt of that request. When I called Freedom to follow up, they explained that they could not pay my taxes prior to XX/XX/XXXX due to CFPB regulations ( that was statement was made within a recorded phone call with me ). I stated that this seemed very odd given that the property taxes were due prior to XX/XX/XXXX but 30 days of grace are provided for payment. I would like to know if CFPB does in fact have a policy that would disallow Freedom from fulfilling my request. If a CFPD policy to this effect does not exist, I would like to file a complaint against Freedom for deceptive and misleading practices. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern at Consumer Protection Financial Bureau : XX/XX/XXXX # XXXX I am writing in response to Freedom Mortgages ( FM ) statement from XXXX XXXX XXXX. I will use CSR for Customer Service Representative in my response. I apologize to you for not getting back sooner, but I became ill and then went out of town over XXXX and I am just getting back on the computer and saw these emails from you all. Lets start with the address he said I have on file. Perhaps a clerical error however I receive mail from FM at : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, FL XXXX. He states twice that my address is : XXXX XXXX XXXX XXXX How could this be? But this is what I am dealing with. He states my phone number on record is XXXX. I spoke with XXXX # XXXX on XX/XX/XXXX, XXXX # XXXX on XX/XX/XXXX at XXXX, XXXX # XXXX ( late in XX/XX/XXXX ) and XXXX XXXX XXXX on XX/XX/XXXX and to each of these woman I gave my current phone number which you now have too. There were more CSRs I gave the new phone number to however I dont have them listed as it just became a sad joke to me and XXXX XXXX that they would NOT correct it. If you are willing to do a 3way call with me I would be happy to call their Customer Service Dept. again at XXXX, with you as a witness so you too can see what Im up against. FM states these calls are recorded so there is a trackable record that I have tried to correct this on numerous occasions. Several of these conversations took place at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX on speaker phone with XXXX XXXX XXXX as a witness and he can verify that I gave them my new phone number several times. XXXX XXXX may be reached at XXXX, or XXXX. I started making my calls to FM having a witness with me because they just blatantly lie. And I have the mentality that everyone is going to believe the huge corporation over me! Next, I never gave them the work phone number of XXXX to FM, as that is my exhusbands work phone number and he is unable to take personal phone calls. I have only used that number a handful of times in the XXXX years we were married, for emergencies. FM took the liberty of putting that phone number on record themselves. And he is now retired so that number is not a good number anymore either. Now, as to the comment, Please note that no court has the right to remove a divorced party from an obligation without joining the owner of the debt as a party to a lawsuit such as the divorce lawsuit. I dont understand what he means. XXXX and I are both the owners of the debt and we were both a party to the divorce lawsuit in which the Judge, XXXX and I agreed he would own the home in MI and I would own the condo in FL. I now have the Quit Claim Deed solely in my name for my condo. So, his language sounds like XXXX should be removed from the FM loan and the loan be put in my name solely because we were both joined in a lawsuit as owners of a debt that XXXX was removed from and I shouldnt have to refinance the loan. If for no other reason than common curtesy and for Customer Service, FM should put XXXX XXXX OR XXXX XXXX on all transactions they have with me. As to his comment FM sent me a check for {$660.00} and I havent cashed it yet. Lets start with, the check FM sent to me and dated XX/XX/XXXX was in the amount of {$670.00} not {$660.00}, perhaps another clerical error or just another reason not to trust their math, and it was made out solely to XXXX XXXX and my name was not on the Pay to the Order of line at all ; no and or or was listed anywhere with my name on the Pay to the Order of : line. This is a typical stall tactic of FMs to keep money clients money. And, XXXX XXXX from XXXX XXXX was privy to that conversation with FM on XX/XX/XXXX at XXXX with a FM manager by the name of XXXX , on the XXXX XXXX phoneline. The FM customer service rep/manager stated for me to void the check and not cash it and they would reissue the check within 30 days from the date on the check, which is XX/XX/XXXX. I would have thought 30 days from XX/XX/XXXX when I placed the call but okay getting it reissued before XX/XX/XXXX works for me. I do not remember if the words stop payment were the exact words used, but if you listen to their recorded phone call the FM CSR/manager clearly understood the intent of the call and stated that they, in fact, would reissue the check with my name on the Pay to the Order of line on the check. Whether it would have and or or on the check the CSR didnt know and said there was no one I could talk to at FM to get this clarified/verified. I have NOT received the reissue yet and it is now XX/XX/XXXX. Again, and if for no other reason than common curtesy and for customer service, FM should put XXXX XXXX OR XXXX XXXX on all transactions they have with me. Now to the financial part, I am glad he was honest and said he received {$560.00} in escrow when FM bought my loan, as I havent called XXXX XXXX at XXXX XXXX XXXX or XXXX to verify this yet. So thank you XXXX XXXX, for that as it is more than what I have on record so far. FM received {$560.00} in escrow from XXXX XXXX when they bought the contract. Which included XX/XX/XXXX escrow. So, starting XX/XX/XXXX they received Month Paid Month/Year Total Amount Principal Interest Escrow Late Charge Comments XX/XX/XXXX {$560.00} Transfer from XXXX to FM XX/XX/XXXX {$420.00} {$87.00} {$220.00} {$110.00} No problem ( NP ) XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} Overcharge ( OC ) of {$.00} XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$88.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$89.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$90.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$91.00} {$220.00} {$110.00} NP XX/XX/XXXX {$420.00} {$92.00} {$220.00} {$110.00} NP XX/XX/XXXX XX/XX/XXXX {$420.00} {$420.00} {$92.00} {$0.00} {$220.00} {$0.00} {$110.00} {$0.00} NP at first but then OC this is where the BIG PROBLEM BEGINS-the 2nd check they received in XX/XX/XXXX Should have been applied as my XX/XX/XXXX and they just kept it without giving me any credit, this is another {$420.00} I want reimbursed or put into the accounting correctly as my XX/XX/XXXX payment and all my accounting adjusted correctly from here. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$420.00} {$230.00} {$2200.00} {$220.00} {$0.00} {$0.00} {$220.00} {$0.00} {$0.00} {$390.00} {$0.00} {$2200.00} {$15.00} OC, This late fee of {$15.00} should be reimbursed as well because they had already received my XX/XX/XXXX payment at the end of XX/XX/XXXX. They intimidated me into making this payment. They had the adacity to raise my mtg pymt at this point having taken in {$3800.00} these 2 months. Why did they take so much out in Principle? And they raised my mtg pymt at this point and made me pay an additional {$230.00} to catch up??? I have a 30 year FIXED RATE of {$310.00} a month. As well, they gave me no credit for it in principle or interest, where did this money go? Did it reduce my overall debit if I were to make a pymt in full on my account? XX/XX/XXXX {$490.00} {$310.00} {$210.00} {$180.00} {$15.00} OC ; again I have a 30 year FIXED RATE CONTRACT I SIGNED ; INTEREST AND PRINCIPLE SHOULD NEVER EXCEED {$310.00}. They should reimburse this late charge too as they never credited my XX/XX/XXXX payment that I paid them at the end of XX/XX/XXXX. XX/XX/XXXX {$510.00} {$110.00} {$210.00} {$180.00} OC, FM charged me {$320.00} in interest and principle. It should NEVER exceed {$310.00}. XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC, they never should have raised my mtg pymt. XX/XX/XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$95.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$96.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX {$490.00} {$97.00} {$210.00} {$180.00} OC XX/XX/XXXX So I have paid in {$6900.00} but the overcharges on principle and interest as well as the misapplied XX/XX/XXXX payment and the late charges should be reimbursed also because I have NEVER been late with a payment. {$510.00} {$98.00} {$210.00} {$200.00} OC XX/XX/XXXX {$310.00} $???? $???? {$0.00} NP, EXCEPT THEY STILL HAVE NOT REFUNDED ME ALL MY ESCROW and interest and principle now that I see where the problem started. THEY OVERCHARGED ME! FM still has not given me the amount owed for XX/XX/XXXX. I sent them the 30yr FIXED MTG RATE that I contracted on. PAID OUT Month/Year Applied to : Amount XX/XX/XXXX Property Taxes {$1700.00} I did not know FM paid this XX/XX/XXXX Home Owners Ins {$660.00} XXXX Property Taxes {$1400.00} XX/XX/XXXX Home Owners Ins {$660.00} XXXX Property Taxes {$710.00} For a GRAND TOTAL OF {$5200.00} So looking at their books, I have paid into escrow alone {$6900.00} and they have paid out {$5200.00}, leaving in escrow alone {$1700.00}. They raised my mortgage payment and it should never have been raised. They misapplied my XX/XX/XXXX payment in the month of XX/XX/XXXX and its just hanging there in XX/XX/XXXX, where they applied 2 payments to XX/XX/XXXX and one was for XX/XX/XXXX and the other was for XX/XX/XXXX. So do they go back and do their books correctly or reimburse me the {$420.00}. Thats where all the problems start in their creative accounting and they took all of it in principal and interest. Nothing went to escrow. That all needs to be reimbursed along with the principle and interest. The 2 months that they charged me late payments, those late payments totaling {$31.00}, should be reimbursed because I have never been late. I dont even know how to do the math where they started the misapplication of payments back in XX/XX/XXXX. How do I recoup that with the interest and principal? When they raised my mortgage payment, FM did not give me enough notice in advance to get the payment in timely. Worse, they still havent told me what my payment is for XX/XX/XXXX and its the XXXX of the month now. I went ahead and sent them {$310.00} as that is what the contract states. XX/XX/XXXX was just crazy, FM put {$440.00} into my principal and interest and that is a FIXED 30 yr rate. I should be reimbursed {$130.00} for that overcharge for that month. Where did the {$230.00} go from XX/XX/XXXX ; it just says unapplied. Look at XX/XX/XXXX they took {$530.00} out in principal and interest ; that needs to be reimbursed in the amount of {$220.00}. In the month of XX/XX/XXXX they took {$320.00} in interest and principal ; they need to reimburse me {$16.00} for that month. So I am looking at their books they need to reimburse me at minimum {$2800.00} plus the interest on the money. The amount I came up with on my complaint was from a conversation I had with one of their CSRs that the money they had been putting in escrow was higher than what they showed you an accounting of on this paperwork they sent in. ARE MORTGAGE COMPANIES REQUIRED BY LAW TO RETURN OVER PAID MONIES EACH YEAR????? I still have not received the check for this from last year or this year. Attached or enclosed, you will find the printout FM sent the BBB in NJ of all payments made and how they said they applied them, or not applied them ; a copy of the NOTE for a 30 year FIXED RATE mortgage at 4.25 % making my payment to them {$310.00} monthly ; the XX/XX/XXXX billing letter showing how the money was being applied ; the letter saying they would let me know how much I owe them for XX/XX/XXXX ; a letter from XX/XX/XXXX stating my escrow has ended ( which is why I am paying them {$310.00} starting XX/XX/XXXX ) ; but I still have not received and a letter showing what they want me to pay ; and the voided check that was never cashed for {$670.00}. Please help, Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2018-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage was schedule to pay via bill pay from bank, received package from mortgagor asking to submit ACH, went online and submitted all ACH information, payment was supposed to start after XX/XX/XXXX payment, but XX/XX/XXXX payment was drafted despite bill pay was delivered & posted, contacted lender that this has happened ( lender do not have curtsy to notify their error ), they want to send complete bank statement and wait for 8 business days, they said there will be no payment will be due & drafted for the month of XX/XX/XXXX, loan statement received also states the same thing BUT surprisingly XX/XX/XXXX payment also drafted! so they have been recovering payment in advance for almost 60 days! Called the lender again XX/XX/XXXX employees were so arrogant and blunt and would not process the request and would not answer any question and keep arguing, asked for Supervisor - same response, asked for supervisor`s supervisor and explained the problem that lender has created, as they are charging me interest they should pay me interest for their error & refund me extra payment immediately that is the resolution I request. Improve their process to avoid duplicate payment and train their staff to response & handle such situation more professional manner. Employee # XXXX- not helpful, Employee # XXXX not helpful. Employee # XXXX helpful obtain info and assured work on request but no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am attempting to request XXXX XXXX for the year XXXX and XXXX. Freedom Mortgage outsourced my loan, unbeknownst to me, and claims they do n't have access to my records. I have called their company multiple times on XXXX & XXXX only to get different answers from them each time I call. They have given me the number tot he company which they claim has my information, a company I never signed paperwork with, yet every time I call that company and enter my personal information I get transferred right back to Freedom Mortgage as they 're my mortgage company! I tried calling the other company without entering my information and I am unable to get through to a persona and at one point stayed on hold for over one hour ( I can provide phone records ). I spoke with an escalations person at Freedom, XXXX, and she told me Freedom can not get my XXXX XXXX for me that I have to deal with this outsourcer even though I never agreed to allow my account to be transferred. The only time Freedom wants to speak with me is when they 're trying to get me to refinance my house, so they only able to help with sales calls, not service calls. Additionally, in XXXX they failed to perform a mortgage/escrow analysis for over one year as a direct result of them oursourcing my account to a third party. They claim it was n't their fault because they were n't handling the loan, but I opened the loan with them! It appears Freedom opens accounts with customers then sends their business to subpar vendors and washes their hands of any responsibilities to their customers. Yet they will make frequent sales calls to you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21009
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage doesn't apply payments appropriately. This has been a recurring problem and I have reported to the CFPB before. We stay approximately 3 monthly ahead on our payments and we make each of the payments through the Lender's website. The lender's website will only allow full payments plus additional principal and additional escrow. They will not allow partial payment. We made the payment plus additional principal on XX/XX/XXXX which was due for XX/XX/XXXX . They did not apply our payment. The account summary shows it went all to principal, but the statement shows it is held in suspense. I called Freedom Mortgage on XX/XX/XXXX and was told by XXXX that it would be corrected. It has not and now the lender is blaming me. I was told I didn't make the full payment - I didn't pay enough. I paid through their website as always, which doesn't allow less than a minimum payment and I paid additional principal. Additionally the lender is trying to charge me a future interest rate. My interest rate is changing, and they are trying to charge me the new rate on payments I am making now. How can they charge future interest? We also have not received the ARM notice of a rate change. Is that not supposed to go out 60 days prior to a change? They claim they sent it on the XXXX, but there is no record of that online in the statements and documents section of their website. How can they charge me the new higher rate now? Why am I penalized for making my payments early and paying extra?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76513
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred from XXXX XXXX XXXX XXXX ( XXXX ) to FREEDOM MORTGAGE on XXXX XXXX, XXXX. I made my XXXX payment to Freedom Mortgage from my checking account on XXXX XXXX, XXXX. Subsequently, on XXXX XXXX, XXXX I received a letter from Freedom Mortgage dated XXXX XXXX, XXXX indicating that they had " not received my XXXX payment in the amount of {$2800.00} making my loan past due ''. I called customer service on XXXX/XXXX/XXXX and at their request I submitted proof of payment from my bank. Freedom Mortgage then initiated an investigation. I subsequently received a letter from Freedom Mortgage dated XXXX/XXXX/XXXX stating that " After reviewing your account, our research indicated that the payment for {$2800.00} was returned on XXXX XXXX, XXXX at the request of XXXX XXXX XXXX XXXX '' On XXXX/XXXX/XXXX I sent an email to Freedom Mortgage Customer Service asking for an explanation as to how happen I make an on time XXXX payment to Freedom Mortgage and then the payment is RETURNED at the request of a 3rd party ( XXXX )? Returned where? The payment did n't come back to me. I made the XXXX payment to Freedom Mortgage and now Freedom Mortgage is sending me notices as if my payment was n't received and that my account is past due. This experience has left me with an extremely poor first impression of Freedom Mortgage as the new servicer of my mortgage loan. To date Freedom Mortgage has not adequately addressed my inquiry and a timely response has been lacking. I have not yet submitted my XXXX payment to Freedom Mortgage because I have no confidence in what they will do with it. Will a 3rd party request that payment too and will they send it away again without my knowledge or consent and then persist in sending me past due notices?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX I called Freedom Mortgage to find out how to get PMI removed from my loan and was advised ( and verified XXXX to pay XXXX and the monthly charges would be removed. Additionally there was a request to pay bi-monthly ( which would only be allowed once an additional monthly payment was paid - i.e. if monthly payment due is XXXX to pay an advance of XXXX and can then initiate bi-monthly debits ). After my payment for XXXX cleared and my PMI was not dropped, nor was the bi-monthly option available as per their website, I called Freedom Mortgage to find out why. Over the course of 3 phone calls, including one with a Supervisor by the name of XXXX, I was given 3 different reasons why PMI was not dropped. One of the more humorous ones was I needed to pay {$130000.00} in order to drop PMI. That 's the loan amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21215
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A