Date Received: 2017-12-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am a 100 % XXXX veteran and my VA mortgage is currently with Freedom Mortgage loan number XXXX. A few months ago Freedom re-calculated my monthly escrow amount and increased it and I was not aware. I continued to send in the same amount. They have returned cashier 's checks because the amount was not the full amount and have not processed checks they have received but have held on to. Thus my XXXX and probably XXXX mortgage payment are going to report late. They did receive the funds which covered the principal and interest payments and should have accepted the payment and allowed me to send in the shortage amount of the escrow amount due. There have been headaches since Freedom took over the mortgage in XXXX. My credit is now being ruined because of these late payments being recorded
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60014
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We refinanced our existing loan and closed on the loan on XX/XX/XXXX. We were told that as long as the refinance was completed before the due date of our old loan ( XX/XX/XXXX ) that it would not report late. The refinance closed on XX/XX/XXXX as planned and the company ( XXXX XXXX ) that held our old mortgage received the paperwork by XX/XX/XXXX. However, they then proceeded to put a 30 day late payment on our ( me and my husband 's credit reports ). They have been so completely rude to us during this process as well. Almost as if they are putting the late payment on our reports because they are upset that we did n't refinance with them or keep the loan with them. Regardless, their reporting is illegal and inaccurate and they refuse to fix the issue. They even put a late payment on our report for XX/XX/XXXX so we have 2 30 day late payments on our reports even though we were refinanced by XX/XX/XXXX. We have a late pay for XX/XX/XXXX and XX/XX/XXXX on our report. It has been a horrible experience and i would hope that no one else has to go thru anything like this. We have already tried working with the mortgage company and correcting the reporting with the credit bureaus but been unable to fix the issue. Please help us any way you can.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80127
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sent Freedom a Certified check for mortgage payment at there request. They would not allow me to do online Bill pay or pay online. Must be certified check per there representative. Sent on XXXX XXXX and was delivered XXXX XXXX to PO box specified by Freedom Rep. After payment was never applied to funds a week later I began calling trying to find out why. Per Freedom the check was sent to a different processing center in Indiana and would be applied to my account once received. After 2 weeks no funds applied, sent by fax receipts for Certified check and had to submit a written request for inquiry. XXXX XXXX they said they got my request and opened a help ticket, I was instructed to call back in 10 days. 10 days called back case was closed because they needed more proof I sent payment other then them signing for the check. obtained Proof from XXXX for cashed check front and back and faxed AND emailed to customer care the first of XXXX help ticket reopened told me to call back in 10 days. I called back they did not receive the the fax or email! help ticket was closed. Sent to work email of case worker per her request she would ope help ticket. 10 days later I called and she did not receive my email. I resent the email with her on the phone and she finally recieved it. I was told to call back in 10 days. I called back. I was told to call back in two days. I have called Freedom Mortgage over 10 times, they have never returned my call. usually I am placed on hold for 30-40 minutes before I give up and hang up. I emailed them and faxed them 3 times all the paper work they required. There stories keep changing of where my check was sent to. They send me Demand Letters for missing payments 3 times a week. I was served at my home by a courier service for missing payment, they claim they did not hire him.I have been charged Late fees and Home inspections fees for the missing payment. They have been reporting to the credit bureau since XXXX that I have been delinquent. Yet My payment was n't missing until XXXX. They will not return my calls, they are avoiding me, and have no idea where the cashed certified check made out to them is. It has been 5 months of my constant calling and emailing and faxing everything they requested and still I am in delinquency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28625
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : XX/XX/XXXX XXXX XXXX and XXXX XXXX have requested Freedom Mortgage ( FM ) close our escrow account. They continually force payment on us and keep raising our mortgage payment even though the property is now homesteaded and property taxes have gone from {$1400.00} down to {$710.00} for the year and property insurance remained the same both years. On signing of the contract, on XX/XX/XXXX we paid {$330.00} into a property and tax escrow on that date. Since then, I have made 32 escrow payments into escrow since XX/XX/XXXX to XX/XX/XXXX and XX/XX/XXXX will be 33 payments. XXXX x $ XXXX = {$6100.00}. In addition, in XX/XX/XXXX FM made us pay an additional {$2200.00} and {$230.00} in addition to my monthly payment for that month or they were going to penalize us with additional charges. I have an EXCELLENT credit rating and dont want them ruining it, so we paid it after talking to them it was no use we are being strong armed. We need help. So to date they have collected {$9000.00} just in escrow ; they of course have been getting their principal and interest with each of these 33 payments. FM has paid out 2 condo insurance payments of {$660.00} for both XX/XX/XXXX and XX/XX/XXXX for a total of {$1300.00} and 2 property taxes 1 year was {$1400.00} and the 2nd year was {$710.00}. The property is homesteaded to me now so the taxes dropped XXXX. Yet FM used the unhomesteaded value of {$1400.00} to collect escrow and raise my mortgage payment from me in the future. Even though I explained to them I live in the condo year round and they had just recently paid the {$710.00}. Its crazy! So {$9000.00} - {$3400.00} = {$5500.00} that they are still holding of my money. I would like this refunded immediately. They think they only owe me {$670.00} in overcharges for the escrow they have collected from me/us. Starting XX/XX/XXXX, I want to just pay them my 30 year fixed mortgage of {$310.00} that we all agreed on and stop the madness of the escrow they keep XXXX me around with. I will pay my taxes and property ins myself. In addition, they know XXXX and I are divorced and that the court awarded me the condo and XXXX the house in Michigan as the settlement. So they keep making the checks out to XXXX XXXX AND XXXX XXXX only and then I have to mail the checks to Michigan and have him sign them and return them to me which is costly and time consuming. I have asked them to please make any checks I receive from them out to XXXX XXXX OR XXXX XXXX. Not to XXXX XXXX AND XXXX XXXX. When I asked them to refund my OVERPAID money from escrow, they kindly obliged and sent me {$670.00} and made it out to XXXX XXXX ONLY. When I called FM they said to void the check number XXXX and they would see what they could do then mail me another one. Which they have not done but they have bombarded me with letters as to why I cant close out them collecting escrow from me and let me just pay them my 30 year fixed rate mortgage of {$310.00}. They wont listen to me or let me talk to anyone in the Escrow Dept. They state the escrow department for FM for my loan is in XXXX XXXX. I need ALL correspondence with them sent to my homesteaded address of XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, FL XXXX and to use my home phone number which is XXXX and my email address of XXXX. *I stopped at Freedom Mortgage on XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX , FL XXXX and was directed to XXXX XXXX , production Assistant XXXX ext. XXXX, after some man walking into the office right behind me asked me what I wanted. XXXX XXXX informed me she could not get me a copy of all my escrow principal and interest payments, that I would have to call FM in South Carolina to get it. I stopped in there because I had already asked FM in S.C. for a copy of what they state I have paid, however FM in S.C. has yet to send me a copy of all my escrow, principal and interest payments either. I am confused why FM in XXXX XXXX couldnt print this out for me. ( So my bank sent me a copy on XX/XX/XXXX of all the payments I have made to FM ) Again FM still hasnt mailed me any verification of any payments I have made. The {$180.00} came from a Freedom Mortgage rep on the phone. If there is compensation for pain and suffering and/or interest on the money they have been stealing from me, I believe it should be awarded to me for all they have and are still put me through. And how many other customers are they overbilling and not refunding their money. Please help me end my escrow payments to this company and get a complete refund of ALL the money they have stolen from me. Thank you in advance,
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: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, our taxes were {$3100.00} and our home owner 's insurnace was {$800.00}. At the end of XXXX, we were refunded money from our escrow account. In XXXX, our taxes decresed to {$2600.00} and our home owner 's insurance increased to {$980.00}. We received notice XXXX that we had an escrow shortage of {$2.00}, XXXX. I do n't agree with the consequences falling on us if our escrow has been miscalculated. Freedom Mortgage conducted another escrow analysis and stated they do not determine the escrow amount. I was told RESPA calculates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 327XX
Submitted Via: Web
Date Sent: 2017-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I filed for bankruptcy. I did not include my mortgage with XXXX XXXX because I was present at that time and the bankruptcy attorney advised that unless I chose, I did not have to include my home. I did not include my home yet continued to make payments on time. In XX/XX/XXXX, XXXX XXXX stated they would correct my credit as two payments were improperly placed into another fund instead of being applied to my mortgage. Before fixing the issue, they transferred me back to Freedom Mortgage as my servicer, inXX/XX/XXXX, while stating I was then past due. I submitted all documentation to XXXX XXXX, Freedom Mortgage and all credit reporting agencies in order to resolve this issue. It is now XX/XX/XXXX and I am still fighting to resolve this issue as my credit has plummeted and though XXXX XXXX has corrected the problem on their end, Freedom Mortgage is still reporting my mortgage delinquent. I have obtained attorneys and HUD, but have not received satisfactory services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 316XX
Submitted Via: Web
Date Sent: 2017-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was issued a verbal approval which I had questioned the approval and was advised the approval was real, the underwriters only verified my monetary statements which I knew I had understated incomes. I had clearly stated my wife 's income as well as mine, in fact had understated my wife 's. After denial she claimed never stated XXXX, again recorded by mortgage comp. Originator claimed had a manager reviewing information and after waiting she stated it was approved! I spoke with 3 levels of her superiors, non were ever consulted, again, recorded. In the original interview I told originator I had NO SAVINGS for reserves. She said none were needed because this program all fees could be rolled into mortgage.She later used reserves as a reason for denial, again this is all on the recording! It is clear that to have gotten approval she had to have falsified the application. She had asked of my wife 's part time job, I explained she had been looking to return to a full time job but had n't been able to find one sine her previous employer closed their XXXX. I was very clear she had only worked at this XXXX for only one year, to have gotten approval she must have falsified application, this program required 2 years if part time employment. I was told I had an approval and when I questioned was reassured I had an approval. I asked if it was firm enough that I could start contacting my creditors and was assured yes. I was approved. we even discussed which items specifically were to be included since the total debt would have exceeded the LTV allowed. I was also promised a 30 day close and she tried to determine when to do it. While waiting I did take what moneys I had and paid heavily on my loans that were not included. I called the others and advised of pending pay offs. When she called with confirmation of the agreed values and was finalizing paperwork to email and fax, I stated thank XXXX this is working out because of my pending XXXX and this will all be completed prior, she put me on hold and after a few minutes came back and said approval had been rescinded. I thought she meant the last loan amount so of course I said go back to last highest amount.She said no as of now ALL are denied, She stated it was because f my wife 's time of part time employment and my lack of reserves. I had stated earlier in this letter all that information was in the starting areas of the application. I complained to superiors and even legal dept, they stated they listened to 4.5 hours of recordings and verified my statements but was unwilling to A ) Honor loan, B ) pay the losses they caused me. They stated they have reprimanded the originator and put her into further training. I reported her to Pa dept of Banking and she stated unwilling to rectify but when questioned was unwilling to dispute the accusations. I had stated she claims to have listened to all 4.5 hours of communications however misstated names involved, she was unaware I had all the names. Please ask that XXXX XXXX NOT be involved .This has caused me to be in such a dire financial situation that I am forced to consider Bankruptcy. The phone rings off the hook from creditors, I am so depressed and tired of giving excuses I find myself ignoring calls. Please help me the damages she has caused me besides forcing me to destroy a credit rating I had fought so hard to build. the XXXX that escalates almost hourly. I need help! the amount I had promised were {$31000.00}. The verbal contract they agreed to IS on these recording they have refused too give as well as the applications they had agreed to supply and then changed their mind. I called the head of the legal department ( XXXX XXXX ) He referred me to XXXX XXXX who reviewed a transcript of the recordings stated that the recordings do not show an approval. The only way that could be not there is if the documents had been omitted! I am seeking the amount that would have been in my refinancing ( more than fair considering the damage they did to my credit rating and the distress of they caused from collection calls from XXXX XXXX to XXXX XXXX, no less than 20 a day. If refusal to a reasonable cash settlement I want a copy of the phone recordings to prove what happened, I also want a copy of the transcripts to prove they were altered. I also want a copy of ALL applications that were completed with my approvals and a copy of the loan documents XXXX was getting ready to fax. Involved parties in communications : Originator : XXXX XXXX XXXX Supervisors XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX Customer service rep that told me she was legal department XXXX XXXX ( I ask she not be involved as I suspect she was responsible to transcript doctoring ) Legal department head XXXX XXXX and he refered to XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2017-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am requesting a modification with a 2 % interest rate. I have already submitted an application for modification and it has been over 60 days. Please process my application for modification and provide me with an approved modification asap.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2017-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB, This medium is to seek CFPB intervention in a situation that we found ourselves with Freedom Mortgage. We bought our house in XXXX XXXX that was financed by XXXX XXXX but was later transferred to Freedom Mortgage. In XX/XX/XXXX I started get several calls from an XXXX number unknown to me at the time that it was Freedom Mortgage calling day and night, which I returned the call but while talking to the agent that picked my call, she mentioned that my monthly payment has gone up by XXXX dollars. I informed the agent that I did not get any correspondence about the change, the agent admitted that they did not send any letter or email. After speaking to the agent I begin to pay the extra XXXX dollars. A month later I received a bill that we owe two months ... .I always send my bill 10 to 12 days before the due date. Two months after the XXXX dollars increase they send another letter that my mortgage will go up again by another XXXX dollars starting from XX/XX/XXXX payment. Speaking to several people at this company have produced a lot of run arounds and misleading information. I was told that the XX/XX/XXXX increase was from my State NC requirement which I called NC State and that was not a truth which Freedom Mortgage customer relations XXXX XXXX also attest to it not being the truth. I have spoken to Freedom Mortgage customer relations personnel that told me that all the fees on my account has been removed but to my surprise Freedom Mortgage has used one of my monthly payment to pay the fees and keep the rest in one account which is making my account look like I am one month behind. I have all the bank statements that shows that I make payment on time and regularly. Your help on how Freedom Mortgage will reset my account back to normal will be greatly appreciated. Thank you in Advance. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28115
Submitted Via: Web
Date Sent: 2017-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would file an official complaint with Freedom Mortgage and the underwriter that handled the loan for my wife XXXX XXXX. The underwriter was sending last minute requests close to the end of each business day that involved my business and also my wife. We felt the requests were very repetitive and we had already provided the documentation to the underwriter for Freedom Mortgage through tax returns and bank statements. Only to have the information requested again delaying our closing and costing us more money in the long run. We were asked at the last minute to provide a letter explaining why were downsizing our home when if fact the home is 200 square feet larger than our previous home. We asked several times what is all the information that Freedom Mortgage and the Underwriter needs in now. From our perspective the underwriter kept taking their time asking for requests several days over several weeks as to at the beginning of the process. Then I received a letter from XXXX XXXX the Sr. Vice President of Customer Service at Freedom Mortgage that did not address all of our concerns and issues with the underwriter and this unpleasant experience. I left her a voice message 5 days ago to address the concerns and issues not addressed in the letter sent to me without a response to date. I want to know if this is an ongoing practice by Freedom Mortgage and were we profiled for some reason resulting in a form of discrimination being as though we were putting close to 30 % down payment on the mortgage which is not the norm for owner occupied homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2017-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A