Date Received: 2017-11-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a big problem with freedom mortgage im trying to save my home I asked for help from them with a modification I am complying with everything they asked I even have a hud counselar working with me they stated I have something on my title that was about 6 or 8 years ago I was not living in the house that long they stated whats on my title is a judgement for XXXX I paid it years ago I even went to civil court to get a copy the bank is telling me they can not accept it the courts is telling me I have no judgement this is what they can give me I gave it to the bank they are not accepting this was years ago its paid I showed my proof im trying so hard not to loose my home but I feel they want me to I need some help from someone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2017-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage paid my house insurance premium of {$750.00} out of the account for my four-plex mortgage. The statement that I can download online shows that the {$750.00} was deducted and then credited, but there is no actual balance that reflects this. The escrow account disclosure statement that was mailed to me XXXX attached ) shows that the {$750.00} was deducted, but not credited. The accompanying balance on this statement reflects the {$750.00} deduction, but as mentioned, there was no credit back to this balance. I asked for documentation that shows a balance to clarify this. Freedom Mortgage has sent a statement with the deduction and credit of the {$750.00}, but were hiding the balances. I responded within their email system asking for documentation of the credit with the corresponding balance. They responded that I did not have authorization for such information. After multiple phone calls and emails, representatives are unable to answer what has happened with my account and they refuse to give me the information that I am requesting ( i.e. the debit and credit of the {$750.00} with the accompanying balances XXXX. They are definitely trying to hide something.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2017-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company XXXX XXXX XXXX XXXX sold my loan to Freedom Mortgage. At the very of end XX/XX/XXXX and throughout the month of XX/XX/XXXX I received at least 2-3 pieces of mail and 2-3 emails from NYCB alerting me of this change. I did not receive a single email from Freedom Mortgage and only received my new loan number in the mail from Freedom less than 10 days before my first payment was due ; the paperwork we received was printed/dated XX/XX/XXXX. Besides being illegal, this is not good business practices and thank goodness I 'm web savvy and could still create my new account and get my mortgage paid when it was due. This was an incredibly frustrating experience wondering if Freedom would get me my information in time. I attempted to create a new account on the Freedom website, but was unable to since I had not yet received my new loan number. Compounding this issue, XXXX in the middle of the transfer alerted me that we had an escrow shortage, but I could not resolve that after XX/XX/XXXX according to XXXX because all new payments should be directed to Freedom. Please let me know how this will be remedied as this was a very poor customer experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is another complaint concerning Freedom Mortgage Co. XXXX, XXXX. XXXX XXXX, XXXX, TX XXXX. The Customer Service representative I called today, XXXX Employee # XXXX, told me he could not provide me with anyone with authority such as a supervisor so that I may seek assistance from regarding the discrepancy in my Mortgage Statements for the monthXX/XX/XXXX- XX/XX/XXXX If a customer can not get assistance from a mortgage servicing company, or obtain the full name and contact # for someone in a position of authority to answer questions relating to her mortgage loan, how can this be legal? Can a private mortgage company deny its customers of the name of employees, supervisors, higher-ups who will be able to answer questions and be accountable for the mortgage accounts of their customers. Despite numerous requests to speak to and obtain the name and employee ID of any supervisor, XXXX Employee ID XXXX, said he is not allowed to disclose that information. I have a 30 yr fixed rate mortgage in which I pay {$1400.00} a month to Freedom Mortgage. My loan number ends in XXXX. I am not in default, have not been late on a single payment. On XX/XX/XXXX, I mailed, with a letter of instruction, a {$1000.00} extra payment to curtail my principal. Freedom Mortgage, on its own, set this money aside in an Unapplied Funds account for 2 weeks. I called on XX/XX/XXXX and spoke to a " XXXX '' concerning this extra mortgage curtail funds but did not get a satisfactory response. On XX/XX/XXXX, I called again and spoke with " XXXX '' who told me that my funds will post the correct account on XX/XX/XXXX. This has been an ongoing problem with Freedom Mortgage. Today, XX/XX/XXXX I called to request a free-of-charge Mortgage payment history from Freedom. I am told by XXXX that there is a discrepancy in the balance after my {$1000.00} curtailment. This has been an ongoing issue with Freedom not being very transparent about its employees and who is in charge and accountable for their clients. I would like to get intervention from CFPB.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I wanted a pay-off quote for my mortgage loan with Freedom Mortgage ( Loan # - XXXX ). So I went to their website and logged into my account to see if I can get it online. In their FAQs section they mentioned the process as below. -- -- -- -- -- -- -- How do I request the payoff amount for my loan? You XXXX contact our Customer Care department at ( XXXX ) XXXX to request your payoff amount. Freedom Mortgage Customer CarXXXX representatives are available to assist you Monday through Friday from XXXX XXXX and Saturday from XXXX XXXX Eastern Time. You may also send a request to XXXXXXXXXXXX or mail to Freedom Mortgage, XXXX. XXXX XXXX, XXXX, IN XXXX. Please be advised, we are not able to send a payoff quote to a third party without the borrower 's authorization. Please ensure the authorization is provided at the time of the request. -- -- -- -- -- -- -- So I sent an email request on XXXX to the email address mentioned above. There was no mention of any fee for this payoff quote request in their website. Since I did not get response, I called the Customer Service number provided above on XXXX and asked for Pay-off quote. The agent said they are working on it and I will get in couple of days. There was no mention of any fees for this payoff quote request during our conversation. They can check the call recording. On XXXX I received the payoff quote by email and in that email also there was no mention of any fee that would be charged for requesting payoff quote. On XXXX when I checked my Freedom Mortgage online account in the website, I see that there was a {$30.00} fee that was charged towards this payoff quote request. This is extremely unfair to charge me a fee when there was no indication on the website or I was told about this when I spoke with the agent on XXXX. I called Customer service on XXXX and they said they can not revert back the fee. Why should I pay a fee that I was not told or disclosed to me earlier? I feel deceived by Freedom mortgage charging fees without my knowledge and they told me it was because of XXXX XXXX charging Freedom mortgage. So how will I know what other third parties charge to Freedom and then I have to take the hit on this? There is no transparency and this is cheating borrowers. I would like CFPB to look into this compliant and have Freedom mortgage revert back the {$30.00} fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2017-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I think it was XXXX XXXX when I applied online to refinance my home through XXXX. I was contacted by Freedom Mortgage and began the application. My first closing date was scheduled for XXXX XXXX. Freedom arranged for an appraiser to come to my home on XXXX XXXX XXXX, and I was later contacted by the Loan Officer denying the refinance based on termite damage and peeling paint to the cedar siding on my home. I called the loan officer a couple of days later explaining that my only source of income is Social Security and the reason I needed the refinance was to get cash out from the equity in my home in order to have the repairs done. I had no other resources, and wanted to have the repairs done before the damage became worse. I asked if the cash out could be put into escrow with Freedom 's attorney pending the completion of the repairs and closing the loan. My HVAC unit stopped working. I notified the Loan Officer as she had told me not to incur any more debt or open any other credit lines. After being without air conditioning for two weeks, I called the Loan Officer again, and told her I was going to have to have a new HVAC unit installed, and would have to finance it. I was told I would not be able to get enough cash out when I refinanced my home to cover the repairs and the cost of the HVAC, and she knew I would have to find other financing for the HVAC. The new HVAC system was installed on XXXX. I later received a Notice of Incomplete Application dated XXXX, which listed Appraisal Repairs : Peeling paint ; termite damage ( termite inspection/retreatment required ). I contacted a local XXXXontractor who called the Loan Officer to be sure he understood what was needed. She told him the repairs needed to be done before the loan could proceed. Repairs began on my house on XXXX/XXXX/XXXX, and were completed on XXXX/XXXX/XXXX. I was later informed by the Loan Officer that a Title Search showed there was a lien on my property to XXXX XXXXXXXX XXXX. I told her there should not be because I had no outstanding debt to XXXX XXXX XXXX. During a phone call to the bank with the Loan Officer on the line, we were told they could not find any record of the lien. I spent 2 hours on XXXX/XXXX/XXXX and again on XXXX/XXXX/XXXX I spent another 2 hours in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC. There was no outstanding lien to XXXX XXXXXXXX XXXX, but there was one from XXXX linked to an Equity Line at XXXX. The XXXX Equity Line was replaced by an Equity Line to XXXX XXXX XXXX when XXXX XXXXXXXX XXXX was bought by XXXX, but they neglected to release the lien when it was replaced by one to XXXX XXXX XXXX. After 2 days on the phone, I located the area at the bank that could do the research and release the lien. The closing date was set for XXXX/XXXX/XXXX. I later received another call moving the close date out a week because another credit report had been ordered. On XXXX/XXXX/XXXX, I received a call informing me the refinance of my home had been denied because my credit score had fallen below what is required by FHA. Financing of the new HVAC was a major reason. I do not dispute the refinancing of my home, but I now owe a contractor {$8000.00} for repairs to my home that I never would have had done if the Freedom Mortgage Loan Officer had not told me to have them done. Freedom 's Customer Advocate told me not to make my XXXX and XXXX mortgage payments to XXXXXXXX XXXX because they would be paid off. Only because of what he told me, I did not make the XXXX payment on XXXX/XXXX/XXXX, and used those funds to catch up on some utility bills I was behind on. It was after those funds were applied to utility bills that I learned the refinance was denied. Because I am now behind a payment on my existing mortgage, it was necessary for me to apply for a Hardship Remodification of my mortgage. Freedom Mortgage has denied any responsibility for the cost of repairs to my home, and I have no way of paying the contractor.His is a small business just trying to become established in the area, and told me he does n't know how he can take this loss. He can not complete work begun on another house until he is paid for the work done on my home. I am XXXX, and receive only XXXX XXXX and XXXX in the amount of {$15.00} a month. I have spoken to a Freedom Mortgage representative on their escalation team, but my calls and messages have gone unanswered this week.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28056
Submitted Via: Web
Date Sent: 2017-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I refinanced my mortgage to save XXXX a month.Since then my life has changed because of an escrow shortage that occurred during the transaction with the title agency that failed to pay a quarterly period of my taxes for the approx. amount of XXXX. This particular loan was originated among many other Companies that handled this predatory loan and was not discovered from me until 6 months after the cycle period came due to me during the process with 3 other banks at that time. At this time my lender Freedom Mortgage has this loan and was supposed to help me by going into a forebarence plan and then getting a loan modification to reduce my monthly payments, because my payments had increased from this misfortune for me. I have been on this plan since XX/XX/XXXX and now being told that the loan modification may not save me money. I have already had 2 so called " point of contacts '' and am becoming very skeptical as this is becoming more serious for me now almost 3 years later..I am making many attempts to resolve issues and have became disabled from the stress, bankrupt and on food stamps. I actually ran out of computer supplies and offered to travel to an office in NJ to complete any paperwork ... I really do not like to complain or get worked up but I desperately need some kind of advice or help from a reliable source. I also did even make an attempt last year to avoid this matter but ended up losing my second home since the cost of a lawyer 's fee would have been beyond reasonable. And I will be damned if this causes me to lose my primary residence. I was recently referred to a company who asked me for money to modify my loan and raised a series of red flags for me and did n't seem like relief programs to me and it seems there is no relief. I can no longer keep up with explaining the hardship something like this can cause and being unable to walk long distances to even fight for my rights has become difficult so if anyone does read this I am only seeking proper relief and the correct source to help take actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is regarding cancellation of our Mortgage Insurance Policy. We purchased our home XX/XX/XXXX for {$210000.00} ; loan amount {$200000.00}. Because we did not have a 20 % downpayment, we were required to have Mortgage Insurance. All payments have been made on time. As we approached the two year mark on our mortgage, and after extensive renovations, we asked XXXX ( our servicer at the time ) how to have the mortgage insurance dropped. They asked us to provide a list of the renovations to see if we had enough improvements to get to a 20 % equity position, then they told us we would have to pay for an appraisal to determine the current value. XX/XX/XXXX we paid {$420.00} to XXXX for the appraisal. XXXX ordered an appraisal and XX/XX/XXXX the appraisal was performed by XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, UT. The appraisal came in at {$280000.00} - much higher than the required 20 % LTV required to cancel the XXXX. This should have been the point where the XXXX was dropped, however XXXX was now in the process of transferring our loan to Freedom Mortgage. We asked if the appraisal & XXXX cancellation process would be affected by the transfer ( spoke with XXXX XXXX XX/XX/XXXX ) and she said the XXXX would be dropped before the transfer took place - so we proceeded with the appraisal. The cancellation did not happen. Our loan is now with Freedom Mortgage, {$190000.00} balance. When the billing came for the XX/XX/XXXXpayment, XXXX was still included. We faxed a letter to Freedom Mortgage XX/XX/XXXX ( per XXXX ), along with a copy of the appraisal. The response from Freedom Mortgage was a form letter saying we needed to provide an appraisal from an appraiser of their choosing. When we called to speak to someone about this ( twice ), Customer Service would NOT provide anyone to speak with - they just shut us down and said our call could NOT be transferred to someone regarding PMI, that Customer Service is the only place we can have a conversation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84047
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX my mortgage company, Freedom Mortgage, started foreclosure proceedings against me and my husband. We filed Chapter XXXX bankruptcy on the advice of our lawyer, XXXX XXXX, stop the proceedings. The case was confirmed on XX/XX/XXXX. During our bankruptcy we made our payments to the trustee, XXXX XXXX and we also made our payments to our mortgage company. Our bankruptcy case was dismissed on XX/XX/XXXX. At the time that our bankruptcy was dismissed, all of our arrears for our mortgage have been paid in full according to documentation we received from the trustee. On XX/XX/XXXX we received a letter from the mortgage company lawyers, XXXX, XXXX, XXXX XXXX XXXX, stating that we needed to pay {$5900.00} to cure any default in our monthly payments through XXXX XXXX, XXXX. We immediately paid that amount and therefore we were paid in full through XX/XX/XXXX on our monthly payments, and our arrears were cured through our bankruptcy payments via XXXX XXXX Trustee. This should have meant that as of XX/XX/XXXX, we were completely up do date on our payments. Then for the month of XXXX I made our monthly payment of XXXX on XX/XX/XXXX. Therefore we should now be up to date though XX/XX/XXXX. However, much to our surprise, we received a mortgage statement with a statement date of XX/XX/XXXX stating that we had {$1600.00} in " fees and charges '' and {$11000.00} in " overdue payment '' due by XX/XX/XXXX in addition to our regular monthly payment. I immediately contacted our attorney XXXX XXXX and asked what this extra {$13000.00} that Freedom Mortgage was claiming we owe was all about. I asked him to contact their lawyers and he refused to. He told me to call Freedom Mortgage myself. So I did. 3 times. Every time I called and asked for a description and a breakdown of what this money they are claiming we owe is noboby on the phone could give me an answer. I was told all three times that a request would be submitted to the bankruptcy department for an accounting and a breakdown of what these charges were. I was also told the bankruptcy department probably just failed to apply my payments correctly and they would fix it. Each time I asked and was told that this process takes 24-48 hours. This has been going on for over a month and I have not received any response from the mortgage company, I have not received any explanation as to how I owe this {$13000.00} when I have paperwork from their own lawyers and my trustee to prove I am up to date on my payments. My husband called our lawyer XXXX XXXX again and asked him to intervene since Freedom Mortgage is not cooperating with us and he told my husband we just need to call Freedom Mortgage ourselves again. During this whole nightmare Freedom Mortgage has now restarted foreclosure proceedings again even through I have submitted all paperwork to them proving that I am up to date on my payments and they still wont tell me what they claim I owe {$13000.00} for. I am beginning to feel that I am being discriminated against and I am running out of options because I can not get any assistance from our mortgage company or our lawyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08721
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To Whom It May Concern I have a VA Mortgage with Freedom Mortgage Co. beginningXX/XX/XXXXXX/XX/XXXXand as ofXX/XX/XXXX, I was contacted by Freedom Mortgage that I was eligible for a IRRRL Loan and to contact them by Phone. ( Notice datedXX/XX/XXXX ). I called and spoke with a man named XXXX XXXX, a VP for Freedom. I was told the new Mortgage would lower my payments and there would be no out of pocket cost and no added cost would be added to the original Mortgage.The new Mortgage went down from {$1300.00} to {$1200.00}. On XX/XX/XXXX, I received a statement that Freedom Mortgage had taken my escrow money for the sum of {$2100.00} and that the new projections show that I was in the hole for {$770.00}. See XX/XX/XXXXStatement. There was no mention at any time that Freedom Mortgage would take my escrow account and then raise my Mortgage Payments. My new Payment is {$1300.00}. I tried to contact XXXX XXXX but he will not answer his phone, and Freedom 's customer relations, or other departments offer no solution. I just found out about CFPB and hope you can help resolve this problem one way or the other. Sincerely
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33880
Submitted Via: Web
Date Sent: 2017-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A