Date Received: 2017-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went through a mortgage broker after I closed my house I was told Freedom Mortgage was to be my new lender. As part of the closing of the house, my flood insurance was prepaid for XXXX years, home insurance for XXXX year, and property taxes paid for the quarter. This information was enclosed from a letter, fax, and telephone from myself and my insurance provider. They misbilled my escrow for an entire year. I spent dozens of phone calls, emails, ect which is more of an incompetence and customer services issue. So after the required XXXX year period I asked to be removed from escrow and was denied. I just got a letter XXXX weeks before my payment is due that my loan payment increased by over XXXX XXXX to combat an increase in my flood insurance for the year. I immediately called to correct them and it was taken care of. XXXX weeks after my XXXX XXXX payment I was contacted by collections saying I had missed my payment. Of course I check my bank statement and there it is. I call again and start the process all over. My new payment is due, my credit is in ruins, and I have been bounced from deptartment to department without settlement. First off a XXXX XXXX increase in a mortgage payment is criminal and should have raised eyebrows, but now i dont know how to fix it because obviously no one in the company is helping me. I cant make my payments, i cant send more evidence of prepayment. My taxes are unchanged and my homeowners insurance increased by XXXX dollars for the year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2017-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a home loan with Freedom mortgage for about 10 years now and XXXX of this year I received a letter from XXXX County Auditors Office telling me that they were about to auction off one of my properties because of non-payment of properties taxes. I have three partials for my property. I asked witch one and they said the one that my house was on. I told them that I pay my mortgage company to pay my taxes from the escrow. I then called Freedom mortgage and had both Freedom mortgage and XXXX County Auditors Office on the phone at the same time. Come to find out that they have not paid taxes on that property in about 8 years. But I have had them for 10 years so how it fell off Freedom mortgage did not know. I now owe over {$13000.00} in back taxes and Freedom mortgage this month raised my monthly payment from {$1300.00} to {$3100.00} to cover back taxes. I called Freedom mortgage several times to get help and was told that if I didnt pay the {$3100.00} this month it will show on my credit report as nonpayment. I also explained what I found on the internet about ( RESPA ) but they didnt care to hear it! I cant make these payments so we are about to lose our home that just last month put {$15000.00} into a new roof, driveway and new kitchen. We need help PLEASE. My loan number is XXXX I live at XXXX XXXX XXXX XXXX Ohio XXXX. Can you help? My cell number is XXXX my email is XXXXXXXXXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45247
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a continuation of a prior complaint, which was not completely resolved, but was closed by CFPB anyway. There are some outstanding issues, and again, Freedom Mortgage is not responding to calls to their Customer Service Dept ... XXXX/XXXX/XXXX : Recd an Escrow Disclosure Statement from Freedom. Most of the info is now correct, but there is one amount that appears to be incorrect : On XXXX/XXXX/XXXX, Freedom incorrectly paid {$4800.00} from the escrow account for our home, to pay property taxes on a home with a similar address. They then issued a credit on XXXX/XXXX/XXXX, but for the amount of {$4600.00}. Why did they refund {$200.00} less than they paid out? XXXX/XXXX/XXXX : Called and spoke with XXXX, who connected me with Supervisor XXXX ( # XXXX XXXX. Both were more friendly and helpful than anyone Ive dealt with to this point, and I gave them an overview of the history. I told them that we are 95 % there, but just need this discrepancy explained. XXXX said that she would get back to me between XXXX and XXXX tomorrow ( XXXX ). XXXX/XXXX/XXXX : Havent heard anything from Freedom Mortgage. Called them at XXXX, 17 minute call. The guy read me some ancient history about our property taxes being paid for the wrong parcel, and no refunds from XXXX County. I explain that that is not my problem ; my only concern is the {$200.00} discrepancy between what was incorrectly paid OUT of our escrow account in XXXX, and the credit received in XXXX. He doesnt know. I ask to speak with XXXX. He comes back and tells me that she is not at her desk, but he can have her call me. I explain that NO ONE at Freedom has EVER followed through on a promise to call me back. He cant do anything other than leave her a message. I advise him that Ill give her until Friday to call me back, and then XXXX file another complaint with the CFPB. It is now XXXX/XXXX/XXXX, a full month since we spoke with customer service, and we 've heard nothing from Freedom on this issue.
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: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to have Freedom Mortgage cancel my PMI per mortgage disclosure document language. I tried multiple times over the phone but the operators ( who read off from a computer ) kept telling me that that I have not reached 78 % loan-to-value. I said the calculations should be from the original sales price ( mortgage language ) and they told me its the balance ( loan amount ) at the time of the refinancing with them. They told me to email in writing to their customer service. On XXXX XXXX, XXXX, I sent my first email saying that my mortgage disclosure document states when the loan-to-value of mortgage reaches 78 % of the initial sales price or appraised value, whichever is lower, and paid for at least 5 years, the monthly insurance premium will be eliminated. I had been paying the premium for 8 years since the original loan of XXXX. The appraisal of XXXX was the same as the sales price. When the mortgage was refinanced with Freedom in XXXX, there was no appraisal done during their streamlined refinancing promotion. On XXXX XXXX, Freedom sent me a generic response without answering my specific letter, saying that FHA will determine when a borrower has reached 78 % loan-to-value ratio. On XXXX XXXX, XXXX, after receiving the generic response letter from Freedom, I sent a second email including language as well as attaching Title 12 U.S. Code 4901 ( 12 ) which came about after PMI Cancellation Act of 1999. It states : " The term original value, with respect to residential mortgage transaction, means the lesser of the sales price of the property securing the mortgage, as reflected in the contract, or appraised value at the time at which the subject residential mortgage transaction was consummated. In the case of a residential mortgage transaction for refinancing the principal residence of the mortgagor, such term means only the appraised value relied by the mortgagee to approve the refinance transaction. '' On XXXX XXXX, XXXX, Freedom mortgage sent me the same generic response letter. I believe I have met the intent of U.S. Code 4901 ( 12 ) as well as the mortgage disclosure langauge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2017-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, This is re : Loan XXXX. My account is current. Supporting files are attached to this complaint. I scheduled a mortgage payment for XX/XX/XXXX through Freedom Mortgage 's website for {$1000.00} which has been withdrawn from my bank account. I also scheduled through my bank an additional payment onXX/XX/XXXXfor {$160.00} to be applied to principal which was also been withdrawn from my bank account. However, it looks like these payments were misapplied & Freedom Mortgage has no good explanation for why. The mortgage payment of {$1000.00} was scheduled + {$160.00} through my bank with a note that it be applied to the principal. The total should be {$1200.00}. However, I saved screen shots from Freedom Mortgage that show that {$860.00} is the mortgage amount that was received ( less than the {$1000.00} that I scheduled ), but that {$160.00} was applied to principal. If I read their information correctly, I do not want Freedom Mortgage to miscalculate my payments or attempt to make me delinquent. So I asked them to correct this error and explain why they adjusted my payments to reflect as such, when it appears that they misapplied or redirected my scheduled payments without my authorization. I spoke with Freedom Mortgage three times this morning as a final attempt to resolve after, spoke to XXXX different representatives, with no satisfactory resolution -- this was a follow up to me submitting an inquiry about my account via their online automated system on Monday, XX/XX/XXXX. I was told today that a response can take up to " 30 days '' which is a problem for me naturally, since that 's when it seems that a bank will begin considering payments to be delinquent. I allowed until Wednesday, XX/XX/XXXX for a response but Freedom Mortgage has unfortunately not been very responsive to me and has caused me more difficulties and trouble than they need to. I am concerned that because they were so unresponsive again in this instance, I will have a recurring problem each time I try to pay my mortgage, resulting in Freedom Mortgage arbitrarily deciding where the money that I responsibly pay towards my mortgage will go as it benefits Freedom Mortgage rather than me, the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2017-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My local tax collector says that my real estate taxes were not paid from my escrow at Freedom Mortgage. Freedom Mortgage says they have been paid. I have been trying for the last two months to get evidence of this payment from Freedom Mortgage and each time I try to do so I get a different story. The latest is that since I sold the property they need my request in writing because that is " what their tax department requests. '' However the last call from their tax department was that they would research this and get me a letter stating it has been paid in full. Currently I am over an hour into today 's call and still no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2017-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today, XX/XX/XXXX, I received a XXXX XXXX XXXX alert on my checking account. I have alerts set up to notify me of withdrawals from my account. I was alerted that a withdrawal of {$820.00} was deducted from my personal checking account from Freedom Mortgage Company. This was taken from my account without my authorization or permission. I tried to submit a payment yesterday on line to Freedom Mortgage which I have done for the past 2 years. The auto system said all three times, there was a problem with my on line payment to contact costumer service. I contacted costumer service and was told that the mortgage company had a new system and was having problems excepting payments on line from XXXX users like myself. He refused to take a payment over the phone unless i was willing to pay {$15.00} service charge. So I got off the phone with Freedom Mortgage and used my I pad to try and schedule a payment for XX/XX/XXXX. It took my payment for next month. I printed copies of the confirmation for XX/XX/XXXX. When I received the XXXX XXXX alert, I contacted Freedom Mortgage immediately and I spoke with XXXX. He said that the system shows all three rejections yesterday and they should not have taken any money out of my account today. XXXX also acknowledged that I have a scheduled payment for XX/XX/XXXX which i cancelled today since I am now paid until XX/XX/XXXX. My complaint is that the mortgage company went and deducted money from my account without my knowledge. This is very scary and I want them looked into.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2017-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: well in XXXX XXXX, XXXX Freedom Mortgage kept saying we owed them {$3100.00} so i had made them a cashiers check in the amount of {$2400.00} and a regular check for {$680.00} these were sent out certified mail. I had called to see if they received it they said that they had not and they told me to call back in a couple of weeks which i had done when i called back they said they only received the check for {$680.00} and not the cashiers check for {$2400.00}. Which i could not understand because it was sent together certified meaning someone had to sign for it. So i contacted my bank and asked for a stop payment on the cashierswell check and the bank checked to see if it was cashed and it was not and they gave refunded the money and we made another cashiers check for the same amount and we sent it right back out to freedom mortgage. They said they received that cashiers check and it was cashed on XXXX/XXXX/XXXX. Then in the month of XXXX of XXXX the first cashiers check for {$2400.00} that they said that they never received was found by them and they cashed it. Which means they had the payments for the month of XXXX {$1600.00} plus the cashiers check dated for XXXX XXXX, XXXX for {$2400.00} that was all cashed which added up to {$4900.00} by them cashing the cashiers check for {$2400.00} the second time that put our savings in the negitive balance which my husband and i had to pay back and our atm cards were frozen by the bank so it made it hard for us to pay all of our other bills due to them cashing this check and not wanting to return the money back to us. They said that the extra money will go to the next month payment which they said we would only owe {$500.00} for the month of XXXX XXXX. We paid the {$500.00} in XXXX and the month of XXXX XXXX we got a letter that said we now owe {$3000.00}. Now in the month of XXXX XXXX we had sent out 2 Checks 1 one XXXX/XXXX/XXXX for {$1500.00} and a 2nd one for {$1600.00} which totaled {$3100.00}. So far for the months of XXXX XXXX thru XXXX XXXX we had payed Freedom Mortgage a total of {$9500.00}. Now lets start in XXXX XXXX after paying all that money in the months before when i called Freedom Mortgage they said we owed {$370.00} for XXXX XXXX because we had {$1200.00} in unapplied which means they did n't use it that was money left over. Now in XXXX XXXX we made 4 money orders 3 on XXXX XXXX, XXXX. XXXX was for {$500.00} each and 1 for {$100.00} Then there was a money order made on XXXX XXXX for {$400.00} Now that was a total {$1400.00}. Now after the {$370.00} was taken from the total of {$1400.00} left us with a remaining balance of {$1000.00} for the month of XXXX XXXX which meant all we owe was {$620.00} remaining to pay for XXXX and after we sent in the payment for XXXX. Then we got a letter in the mail stating that they never received payment for XXXX XXXXand they said our payment was {$1600.00} when my payment was {$1600.00}. Now i did n't understand this because we had sent out 4 money orders and 1 check. Because everythime i called they said we were behind. So 2 money orders were made out on XXXX XXXX, XXXX. 1 for {$500.00} then the 2nd one for another {$500.00} then there was a 3rd money order made on XXXX XXXX, XXXX for {$650.00} and then the 4th money order on XXXX XXXX, XXXX for {$650.00} and then the check was made on XXXX XXXX, XXXX for {$1800.00}. So total for this month was {$4100.00}. So this amount would cover XXXX, XXXX, XXXX. When i called to see if they had received all my payments they said that they never received them then told me to call back in a couple of day 's. Which one week later i called back and spoke to XXXX and she said that they still did n't received the money orders or the check for {$1800.00}. So then XXXX told me that i had to request front and back of all the money orders and the check for {$1800.00} so they can see who cashed it. My husband and i spent over {$70.00} paying for all these copies because they lost the payments then as i got the copies in the mail i sent them in to there customer service center so they can apply it to our account and still till this day i have not received any call or documents stating what happen to those money orders and check.But we continue to pay our mortgage while we were going threw this in the month of XXXX there were to money orders that was mailed out one on XXXX XXXX, XXXX for {$350.00} and the second one was on XXXX XXXX, XXXX for {$850.00} then there was a check for {$950.00} that was done on XXXX XXXX, XXXX now between these payments they add up to {$2100.00}. Now this payment should have covered XXXX XXXX and some of XXXX XXXX. Now i also called Freedom Mortgage to see if they had received these payment they said they had received the check for {$950.00} but did not receive the money orders so i had to request again the front and back of the money orders so we can see if they cashed these money orders. So we can see if they cashed these money orders the 1 for {$350.00} and the other 1 for {$850.00} and again we still keep paying our mortgage and because they lost our payment they kept saying we were still behind but as you can see we were n't. When XXXX XXXX came we paid {$1800.00} in a check 1 check was made on XXXX XXXX, XXXX for {$900.00} then the other check was made on XXXX XXXX, XXXX for {$900.00} now my remaining balance for XXXX XXXX was {$510.00} that money was taken from the {$1800.00} that was mailed into Freedom Mortgage. Now My balance for XXXX XXXX was {$1200.00} and we owe {$360.00} left in XXXX XXXX then on XXXX XXXX, XXXX i electronically sent out from our bank {$500.00}. So now XXXX XXXX was covered and paid for. So now when i called Freedom Mortgage not only to find out about the money order from XXXX and XXXX XXXX still they had no answers for me so again i requested an audit of my payment and never received it but they still continue on tacking on late fees and property inspections fees. So now XXXX paid up and then we had {$360.00} in unapplied that is what XXXX XXXX said he is the one i was asking about the lost money orders. So now with the {$360.00} plus another electronically debit from our account on XXXX XXXX, XXXX for {$900.00} which gave us a total {$1200.00} which we owed {$470.00} for the month of XXXX XXXX. When i called in to make the payment they said that our house was going into forclosure and that they can not except anymore payments. So they never took the last payment of {$470.00}. Then we received our statement in the mail from Freedom Mortgage stating that we owe {$10000.00} because of late fees and they charged us with 20 counts of property inspections fees for the same day at {$15.00} a piece and they charged us NSF Fees for money orders that they lost and i let them know you can not charge us NSF Fees on money orders only checks. And they are saying that we have n't paid since XXXX XXXX until now. This company needs to be stopped with charging people all kinds of charges that do not apply or should n't even be there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2017-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been going through a loan modification through the XXXX XXXX XXXX XXXX and my mortgage company Freedom Mortgage. We had struck a deal with the mortgage company to modify my payments since I was going through a divorce, and I sent the XXXX XXXX XXXX XXXX money ( I have receipts ) to help. It has been about 9 months now and I just received my Sheriff 's Sale notice. I have been calling the XXXX XXXX XXXX XXXX for the past week with no response. I called today my mortgage company and they have said they last contacted them in XXXX 2017.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2017-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a 30 year fixed loan with Freedom Mortgage company located inXXXX TX. I make payments monthly using my computer and paying online. I refuse to mail my payment for fear it will get lost in the mail. I did my usual log on today into my Freedom Mortgage account and it said that there was a payment error! So I thought perhaps I entered my account number incorrectly. I tried to input my info again, and I received the same error telling me to contact the office. I spoke with a representative and explained my problem. He said that they are not able to process payments that have a XXXX browser. I told him that I have been paying on line for years and have never had any problems. I asked him to take my payment over the phone but he said that it is a {$15.00} charge! He told me to go find another computer and try it that way!! This is not fair to the home owner. They should offer to take a payment over the phone since they are having problems with their systems. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2017-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A