Date Received: 2017-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage was collecting our money for homeowners insurance as part of payment but stop paying XXXX XXXX XXXX resulting in the insurance canceling our homeowners. They then placed their own homeowners and raised our payment. We took out our own homeowners again after finding out they took their own. Now that we have our own insurance they refuse to lower the payment amount. We are also a flood victim of XXXX in Tennessee and called them asking for a hardship and they claimed they would email paperwork which they never did. The company sends us predatory refinance offers pretty much daily. There was a period of time where there was no homeowners insurance that they owe us a refund for. Legal action will also be taken if freedom mortgage does n't respond to our claims.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2017-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: During the months of XXXX, XXXX and XXXX XXXX I received several pre-approved notifications from Freedom Mortgage guaranteeing me a cash out refinance loan on my current home in amounts up to {$170000.00}. On XXXX XXXX, XXXX I contacted Freedom Mortgage to inquire about the process and qualifications necessary to receive a refinance loan. I spoke with Loan Officer XXXX XXXX ( NLMS ) XXXX. I informed XXXX XXXX that I had received correspondence from them stating that I had been pre-approved for a refinance loan and was guaranteed approval as long as my financial situation had remained the same since XXXX, which it had. I agreed to apply for the loan ( {$25000.00} ) over the phone with XXXX XXXX. I spent approximately one hour on the phone with XXXX XXXX providing him with very detailed information regarding my property, my financial status, my personal information including my SS # and agreeing to a " Hard '' credit check immediately. During our conversation, XXXX XXXX stated that everything looked fine in terms of me being approved for the loan. He stated that he would call me back the following day to follow-up on some minor details. I also informed him that I would be contacting him to provide him with my current home loan rate and the balance owed on my home being that I did not have it available during our conversation. XXXX XXXX sent me a very courteous email after our conversation ended with his phone number asking me to call him if I had any further questions. On XXXX XXXX, XXXX, I called XXXX XXXX but was unable to reach him. I spoke with the operator who attempted to locate him but was unable to do so. I spent the following week and a half attempting to reach XXXX XXXX to provide him with additional information but was unable to speak with him. He was either unavailable or the operator informed me he would return my call. He never did. The operator attempted to get someone else to assist me but that proved unsuccessful. I was told numerous times they could not locate my application. On XXXX XXXX, XXXX, I received standard notification from Freedom Mortgage providing me with my credit scores from all three major credit agencies. This notification did not indicate whether I was approved, denied or did not provide a current status on my loan request. On XXXX XXXX, XXXX, I received notification from Freedom Mortgage via USPS that my refinance loan request had been denied. This was a major surprise being that : 1 ) XXXX XXXX had not received all of my information needed to fully complete my application, such as my current home loan rate, 2 ) my financial status had not change since XXXX which would have all but guaranteed me the loan as stated in the correspondence I received from Freedom Mortgage, and most importantly 3 ) I had absolutely no communication with XXXX XXXX or anyone at Freedom Mortgage from the date I initially applied for the refinance loan ( XXXX XXXX ) until I received the denial letter ( XXXX XXXX, XXXX ). This is even after many attempts I made to communicate with them. On XXXX XXXX, XXXX, I received a text message from XXXX XXXX ( I understand the VP at Freedom Mortgage ) checking on my loan experience. As of XXXX/XXXX/XXXX, I have made several attempts to reach XXXX XXXX, but am getting other staff at Freedom Mortgage stating that he is either out of the office or busy and they will ask him to return my call. No response yet. I called XXXX XXXX on XXXX/XXXX/XXXX using the phone # he left in his text message to me and somehow reached an employee in the Arizona 's Freedom Mortgage office named XXXX. She was unsure how the call got transferred to her office. She proceeded to assist me with my issue, but she too could not locate my application and suggested I call the NJ office back. On XXXX XXXX, XXXX, I received a call from XXXX XXXX ( I understand a manager at Freedom Mortgage ) asking me to call him to discuss my situation. I have since made several calls to XXXX XXXX ' office and left messages but as of XXXX/XXXX/XXXX have not received a response. In XXXX XXXX ' voice mail message to me he also stated that he could not locate my application. As of this writing, I still have no resolution to my concerns, have not been able to speak with anyone at Freedom Mortgage regarding the way my entire application process was handled or not handled and a clear reason as to why my application was denied being that I was all but assured it would be approved at the time I applied and that my financial situation had not change from XXXX - XXXX, again, all but assuring me that my application approval was guaranteed. The sheer lack of communication after the initial application intake is totally unacceptable and unprofessional. I ask that this matter be addressed as soon as possible by Freedom Mortgage or I will not hesitate to pursue further actions to remedy this totally unacceptable treatment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38135
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced my mortgage with Freedom Mortgage on X/X/16. It was never disclosed to me my previous escrow balance would be used to pay down my current mortgage. Furthermore I specified to my representative I did not want my escrow used to pay down my loan, nor did I sign anything authorizing this action. I was assured this would not happen. Three months after my refinance, I realized my mortgage had gone up substantially. When I called to find out why, Freedom Mortgage explained to me they charged my account for a shortage in my escrow account and raised my monthly mortgage payment to cover the shortage. After further research, I discovered Freedom mortgage did use my escrow to pay my loan down. I have reached out to Freedom Mortgage several times to address the matter with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good Afternoon, I fell behind on my mortgage payments last year XXXX XXXX. I did not waste any time so, I gathered all the documents necessary and submitted a Uniform Borrowers Assistance Form with my mortgage servicer, Freedom Mortgage in XXXX of XXXX. I was denied in XXXX of XXXX due to exceeding the Debt To Income Ratio by 54 %. when I was supposed to have reached a 40 %. I obtained a part time job to be able to afford any modification payment Freedom could offer and I re-applied in XXXX XXXX. On XXXX XXXX, XXXX, I called Freedom Mortgage and spoke with XXXX ID # : XXXX, and she informed me that I was denied on XXXX XXXX, XXXX, again, due to exceeding the Debt to Income Ratio again. I asked her to give me a break down of the income and expenses used. I also asked her how much did I exceed this time, she responded " 40.72 % ''. It does not make sense on how I was denied by exceeding by less than 1 %. I asked her to please email me the denial letter because I needed that in writing. I received the denial letter the following day. I typed an appeal letter gathered pictures of my home and mailed out through certified mail. On XXXX XXXX, XXXX I received a letter stating that they denied my appeal. I do not even think they read my appeal or bothered to investigate! I will attach all the proof with this letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: First, I am a XXXX XXXX XXXX XXXX Veteran on a fixed income of {$3300.00} per month, with a VA Loan and payment of $ XXXX monthly. I have been trying to get assistance for over a year since I lost an income amount of {$940.00} per month that I had been receiving. This is what caused me to fall behind. Please see hardship Letter and letter from Housing Counselor at XXXX XXXX XXXX XXXX/XXXX XXXX XXXX XXXX. I went to XXXX, on XX/XX/XXXX at which time I was XXXX payments past due on my mortgage. The Housing Counselor submitted for a modification on XX/XX/XXXX when documents were reviewed I was declined for insufficient income. It was at this time I contacted my VA Rep-XXXX XXXX. XXXX discovered that they had doubled my car payments ( two cars ) which caused me to be disqualified. Once this happened, and the VA informed Freedom Mortgage, I was asked to submit again, which I did on XXXX, and again I was declined on XX/XX/XXXX for not enough income. Since our house was scheduled to foreclose originally on XX/XX/XXXX it was postponed. My wife, XXXX started working onXX/XX/XXXX for the additional monthly income of {$2100.00} which should qualify us for the modification. We do not want to lose our home. In addition I would like to tell you that XX/XX/XXXX has made many mistakes in my case review -- example ; Asking for wife to sign all documents, and actually had already been sent in to them, they requested a letter as to how much my wife was going to contribute of her pay to the housing expense, also sent in on a notarized Non-Borrower Form also had been overlooked. It make me feel like they do not want to help me and are discriminating me because I am a XXXX veteran. PLEASE HELP I NEED THIS MODIFICATION, I have XXXX kids and this would traumatize them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2017-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX a principal and interest payment was paid in the amount of {$970.00} for my XX/XX/XXXX principal and interest payment. I understand that my principal interest taxes and insurance ( PITI ) payment is a total of {$1200.00}. My escrow balance due for the month of XXXX was paid on XX/XX/XXXX completing my XXXX escrow payment. When my loan was originated I promised to pay a certain amount for principal and interest each month to avoid any foreclosures and added interest that may accrue, and I have committed to that agreement since origination. A mortgage company is unable to pursue foreclosure on unpaid escrow so why are they able to report to the credit bureaus negatively when the escrow balance was not paid? Per my credit reporting Freedom Mortgage reported me as a 30 day delinquent because my payment ( PITI ) was not paid for the month of XXXX ; however, on my report it showed that I was in the arrears of over {$2200.00} which is not correct as they stated in their response dated XX/XX/XXXX ( which I just received on XXXX ) that my payment of {$1200.00} is the full payment for the month of XXXX. When i initially wrote to Freedom Mortgage I advised that my principal and interest payment was paid prior to the reporting date to the bureaus as well as my escrow payment was also paid for the month of XXXX prior to them reporting to the bureaus and asked that the revise their reporting and report the month for XX/XX/XXXXas current because the principal and interest payment was paid on time. Unfortunately, they declined my request, and provided me a response. Please help me with the following : 1- Update my credit report for the month of XXXX to current as the principal and interest payment was paid in the month that it was due. 2- Explain to me how the credit bureau is showing a delinquent amount owed for over {$2200.00} when my payment is almost half of that. 3- Explain to me how the mortgage company can not foreclose on unpaid escrow but they are able to report negative on a credit report if the principal and interest payment was paid but not the escrow portion of their payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84015
Submitted Via: Web
Date Sent: 2017-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My Mortgage Company - Freedom Mortgage has reported that I did not pay my XXXX 2017 Mortgage payment. I did pay my XXXX Mortgage payment and they immediately cashed my check although they state there was an increase in my impound account, which I was not notified of. After numerous phone calls to resolve this issue it appears to have been a bookkeeping/automated check deposit error. Yes, apparently my impound was increased in XXXX, I was not made aware. They deposited my XXXX payment which is made automatically through my bank. Also XXXX. Each month my payments are made on time and I had no reason to believe that there was any problem. They are saying I did not make my XXXX payment due to the increase my check was put into a " suspense account '', but cashed immediately and NOT APPLIED to my account. They then reported to my credit history that I did not make my XXXX payment. I have spoken to several people within the company, most recently Vice President XXXX XXXX at XXXX. He is in California. He said his Correspondence Group is denying retraction of the bad credit for non payment. Also today 's recording of my amount due is different than what my recent statement indicates. I have bank statements showing all payments made in a timely manner. Please help me. I have an FHA loan and was getting ready to refinance to a Conventional loan. I have over {$300000.00}. in equity in my home and have owned it for 14 years and never missed or been late on a payment and was n't this time. Thank you for your assistance. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, # XXXX XXXX, CA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92867
Submitted Via: Web
Date Sent: 2017-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX multiple payments to this mortgage were made simultaneously to bring the loan current. On XX/XX/XXXX we were informed that although the prior months payments were applied perfectly, XXXX 's payment of {$960.00} would not be applied because there had been a payment plan offered by Freedom Mortgage. Although not accepted, this payment plan proposal is said by Freedom Mortgage to be sufficient for them to require the $ XXXX monthly payment thus rendering the {$1200.00} paid for XXXX and fees a " partial payment ''. We have now sent multiple copies of our written request for fund application to Freedom Mortgage and have received no response. The funds in question remain in suspense with Freedom Mortgage making no attempt to either apply or return them. The funds in question are in the amount of {$1200.00} and have been suspended for the duration of 38 days. Per our phone conversation with an account representative on XX/XX/XXXX, the " payment plan '' referenced as reason to suspend funds in excess of a monthly payment would expire on XX/XX/XXXX prompting the application of funds. Per our phone conversation with an account representative on XX/XX/XXXX, the " payment plan '' referenced as reason to suspend funds in excess of a monthly payment would need to be rejected in writing and sent to email " XXXX '' or faxed to XXXX. See forwarded email sent to said address on Tuesday XX/XX/XXXX with the aforementioned written request. A fax to the number provided was also attempted but was unsuccessful. ( Fax responded as a UNSENT : BUSY ) This account has been charged with a late fee for the XXXX payment of {$960.00} ( as stated on mortgage statement dated XX/XX/XXXX ). Negative information has been reported to the credit agencies. No mention of a payment plan has been made in writing to the mortgagors of this loan. ( See Mortgage Statement dated XX/XX/XXXX ) No mention of a payment plan has been seen on a mortgage statement received by the mortgagors of this loan. ( See Mortgage Statement date XX/XX/XXXX ) It has now been 38 days since Freedom Mortgage has issues a mortgage statement to the mortgagors of this loan. We believe this to be an abuse of the suspense account and request action be taken immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 527XX
Submitted Via: Web
Date Sent: 2017-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the time I went to pay my XXXX mortgage payment online ( XXXX XXXX ), I inadvertently failed to hit the last " Submit Payment '' button, which meant I did not make the payment. Later I received a letter from my mortgage company, Freedom Mortgage indicating I had not made the payment. I think I checked that I had a saved PDF for the payment, but either did not open it or did not see it was not a confirmation screen. We left town in mid XXXX and were away from physical mail until mid XXXX. When I went to make my XXXX payment online ( while away ), there was no indication that I was now indeed late. I also was unable to download my XXXX or XXXX statements at this time to verify what had happened. I made the XXXX payment. When I got home in mid-XXXX there was another you are late letter. I was still unable to see XXXX or XXXX statements. When I went to make my XXXX payment it was finally indicating I was late as the required payment was now double my normal payment. I checked my checking account from which I make the payments and could see the XXXX payment did not happen. I contacted Freedom Mortgage, and they seemed to understand the problem and would be happy to reverse one late payment ( maximum of their policy ), which they did. The person I spoke to sounded positive on the idea I would be able to have them repair my credit report, but I would need to submit a case via e-mail. I submitted a case by e-mail, but the declined to repair my credit report. I am unable to pursue this matter further with their XXXX XXXX Department, as they would not provide me with a phone number for this department. My credit reports with at least two of the three agencies now reflect two late payments on the mortgage, which seems unfair, as I feel I only missed one payment ; it just took me two months to address. There is also no distinction for a payment missed inadvertently, versus missed due to financial hardship or other issue. I was only able to see my statements for XXXX and XXXX as of XXXX XXXX. This made it impossible to verify from Freedom Mortgage 's records what had happened. It is even possible I did actually submit my XXXX payment, but their system failed. Their on-line payment system is frequently offline, and fails when I submit. I will attach a screenshot of an example of this. I also do not know how to add or update a contact telephone number on Freedom Mortgage 's website. They may have tried contacting me regarding the issue, but they may have been trying my home number while I was away. I would like Freedom Mortgage to be forced to repair my credit report, to improve their website so that contact phone numbers can be seen, added and updated, and that their website be modified to make it OBVIOUS that a payment is about to be or is late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2017-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a complaint against Freedom Mortgage for unfair, inhuman, predatory business practices. I have a mortgage account with Freedom Mortgage, loan number XXXX. I have always been paying my mortgage well in advance. I have already paid my mortgage for XXXX and on XXXX XXXX I have decided to pay another {$8000.00} for XXXX, XXXX and partial XXXX XXXX see attached ). The {$8000.00} was transferred from my XXXX XXXX account on Monday, XXXX XXXX to Freedom Mortgage. 2 days later, on Wednesday XXXX XXXX, Freedom Mortgage tried to withdraw another {$8000.00} from my checking account making my account to be overdrawn. I have called Freedom Mortgage customer service and asked them stop trying to withdraw another {$8000.00} from my XXXX checking account as I have already paid the {$8000.00} I wanted to pay for XXXX, XXXX and partial XXXX. The Freedom Mortgage customer service representative assured me that I shouldnt worry, they are not going to try to withdraw the {$8000.00} again from my account, which I believed and left the matter. But on Friday, XXXX XXXX, when my salary came into my checking account, Freedom Mortgage did another withdrawal of {$8000.00} from my checking account, taking all my salary and living me with {$0.00} on my checking account. I have immediately called Freedom Mortgage, spoke with XXXX XXXX manager, who told me that the only way they can refund me {$8000.00} if I send an official proof of payment from XXXX printed on a letter headed paper. XXXX branches open at XXXX, so that morning ( XXXX XXXX ) I have immediately went to a XXXX branch in XXXX XXXX, spoke with Assistant Branch Manager XXXX XXXX, and asked for help. He told me that they usually dont issue such proof of payments, but he was kind enough to call Freedom Mortgage to sort out the problem. Freedom Mortgage kept him on the line for 2 hours, from XXXX XXXX till XXXX XXXX, after which he prepared me the proof of payment on letter headed paper Freedom Mortgage requested ( see attached ). From the branch I headed to my office to scan and email and fax this proof of payment to Freedom Mortgage, XXXX XXXX. Later that day, XXXX XXXX sent me an email claiming that Freedom Mortgage has refunded the {$8000.00} but until today, Saturday, XXXX XXXX, the money is not yet on my account. Freedom Mortgage has caused serious hardship to me and my family by taking all our money from our checking account and leaving us with nothing. We did not owe Freedom Mortgage, has always paid our mortgage in advance, so this was an act of unfair, inhuman and predatory business practice on behalf of Freedom Mortgage. Kindly investigate this matter and take appropriate actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90710
Submitted Via: Web
Date Sent: 2017-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A