Date Received: 2017-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They have takem {$1400.00} dollars from me for the last 4 years. They where never my mortage comoany and been sending fraudlent papers to my home. Never helped me lower my payments and increased fees, wuthdrew escort payments, and charged me a pmi every month. They avoid my calls and never answer my emails.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90065
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made my mortgage payment on XX/XX/XXXX via freedom mortgages online payment system as I always do on a monthly payment. On XX/XX/XXXX I checked my bank account to confirm my payment cleared and it had not. I called my bank to inquire about the payment and XXXX XXXX confirmed that they had not received a request for payment from Freedom. I logged in to my freedom mortgage account and saw that on XX/XX/XXXX my XX/XX/XXXX payment was reversed. I then contacted freedom to find out why my payment was reversed. The rep said she did n't know but the details show that my account could not be located and that I was past due. I said that is incorrect I make payments every month with no issue and I asked if she could confirm the payment details captured from my online payment. She stated that in customer service she could only see last 3 of routing number and last 4 of account, so she confirmed they were both correct. I proceeded to make another payment on XX/XX/XXXX.I asked how we could confirm the remaining account information she stated she needed to submit a request to get the full payment information and would contact me once she had the information. Days past and no contact so on XX/XX/XXXX I called freedom mortgage and they advised nothing had been done and there was no way to verify the details of my account information. I told them that was unfair, I have never paid late, I always pay online, and no once can confirm what happened. Rep advised unfortunately it had to be a mistake on my part and there was nothing they could do, I use the online payment system at my own risk, they have no responsibility with payments made online and I would need to
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This company has foreclosed on my home after it was put under the civil service protection act in XXXX. The initial paperwork said that no Legal proceedings would take place until XXXX XXXX. After recent investigation it has also been found that this same company falsified documents and committed other illegal foreclosure proceedings. They are currently reporting this fraudulent erroneous information to the credit bureaus. This company has did my family and I a great disservice. As a XXXX XXXX XXXX veteran I am disgusted with their illegal practices. Please investigate this company. This is not the first time they have been under investigation for practices such as this. I truly am in awe of the practices the government allow to take place by these big banks who just misuse mistreat and cheat our veterans. The ones who stood on the front line for this very country.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, Freedom Mortgage sent my property tax payment from my escrow account. The county did not receive the check that was sent so I called Freedom mortgage on or about XX/XX/XXXX to check into it and notify them that my property tax was due by XX/XX/XXXX or I would incur a penalty fee. Freedom Mortgage assured me that they would cover the penalty fee from their own money. On XX/XX/XXXX I called Freedom Mortgage and an investigation was opened. They put a rush on the investigation. I called them back on XX/XX/XXXX and they told me that a check was issued and gave me the reference #. On XX/XX/XXXX, I spoke to the county and they never received the check. So I called Freedom Mortgage again and I was told by the customer service rep that the county received the check on XX/XX/XXXX ( she could not confirm to me how she knew that the county received the check ). She told me they did n't cash it yet. I called the county again and they said they never received or cashed a check for my taxes. On XX/XX/XXXX, I spoke with a manager that said a new check to the county was issued on XX/XX/XXXX. I asked her why the lady I spoke with on XX/XX/XXXX told me the county received a check on XX/XX/XXXX ( although a check was never sent ). She told me she did n't know but would review the call and use it as a training call. She told me the new check on XX/XX/XXXX was shipped via XXXX. I called the county today XX/XX/XXXX and they still have not received the check. So once again, I called Freedom Mortgage and asked to speak the same manager who I spoke to on XX/XX/XXXX. After being put on hold for a while, the customer service rep came back on the phone and said the manager told her what was going on and if I still wanted to talk to the manager she would talk to me but she saw a check issued on XX/XX/XXXX to the county and XX/XX/XXXX. I asked her why was there 2 checks sent and she did n't know. So I immediately demanded to talk to the manager. The manager explained to me that something was wrong with the check sent on XX/XX/XXXX, so they had to cancel it and re-issue another check to the county on XX/XX/XXXX. I asked her for the XXXX tracking # and she did n't know it but would " try '' to get it. I demanded that she get me the tracking # and call me when it. This has now been going on for almost 2 month. I have been told a number of different stories by different customer service reps. Most of them have turned out to not be true. My taxes are still outstanding and a penalty fee has been assessed to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been over seas since XXXX of last year on XXXX. I was relying on my people back in the united states to make sure my account was setup to auto pay and payments were being made. I got back in the United States in past few months and recently am in the process of being relocated to another city and tried to apply for another mortgage and found out I have 30 day lates for XXXX and XXXX. I now cant purchase a home because of these lates on my credit report. I sense am in the process of selling this home and loan will be paid off within next 30 days or less. I have called and asked with help with this because I was out of country on duty and unaware.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXX Veteran and XXXX XXXX. I completed XXXX year and XXXX months of XXXX XXXX. I completed approximately XXXX years and XXXX months in the active reserves and XXXX XXXX. To reduce personnel, the XXXX XXXX offers a voluntary program called XXXX XXXX. What this program does is allow a veteran to voluntarily separate from XXXX XXXX into the XXXX XXXX XXXX XXXX. The XXXX must then double the amount of time owed on XXXX XXXX ( in this case XXXX years and XXXX months ) and complete this term in the active XXXX XXXX XXXX. I accomplished this. Had I known that separating from the XXXX XXXX XXXX XXXX XXXX prior to XXXX years of completing XXXX XXXX, I would have stayed and at least met this minimum requirement. I have purchased and/or refinanced homes XXXX times each time receiving a Certificate of Eligibility ( COE ) from the VA. Now, I am applying for a VA loan with Freedom Mortgage. Almost all areas of the process have been completed to approve the loan ; however, the VA will not issue a COE thus preventing Freedom Mortgage from completing the loan. I served my country, I am a Veteran, and I served honorably. I should be allowed to receive a COE since I have been given XXXX before as a veteran. I think this sets a precedent. The VA denied sending the form to Freedom Mortgage. The VA informed me that since I did not serve XXXX years XXXX XXXX, I am not eligible for the COE to use the VA loan benefit I was promised back in XX/XX/XXXX when I separated service to join the active XXXX XXXX XXXX voluntarily and with the Air Forces ' blessing. I XXXX from the XXXX XXXX in XX/XX/XXXX or so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother, XXXX XXXX XXXX, passed away in XXXX of last year XXXX XXXX ). I, XXXX XXXX, was named as both the executrix and sole beneficiary of the estate. XXXX XXXX had a mortgage through XXXX Mortgage. After letters of testamentary were issued to myself, XXXX XXXX, I issued a certified ( with an embossed seal XXXX letter of testamentary, which named me as the executrix, to XXXX Mortgage. I also sent a scanned copy via email to both their customer care and special loans department. I received both email and physical written confirmation of receipt of documents from XXXX Mortgage. The letters were issued by the court in XXXX, the documents were sent to XXXX Mortgage in XXXX of XXXX. We were told they would take XXXX months to be put into imaging. We have followed every protocol they have requested of us, and have been making payments until we missed XXXX due to an error on my part, probably due to the emotional state we were in around the anniversary of her death, in XXXX XXXX. We are currently requesting to speak with someone about the late fee and having a XXXX month loan payment pushed back due to XXXX XXXX which has made our personal bank inaccesible. Freedom mortgage refuses to speak with me. They request, every time I have called XXXX In XXXX we did this as well XXXX, that I resend the documentation. I did so in XXXX and again in XXXX. They will not speak and deny we have sent it or that they have received it XXXX we have confirmation stating otherwise ). This is traumatic everytime we go through it because we can not continue despite probate being closed and must go through this process over and over again, and they still refuse to speak to me. It 's incredibly upsetting every time. Someone name XXXX at XXXX Mortgage hung up on us despite being advised repeatedly not to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PLEASE SEE THE TEXT OF MY LETTER BELOW : XX/XX/XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, OH XXXX XXXX : Borrowers : XXXX XXXX. & XXXX XXXX Loan no. XXXX Property address : XXXX XXXX. XXXX XXXX., XXXX XXXX , WA XXXX Dear Sir/Madam : We received your letter of XX/XX/XXXX ( copy attached ). It states that " As of the date of this letter, we have not received your payment due XX/XX/XXXX in the amount of {$2400.00}, making your loan past due. Consequently a late charge of {$85.00} has been assessed to your account. '' This statement of yours is deceptive as your own records show receipt of our payment of {$2400.00} on XX/XX/XXXX ( see copy of your XX/XX/XXXX Mortgage Statement, also attached ). The {$2400.00} amount we paid on XX/XX/XXXX was the regular monthly payment amount, which apparently was increased for XXXX due to an increase in the escrow amount for taxes and insurance. I do not see in our records where this increase was clearly communicated to us so that we could increase the auto-pay amount for our mortgage payment and avoid having " late charges '' asserted against us. Enclosed please find our check in the amount of {$140.00}. This amount represents the {$59.00} difference between the old and new regular monthly mortgage payments, and the {$85.00} " late charge '' assessed against our account. With the receipt of the {$59.00} shortfall amount for the XX/XX/XXXX payment, you are directed to apply it and the {$2400.00} you are holding as a " partial payment unapplied '' to our account as our full XX/XX/XXXX payment. Your handling of our account and your correspondence to us regarding the account have been unfair and deceptive, and have prompted me to file a complaint with the Consumer Financial Protection Board. Thank you for your anticipated prompt attention to this matter. Yours very truly, XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX XXXX , WA XXXX ( XXXX ) XXXX XXXX XXXX : XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98040
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX/XXXX/XXXX application process was started. XXXX/XXXX/XXXX provided loan officer with my bank statements, w2 's, tax returns and pay stubs, XXXX/XXXX/XXXX additional documents that was requested was sent to the processor and the loan XXXX, signed assumption of HUD/FHA Disclosure, signed Applicant Credit disclosure, landlord Contact information, PA Child support information/payment history,2 letters of Explanation for creditors. XXXX/XXXX/XXXX I then begin reaching out to the processor as the main contact to provide the additional documents requested, signed letter giving my husband 100 % access to the bank account since it is a joint bank account. XXXX/XXXX/XXXX another signed disclosure was sent over FHA certification on contract. we also had a conversation about the lack of response from our realtor. Another email was sent later that day to ask when will the XXXX bank statement be available and the will need 2 month plus of proof of the earnest deposit clearing the account. I advised the statements prints after the XXXX of the month. However the earnest check just cleared on XXXX/XXXX/XXXX. processor also advise me that he only had the XXXX statement but on XXXX/XXXX/XXXX the XXXX statement was sent as well to the loan offficericense in my original email. On XXXX/XXXX/XXXX I received an internal instant message stating that he was working on my husband file and he needed updated bank statements with the URL on the bottom of each page. On XXXX I received an email for how does my name appear on my license as I will be signing security documents at closing and title is asking. I also sent over an insurance quote for state farm as the binder could not be prepared until I had a closing date. on XXXX sent over current bank transaction statement, proof of funds deposited in the joint by myself from my personal account via my bank statement. these documents was forwarded to the processor Also during the email conversation it was stated that the appraisal would be viewable tomorrow.. XXXX I was asked for the insurance quote again as it was accidently deleted. XXXX I was also advised by the processor that there was a lien on title that needed to be satisfied either at closing or prior to closing so that my loan would be in 1st position. There was no mention of additional requirements needed on our end prior to the appraisal being order. the transcripts was received on XXXX/XXXX/XXXX in more than enough time to review prior to having the appraisal ordered on XXXX/XXXX/XXXX. The appraiser did n't go out to the property until XXXX/XXXX/XXXX. still no mention of a problem with u/w at all. I believe that if the loan was going to be denied from the start then the appraisal should not have been order or this processing should not have went as far as it did. I feel as though we wasted the seller, the realtors, and our time in proceeding with this process. I truly thought I had confident in a company that I am employed with if at all. now we have paid for an appraisal that have no use to us and we should be entitled to our appraisal and inspection fees back. No one is responding timely to our phones calls or emails for that matter and I am so disappointed. I am almost embarrassed to say that I would for a company that does business like that.
Company Response:
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: 1.My mortgage company refuses to reimburse me for bank charges they caused by attempting to withdraw funds 3 days early. 2. In the last 5 months I have received foreclosure notices because this mortgage company claims I was late or did n't pay, which is incorrect, I have always paid on time and have copies of there records and my bank records to prove I was always on time and they reported me to the credit bureaus as being 30 days delinquent for XXXX, XXXX, XXXX XXXX of XXXX and this company refuses to retract this error. 3. I have bee billed for late charges in the past 5 months to the tune of XXXX. All of which are not valid. 4. Between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX they failed to post my monthly mortgage payment. 5. I have written to this company with these complaints and theey refuse to change there position. 6. They have increased my monthly mortgage payment by XXXX per year without an explanation. 7. I sent them additional funds to cover an escrow shortage that were not posted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93561
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A