Date Received: 2023-09-19
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Freedom Mortgage has ended my Forbearance and is moving forward with collections even though I have been approved and they have received payment from the HAF program. Freedom says they have to legally post notices on my door because I have an FHA loan. They have told me this twice but the HUD counselor says that is not true.They have posted this notice on my neighbors door 2 doors down by taping it to their front door with my name hand written and stamped confidential. I have told them the ACH wire number, date, and amount of the payment but they still deny receiving any payment. They have also sent me paperwork for loss mitigation ( that didn't need to be done XXXX of the HAF payment ) that has to be signed by the XXXX ( it is now the XXXX ) or I lose my ability to do any kind of partial equity claim. So I am stuck between them denying they have received payment, threatening me with collection notices, and giving me an ultimatum to sign these documents. Also by not bringing my account current I can not receive the help I have been promised for the next 2 months because my account is frozen in loss mitigation online and I can not print a mortgage statement showing that I am current and what the next payment amount is for the next month due. They have given me different information every time I call and I can not get any help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: We have been trying to work with Freedom Mortgage for almost a year now. We got a little behind and after that we got to a point where the company wouldn't allow until to make a payment and we hired a company called the XXXX XXXX to help us they didn't help us at all. We have children age XXXX and XXXX we have memories and want to keep our home. We have done everything we know to do do. Can you please help us. We submitted everything Freedom Mortgage requested and it seems like the information would time out and then they would request more since XXXX of XXXX and now we are in XXXX and basically about to be homeless. At one point in this process we did refinancing and because the notary didn't sign her middle initial that caused alot of issues. We just want to be able to resume payments and keep our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 710XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: Our house sold in XXXX with a closing date of XXXX XXXX. Every step along the way appears to be a purposeful delay. With each delay we get a new proposed closing date of from 60 to 90 days. They buyer has great credit and is placing a large cash down payment. The first delay was that the third-party communication form signatures had expired. Then there was a delay in contacting the buyer then signatures had expired. Then after contacting Freedom mortgage and insisting on speaking to a supervisor we were told it was taking way beyond the normal time to process and that he would expedite the process and contact us the next day. He did not and did not reply to phone calls or email. Then it made it to the assumption department where after another 60 days it went to Underwriting. After the initial approval they said we would probably close by XX/XX/2023. Then they requested additional information from the buyer which was supplied in less than 24 hours. Then they said they didn't receive it then the next day they apologized for the error and said they found it. Now they say the have resubmitted the package to underwriting and it will be XXXX because the package had to go to the back of the line. When we authorized the assumption, we were told 30 to 90 days it has now been over 150 days and still looking at least 30more days. It has cost me additional interest on my XXXX loan for my new property. It has cost the Buyer additional money in rent to remain in the property during the process. I believe it is a scam to try and discourage people from using the VA loan assumption process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37334
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Payment was sent on XXXX XX/XX/2023 and refunded to my bank account on XXXX XX/XX/2023. My bank stated there was no explanation as to why it was refunded from Freedom Mortgage. Spoke with several people in the payments department : they stated they never received a payment, nor can they find the message I sent to them via their message center on XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32578
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: My husband and I put in and offer foXXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/2023 and it got accepted. The offer consisted of an Assumed VA Loan at 2.25 % for about XXXX XXXX. We called Freedom Mortgage to figure out a close date and were told mortgage assumptions took an average of 45-60 days, so we put XX/XX/2023 as the estimated close date on our offer. We had to wait until XX/XX/2023 to receive a simple form ( Mortgage Assumption Request Form ) to fill out. We filled out the same day and returned. We called Freedom Mortgage a week later because we hadn't heard anything... was informed that paperwork was illegible, submitted new paperwork. On XX/XX/2023, we finally were able to talk to someone at Freedom Mortgage. We spoke with the mortgage loan officer by the name of XXXX XXXX. It was an hour-long intake call. The next step was to receive the loan application packet in the mail in a week. We completed the application and attached various printouts and sent back certified mail on XX/XX/2023. We were informed that once they received the packet, then a XXXX clock before the Loan Assumption would be approved. Now that the expected completion date was pushed back to XX/XX/2023, we worked out a deal with the seller to move in on XX/XX/2023 and rent the condo until we closed. Our rent ( occupancy charge ) would cover the seller 's carrying costs for the mortgage and condo fees. We got word on XX/XX/2023 from XXXX XXXX, the processor, that more information was needed ( Letter attached ). We responded quickly and got an email from XXXX on XX/XX/2023 that said We should hear back from the Underwriter in 3 weeks. On XX/XX/2023 we finally got a response from Freedom Mortgage ( after many calls asking for a response ) that more information as needed ( Letter attached ). We responded quickly on XX/XX/2023 with 90 % of the information and waited until we returned home from vacation with the final documents on XX/XX/2023. Until this point, the process seemed slow, but relatively normal. We had some concerns that many of the questions didnt seem relevant to our ability to pay off the loan. For example, why a marriage license? In addition, several questions related XXXX XXXX changing her name to XXXX XXXX even though she didnt change her name and we never indicated that she would change her name. This felt like they were searching for delays. Finally ( so far ), we got another request for information on XX/XX/2023 ( Letter attached ). This is when alarm bells really went off. Many of these requests had already been answered and several seemed totally unrelated to our ability to pay off the loan. Our monthly incomes far exceed the amount of the monthly loan. In fact, XXXX had received a loan 2 years earlier for her previous condo for a similar amount and was approved without trouble. Now with XXXX as a co-lender, her financial situation was even better since he made more money than her and the assumable loan was a lower interest rate. For example, one question was : XXXX to provide a more detailed explanation as to why XXXX XXXX XXXX residence is being retained as a second home when the house is 20 miles from subject and not located in an area typical of tourism or vacation home. What is the long term intention for this property?. This property is worth XXXX XXXXXXXX and has a current mortgage of XXXX XXXX ( with Freedom Mortgage! ). What is the concern? At this point we felt like Freedom Mortgages actions were unfair and abusive. Freedom is slow-walking the assumption, apparently with the hope that either the seller or us will walk away from the transaction and they can lend at a higher rate. In addition, we are losing XXXX of XXXX of dollars in potential interest sitting in a checking account rather than higher yielding investments as this has dragged out for 4 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: I reached out by email to Freedom Mortgage loss mitigation on XX/XX/XXXX -asking to please provide a breakdown on a XXXX partial claim. I didnt get a response so, I called Customer Service they put in two separate request for someone in underwriting to call me- 1 call was supposed to happen on Tuesday after XXXX XXXX. The 2nd call was supposed to take place on XX/XX/XXXX I-never received a call. Finally I called back - talked to someone in loss mitigation-that person was still Not able to tell Me how Freedom Mortgage came up with XXXX. in the recorded call, he stated their was no breakdown spreadsheet attached??? The statement I received from him dated XX/XX/XXXX & XX/XX/XXXX show my outstanding principal going from XXXX down to XXXX which is a difference of $ XXXX. No one at FM, including my attorney can figure how they came up with XXXX! I would like to what was added up to come up this this amount. I have a closing date set for XX/XX/XXXX and this is a high amount I wasnt aware of. I did call XXXX for help but never signed a sheet that reflects XXXX. Yes some forms were sent to me XXXX but no dollar amount was on any of the forms I signed that were notarized. I never would have agreed to such a large amount without pulling out some cash or something. Please explain this XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XX/XX/2023 my mortgage payment increased. I called to see why this happened and was told there was an escrow shortage and that once the shortage is paid off it would last no less than to the end of the year. I told them I did not want my payment to go up, I would just pay the shortage. They told me that my payment would still go up even if I paid the shortage because they need a " cushion ''. I didn't like it but what was I to do... They bought my loan, and I can not refinance to go to another company because the interest rate would go up 5 % higher than what I have now. Now it is 6 months later, and they are raising my payment again stating cushion and escrow shortage .... So, I was lied to in XXXX. How can my mortgage payment increase twice in 6 months!!!! They have nothing but excuses. I asked for an audit of my account, and they refused, I asked for a detailed statement of how it goes up twice in a year they refuse... If I could move companies I would, but I cant!! Something is not on the up and up!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XX/XX/XXXX payment not applied properly. Requested explanation from XX/XX/XXXX to XX/XX/XXXX on payment amount due/ why was it asking for so little ( not enough to cover principal & interest ) we sent regular payment ( couldnt get an answer ) statement XX/XX/XXXX payment amount due stated almost double regular amount. Escrow analysis are incomplete they say surplus and payment amount rises and no refund issued. Shortages payments lower. Notations on the documents state DONT SEND TO BORROWER PER LENDER. Payments are being held and processed late. Checks have been altered : initialed with date upon receiving, requested bank not to release funds for 10 days after receiving, different amount posts and different check number appears on check. The bank depositing the funds is not who the checks are made out to. Monthly periodic statements are not typical 22 to 30 bill cycles. Some go for 45 to 90 day transaction cycles. Some periodic statements never generate and payment sent is unaccounted for. Twice weve received multiple statements with different transactions activity listed all due for same day. Received no explanation as to why we dont receive our annual tax and interest statements. Important information related to the loan disappears and letters are sent to us about requests to update information ( we never requested ). This mortgage company DOESNT service your loan, communicate with you. They commit fraud and now file a default without any explanation, no past due payment on statements, no phone calls, absolutely nothing!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the customer service representative of the said accounts. FREEDOM MORTGAGE CORP XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX were reflected as late payments on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is 100 % true, accurate & correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60108
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: In XXXX 2022 I applied for a suspension ( which my definition and freedoms are very different ) on my mortgage from Freedom Mortgage due to health disqualifications per a federal agency.Which was just a phone call and nothing more I also received a letter in XXXX stating that I suddenly had to have {$450.00} in my escrow, ( has always been {$250.00} per VA mortgage until now ) this letter was sent when I had {$900.00} in my account, but freedom removed {$500.00}. This is a prime example of freedom 's mentality. I never received a check, and I paid all payments and taxes myself up to this point. I called back in XXXX for more time because I was near the end of SSXXXXI process I was granted to the end of the year Note this is TWICE freedom has agreed to the situation. I did send updates as far as my status..I received at least 4 notices that everything was acceptable and I needed to do nothing more. I also received a letter stating that I qualified for between 5-7 Covid -19 grants, ( don't remember exact number ) but didn't qualify for anything VA, go figure.I think it's because VA watches too closely, I mean it is a VA loan after all. I never saw anything from the grants. Freedom did everything based on COVID'19, I never said/used this term.I finally in XXXX I was approved, and let freedom know right away. I received a letter pretty quickly to start paying {$1000.00} starting in XXXX, continuing through XXXX I did just that. Then come XXXX, I contacted my property appraisers office to learn freedom had not yet filed my XXXX status change ( remember, they knew in XXXX ) so I filed myself.Which according to all involved is supposed to reduce my property taxes, and I have not seen this. This is also according to property appraisers office, something is not right and warrants an investigation, this is attached to the situation. this is when everything got bad for me. They had tried to get me to sign a notary paper, on the side walk I guess, which is attached.You 'll see 2x-3x paying things. Freedom cancelled this, can be verified by notary company.Nobody seemed real interested in getting it done anyway.But stated I cancelled it?? Me? how?. This is freedom also, it is always the customer not the company, not the employees. Don't exactly understand what they do except send contradictive letters and give wrong information on the phone, and also no inter-company communication You can call 5 times in a week, and you will get 5 different answers..I think it is intentional, so customer never really knows whats going on.Why else run a company so poorly. In other words one says Im paying the other treats situation as if I never paid ( i.e if you want to start paying, call this number and of coarse shes not available never calls back ). Then the payment refusal started. I tried to set up a payment for XXXX and there was no way to do so.Just the XXXX XXXX or XXXX XXXX options, knowing since XXXX I only have SSXXXXI.Why is the XXXX, XXXX, XXXX not with standing? I agreed on nothing else, show me in writing and my signature if they say different. To date they still refuse to acknowledge my XXXX status.Freedom likes to decide in their favor for veterans, They will say " what you wanted is all done, here it is '' but yet I never even talked to anyone.Freedom is all about lining their pockets at any cost to veterans, IM just speaking from my life.Freedom is unrealistic, very anti-veteran, and very anti-XXXX. They will not acknowledge or modify for me, its was stated in writing The only modification to line their pockets, the attached notary as example.. I have done everything they asked except sign papers that actually a lot were false documents when presented because XXXX was not considered.Also obviously because I will not XXXX XXXXXXXXI dont appreciate freedom telling false reports to VA XXXX anyone else that I cant pay. or will not pay, they refused payment from XXXXI am sharing with the VA as well as the media.Freedom IS NOT taking my house because they refuse payments.Freedom agreed to everything, IM not going to punished or penalized because some jerk came into power or just doesn't like i will not be ripped off. Worst of all, I have never had a company send stalkers, I have video but cant get it to cooperate.3 different occasions, firs in XXXX he actually took pics through my window, second came day after hurricane and stood and looked in window, third was XXXX XXXX, XXXX XXXXonly one with seance-she stayed off the property but still filmed through my windowsXXXX and XXXX XXXX. The XXXX one actually stood at my window taking pics through it it. Now Im very uncomfortable, always looking out the windows thinking I see someone.I do have other documents but cant upload them So this will be a 2 part to 3 part complaint.Remember also Freedom refusing any payments. This situation is a great way to treat anyone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A