Date Received: 2017-08-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I went to XXXX XXXX on XX/XX/XXXX to search for a HELOC. I was given leads for XXXX XXXX and for Freedom Mortgage. I went to the XXXX web site on XX/XX/XXXX and spent 15 minutes filling out their forms to be told they do n't do HELOCs. Annoying. On XX/XX/XXXX I received a call from Freedom Mortgage. I asked if they did HELOCs and they said yes. I specifically asked agent XXXX XXXX NMLS XXXX to confirm this before I gave him any information. He said yes. After wasting 15 minutes on the phone with him giving him information, he tried to talk to me about refinancing my existing mortgage, but said they do n't do HELOCs anymore. VERY MISLEADING AND UNETHICAL. And both lenders pinged my credit and I believe have taken it down a few points. I find both of these lenders to be mis-leading, especially Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my property mortgaged with Freedom Mortgage, with closing scheduled XX/XX/XXXX. I have made three attempts to obtain a payoff statement from Freedom Mortgage - XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX - all of which have been unsuccessful. During my XX/XX/XXXX conversation with Freedom Mortgage, they stated that they will make every attempt to provide the payoff statement on XX/XX/XXXX - which results in a likely delay of scheduled closing. Why does it take 17 days to obtain a payoff amount/statement for an existing loan?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08096
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sold my home and paid off my loan in full through Freedom Mortgage, the closing date was XX/XX/XXXX. After payment was taken in full and I no longer had an escrow through Freedom Mortgage, I was owed money out of escrow for a total of {$680.00} for overpayment. I received this check and deposited it into my account with XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX Freedom Mortgage deducted a payment from my XXXX XXXX bank account of a total of {$620.00}, this was my normal amount for my bi-weekly mortgage payment through Freedom Mortgage. Despite my loan being paid in full and my account closed with the company, they still deducted my mortgage payment. I contacted them several times between XX/XX/XXXX and XX/XX/XXXX regarding this refund they owed to me. I called the company on XX/XX/XXXX in regards to the check, they told me that they sent the check out at the same time as escrow check. I received the escrow check but never received the check for the mortgage payment taken out of my account. I was told to watch out for the check another week or so and contact them again if I do n't receive it. On XX/XX/XXXX I contacted Freedom Mortgage again and spoke to a woman in regarding the check. She told me that in their system said the check shows it had not been cashed yet. She said that she would put a stop to that check and put a ticket in to re-issue a new check of the same amount. I was told that I would hear back from them by XX/XX/XXXX about the re-issuance of the new check. I never received a phone call about this. On XX/XX/XXXX I called back and spoke with a teller named XXXX ( teller ID # XXXX ). She explained that their system showed that check had been returned to them because it was not cashed yet. She confirmed that the address they had on file was correct, and it was my correct mailing address on file. She told me that they will send a new check no later than XX/XX/XXXX. I still had not received the check so I called back on XX/XX/XXXX ( do not remember the name of the teller I spoke with ), they had told me that the new completion date for this check to be sent out was now XX/XX/XXXX. They also confirmed that in their system it showed the check for {$620.00} had still not been cashed. On XX/XX/XXXX I spoke with XXXX whom is a supervisor at Freedom Mortgage. He told me that their system now shows the the check for {$680.00} was cashed on XX/XX/XXXX and requested a copy of the check and proof it was deposited from their financial department. I asked how it was cashed back in XX/XX/XXXX when I have been calling several times and each employee had told me that in their system this specific check showed that it had not been cashed yet. He had no answer for me and just let me know that they can not do anything about it since it 's been cashed. I called back on XX/XX/XXXX and spoke with XXXX ( employee ID # XXXX ), and she verified that their system shows that the check was cashed on XX/XX/XXXX in their system ( Check # XXXX ). I had not yet received the proof that it was cashed or a copy of the check from the company, she told me that she was going to email a few people to try and get that as soon as possible. They were already gone for the day so she notified me that she will call me back the next day once she 's heard from them. I received the copy of the check on XX/XX/XXXX. The information on the document was a copy of the front and back of the check, and information of what account the check came out of but no information of where it was deposited into or with what bank. The signature on the back of the check was my name, but not my signature. On XX/XX/XXXX XXXX called me back and she asked me to email her the copy of the check that the financial department sent me so that she can begin looking into it for me. I emailed her the copy of the check shortly after we spoke on the phone. She called me back on XX/XX/XXXX to notify me that she did receive the copy of the check that I emailed her. She told me that she will look into it further because it looks a little odd since normally there is information on the check as to where it was cashed or with what bank, she let me know she will update me once she gets more information on this check. On XX/XX/XXXX I called the company back since I had n't heard from XXXX in a while and I spoke with XXXX. He explained to me that they have it in their system that a copy of the check was sent to me for the {$680.00} check and not the {$620.00} check. He said he was going to open up a ticket to have the check researched for the {$620.00}, and see if they will be able to provide me with any further information as far as what bank it was cashed at and everything. He let me know he would have his supervisor call me back as I requested to have confirmation that it is being researched and notified as to their findings. He told me it will be completed by XX/XX/XXXX, but I requested it be completed sooner since I have been calling about this for so long and I do n't have an mortgage with them and they never sent me the check. He than called me back the morning of XX/XX/XXXX to let me know that his supervisor just told him to have me notify the police in regards to the check being cashed not by me and that they will not be able to do anything about it. He also notified me that all of the notes in their system now say that every time I called they told me that the {$620.00} check showed it was cashed in their system the whole time. I explained that every time I called they did NOT tell me it was cashed and I was told there was a stop on the check back in the beginning of XX/XX/XXXX ( which was after the check was supposedly cashed ). I notified him that I will be filing a complaint with the consumer finance about this as I feel that I have been lied to multiple times and i 'm not even sure they sent the check in the first place as I should have received it the same time as the other check since they were mailed out at the same time. I have still yet to have heard back from them in regarding the research on their part for the {$620.00} check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92551
Submitted Via: Web
Date Sent: 2017-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX, Assistant Vice-President, Customer Service @ Freedom Mortgage Corporation XXXX Dear XXXX XXXX : ___________________________________________________________________________________________________________ I submitted a grievance with CFPB Ticket # XXXX with a nicely formatted letter dated XXXX/XXXX/XXXX. Here is the format that I desire from Freedom in the Debt Validation, if you do n't mind : XXXX Starting Figure : {$120000.00}, Current Loan Balance ________________________________________________________________________________________________________________ Changes : __________________________________________________________________________________________________________________ ___Additions, By Sub-Category -- Late Fees, other loan costs, etc. ___________________________________________________________________________________________________________________ ___Subtractions, By Sub-Category -- Principal Reduction on arrearages, etc. XXXX Totaling To End Figure : {$130000.00} XXXX The numbers must exactly reconcile. If they do n't, there 's something wrong. I 'm sorry, sir, that I have to present things through the CFPB, but this is the first time I have ever seen a signature by Freedom on any correspondence, and it 's a welcomed change. Also, you accidentally sent me someone else 's payoff schedule. __________________________________________________________________________________________________________ Additionally, there must be something that we as consumers must be able to determine as to what our debt figure is, and I believe this number to be the mortgage balance. Otherwise, you could report anything you want with impunity. If the mortgage balance is {$200000.00}, and you report to XXXX that it is {$280000.00}, and you justify this, then I am in a deficit as far as being able to contest this. XXXX There is an enormous undue influence in this scenario in which I find myself because you have the power to foreclose. I hope you understand this. In my loan, I am {$85000.00} ahead of schedule with the investor XXXX XXXX over a regular payment schedule, because when I was working a XXXX job and had my father drawing his retirement income -- as you see in my correspondences of which I included my spreadsheet in comparison between my paydown of the mortgage and the set schedule, I paid down the mortgage by > {$90000.00} in the first five years. If I paid a regular schedule, the mortgage would still be > {$200000.00}. ______________________________________________________________________________________________________________ I will fight this foreclosure with every ounce of my being because I need this house because of health maladies. ________________________________________________________________________________________________________________ I also believe that Freedom is not telling the truth as to how it arrived at the {$130000.00} figure. I intend to report XXXX XXXX XXXX to the state bar association in California and Nevada where I believe its main office is located. It is a rogue concern. I believe they went fishing for Freedom 's involvement off of a letter I sent to my HOA, with almost the exact figure as listed as amount of debt. XXXX Thank you nonetheless for you prompt reply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I signed my mortgage paper work on XX/XX/XXXX. The loan was transferred to Freedom Mortgage on XX/XX/XXXX. I called the company today, XX/XX/XXXX, to ask why my trade line has still not shown up on my credit report, since I was told some time back that it " could take up to 60 days ''. Those 60 days would have been up on XX/XX/XXXX. I work as a XXXX XXXX in a XXXX XXXX XXXX and I know that there is typically a delay in reporting, depending on what day the new loan is open. I clarified with the man on the phone that at the very latest, I should see my new trade line in XX/XX/XXXX and he rudely told me that I was incorrect and I will not even see the trade line appear until XX/XX/XXXX? XX/XX/XXXX is literally 4 full calendar months from XX/XX/XXXX ... not 60 days. He put me on hold for a while and came back on the line to inform me there there was some federal law that states the 60 day waiting period. I do not remember exactly what " law '' he referenced, but why was I not told this in my loan closing, or when the loan got transferred to Freedom Mortgage? How is 120 days the new 60 days? I am paid ahead and have never missed a payment ... How is this right?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage has incorrectly reported that we missed a mortgage payment in XXXX 2017. This is completely wrong. I have never missed a mortgage payment and this is injuring my credit score. Freedom Mortgage has shown a pattern of incompetence ; losing our forms, " accidentally '' blocking us from online account access, and being closed at crucial times during business hours. Although our mortgage was thankfully transferred to another company, we are so fed up with them and hope that a penalty can be assessed against them for the stress that they have caused with their false reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97301
Submitted Via: Web
Date Sent: 2017-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Dear Sirs ; I recently called Freedom Mortgage to discuss removal of the 30 day late that was reported on my credit that I was unaware of and was asked to put it in writing and send for their consideration, which they quickly declined. The issue is, I was not aware the auto-pay payment had not been processed til I received a alert from my credit tracker advising of the 30 day late. Note that I was not notified at all by Freedom Mortgage until after they reported the 30 day late. I even called the automated system and it said my next payment was due in XXXX. I could have easily taken care of this immediately had someone let me know sooner. I asked them to grant me the courtesy of removing this late from the credit bureaus as it is causing me much stress as it has negatively affected my credit rating. I always pay on time, and have this on autopay since I first got this loan so I could set it up to pay automatically to ensure things get paid on time and am very disappointed this happened despite being on automatic. Thank you for your consideration, I do hope you are able to help me. Blessings to you & thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 917XX
Submitted Via: Web
Date Sent: 2017-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been submitting revised tax bills via email to Freedom Mortgage since XX/XX/XXXX. I have repeatedly requested a new analysis to lower my payments. Despite repeated attempts in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I continue to be promised they will review. The difference in my payments is {$300.00} per month lower e. ffective XX/XX/XXXXThey have also submitted the overwitihheld tax to the local tax authority. I am on the phone again today and am being told the best they can do is schedule this for XX/XX/XXXX. Can you please help me get this mess with Freedom straightened out? Thank you, XXXX XXXX XXXXXXXXXXXX XXXX Loan # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2017-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Thr issue is the 3 times in the past 4 months I have attempted to get them to pay the escrow refund dune from my account. They are holding it and claiming to have issued a refund for the amount. It has never arrived. They promised it within 10 business days each time and it has never arrived. I recieved my normal monthly correspondence from them today so I know the mail is working properly meaning the company, freedom mortgage, has been stalling the past 4 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90723
Submitted Via: Web
Date Sent: 2017-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After refinancing my mortgage a few years ago, the loan was sold to Freedom Mortgage. For much of the past two years of this relationship, this company has a knack of not properly applying my payments. I 've made more than 2 dozen phone calls to rectify these misapplications, have spoken to managers, and have submitted a formal complaint. Since their response to my letter, they have screwed up the subsequent 3 monthly payments. They choose to ignore what I write on the remittance advice and now thanks to their own advice, even instructions on the memo field of the check. Alas, they insist on applying my monthly payments to future months and curtailing the remainder rather than applying all the additional funds to principal. If I was no longer concerned with the accuracy of my account, I wonder when I make my final payment around the summer of XXXX whether I will receive the title then or when they have my payments applied out to sometime in XXXX. I am not interested in making double payments each month to escrow and interest ; I want my house paid off ... and not have the XXXX incorrect when I have to do tax preparation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44221
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A