Date Received: 2017-07-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX and i live XXXX XXXX XXXX , XXXX IL XXXX , I have a conventional mortgage with Freedom Mortgage the loan number is XXXX . The reason i am writing to you is to let you know that i am filing a complaint with the Consumer Financial Protection Bureau because of the lack of communication and information i have received while trying to keep my home. My monthly payment was {$680.00} and they increased the payment without notifying me, then they increased it again to {$950.00} also without notifying. They stated that they sent me an escrow analysis but it was never received and when I requested it again, no one sent it. My last payment was made for our XXXX mortgage, but the XXXX payment was not made. I am a XXXX XXXX and XXXX XXXX XXXX to make a living and my truck broke down so i had to put most of my money into fixing it to get back on the road and XXXX XXXX XXXX XXXX . I am now XXXX again and making money to sustain the payments. By the time I tried to call to make payment arrangements i was told my home was being sent to foreclosure. I called in XXXX to make payment arrangements and was told the home was in foreclosure as of on XX/XX/XXXX On XX/XX/XXXX I called to see what was the amount due and i was told it was well over {$7600.00}, when i asked why i was told that it was because they had attached attorneys fees and other late fees. I tried to make payment arrangements and they said they would not accept anything but the entire amount. I called on XXXX XXXX of 2017 and was told by one of the representatives who answered that the money was due on XX/XX/XXXX , i asked them to please give me more time and she said that she would check. The rep put me on hold several times while she spoke to her supervisor. She then came on the live and said she was able to get the payment extension approved and at the end of the call she told me that i could pay on XX/XX/XXXX and the loan would be current. When i called on XX/XX/XXXX at XXXX XXXX to make the payment I was told that i no longer could pay that amount because they needed me to pay additional attorneys fees and that my request for extension for payment to XX/XX/XXXX was denied. However no one called me to tell me this information and i was under the assumption that i still had until XX/XX/XXXX to pay. I am now being told that i owe them {$12.00}, XXXX . I asked what that amount was for and they could not tell me. The rep said she would have someone look into it and that they would call me back. at XXXX i still had not heard from anyone so i called again. This time i had a friend of our family, XXXX XXXX XXXX , i gave them permission to speak to her and they instructed me and her to call the attorney to get the information on the additional fees for the loan. I am not an attorney myself and felt very intimidated calling the attorney. Additionally, by calling the attorney this would increase the attorneys fees, which they are making me pay as well. The lack of communication and follow up is making this very difficult. This is situation is causing so much undue stress to our family and all we want to do is keep our home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61108
Submitted Via: Web
Date Sent: 2017-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I 'm having trouble removing PMI from my mortgage. I have met the conditions that were provided to me by my mortgage company ( 20 % equity based on most recent appraisal as well as not late payments ). On XX/XX/XXXX I received a letter stating the criteria for removing PMI ( which I meet ) and then they state that they were unable to approve my request because I do not meet the two-year seasoning guidelines. The letter provided no explanation about what this meant. When I called the rep said that I needed to have had the loan for 24 months in order to remove PMI. I 've had the home for three years now and refinanced a little over a year ago. Until my request to remove PMI I had not ever heard of a 24-month requirement in order to remove PMI. I 'm frustrated with this decision to not remove my PMI. I feel that I 've met all the criteria that were presented to me when I refinanced and when I asked freedom mortgage how to remove PMI. When I asked what I could do they told me that PMI would be removed in XX/XX/XXXX. I find this unacceptable and deceiving.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2017-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We refinanced the house we live in XXXX XXXX XXXX XXXX, Arizona XXXX in XX/XX/XXXX with a company called Freedom Mortgage. It was then at 6.75 % interest rate and a fixed monthly payment. Immediately the payment began to increase so I began to research and investigate why. Freedom Mortgage said it was our escrow which we have evidence it was not. In the summer of XX/XX/XXXX we tried to refinance with XXXX XXXX XXXX as they were our home owners insurance and they said it could be done at 4 % interest rate. It did not happen as they stated Freedom Mortgage made it very difficult and at this time by there word we were now two payments behind. We caught up and paid Freedom Mortgage {$4300.00} in addition to the then payment. Freedom Mortgages stated to us that they sent it to a Loan Servicing company yet every single month we got statements from Them and made the payment directly to them. In the fall of XXXX they changed the account number and it has been a nightmare ever since. We have made the payments and I have copies of all the checks they deposited but not accounted for. They send us statements with amounts of funds placed in an " unapplied fund '' account. They have hurt our credit stating we are almost {$9000.00} behind. They tried to modify lowering the payment to {$590.00} for 3 months but wanted a new signed contract at 6.75 % and 30 years. Now they are threatening forclosure and we are claiming criminal charges because they got funds for months, say we have not made payments, forced us to hire lawyers that we do n't get any feedback as to their assistance but call demanding the payments. Oh we are besides ourselves. We want to get away from such a corrupt mortgage company. WE have contacted you before and they seem to do a pretty good job at lying to you as well when I have boxes and boxes of the evidence. HELP us please. Please file criminal charges against them for keeping money and not applying it to our account. Please file charges for promising they themselves would refinance at 3.5 % years ago and ignored the packages of paper information they requested I send to them stating, " we will get to it when we can ''. Please file charges against them for threatening and intimidating because they can. HELP US please.
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: 2017-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made {$60000.00} additional principle payments for the past 1.5 years. Freedom mortgage is not applying the payments to my principle as they are made. They apply them to my regular monthly mortgage payment ( which I already make in addition to the principle payments ). So they will have my monthly mortgage payments paid for months at a time instead of applying it to the principle as requested. I have spent hours on the phone trying to get them to apply the payments to my principle. Eventually they applied them to the principle however they never applied it on the dates they were made. They apply them months after. I requested and received payment history information on my mortgage and the problem has not been fixed. I have spent hours on the phone and have spoken with supervisors and have gotten no where. I am still waiting for a supervisor to call me and that was days ago and I have even called back since and have not received any help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage - This relates to my previous complaint Number of XXXX. On XXXX - this was the last part of the company 's response : " With the most recent late charge assessment, this balance is now {$5300.00}. However, this amount does not include the sum of {$2400.00} in unapplied funds which can be applied toward a monthly payment. Therefore, the balance of {$2800.00} is due in order to complete your XXXX and XX/XX/XXXX payments. After this is paid, your normal monthly payment will be {$2500.00} as detailed in the escrow analysis dated XXXX. Given the circumstances, we will not be able to amend your credit or waive late fees. If you have any further questions or concerns, please do not hesitate to contact me. Sincerely, XXXX XXXX XXXX Assistant Vice President Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NJ XXXX '' However, since this date we have had continued issues trying to get a corrected payment amount from Freedom Mortgage. It has changed several times since XXXX XXXX responded. We have gotten the amount of XXXX and now XXXX. Freedom Mortgage did reverse late fees and re-applied funds for payment that were originally re-directed to address the escrow shortage - which was later found to be in error. We were told to make our new payment amount and a one-time payment of XXXX for escrow shortage and we would be all caught up and good. We did just that and contacted them letting them know we sent the XXXX to be applied to escrow. We later discovered that the XXXX was applied to late fees instead of what we verbally requested - which when we filed a complaint it was reversed but then our XXXX payment was redirected to late fees and now they claimed we missed a payment for XXXX. Once again we filed a compliant and was told on the phone that they redirected that back to our monthly payment and now everything was good. This was around XXXX of XXXX. Three days later we now get a letter stating we have missed XXXX 's payment of XXXX and will be charged a late fee. Building up to this and since the initial CFPB complaint we have had the pleasure of speaking to XXXX who communicated to us that going forward she would be our ONLY point of contact and that she would fix our problem because it had been going on too long. She mentioned that each department at Freedom works independent of each other and that in our case, she was unable to answer what was happening with our payments and our escrow. She gave us her direct number and asked that we allow them time to figure things out. When asked a direct question of what is our monthly payment that should be made - we could never get an answer on the phone. However, she did tell us NOT TO MAKE XXXX 's payment until XXXX XXXX ( when resolution was due ) and to only pay the XXXX. After waiting a few days we called back and asked for XXXX - the Service Rep said ( rudely ) that having a single POC and asking for XXXX directly was against company policy and that she had overstepped her authority. I then had to go through several people, explain the situation and finally did get to speak with XXXX again. At that time, she informed us that we were all caught up, no missed payments, no escrow shortage, and payment is indeed now XXXX ( note this is not the response provided by XXXX XXXX that allowed my original complaint to be closed! ). Now we receive the letter of missing XXXX 's payment. I learned through this experience that it is best to have proof of the confusion at Freedom Mortgage, so attached are links to two of many recorded conversions with Freedom 's Service Reps and XXXX ( which I disclosed ). All this and more can be heard. Due to Freedom Mortgage 's incompetence, errors, miscommunications, and poor customer service, I have suffered both emotional distress and financial lost. I had a low interest line of credit that the bank refused to renew because of the erroneous credit reporting from Freedom and I had to covert that line into a personal unsecured loan at over 9 % interest with a balloon payment. We have spent hours and hours on the phone trying to get this fixed since XXXX - our combined employment hourly rate is over {$200.00} an hour - so we have also lost thousands of dollars of potential income on this issue. I am begging the CFPB to do more to enforce the recovery of loses and stop mortgage companies like Freedom Mortgage from treating customers in this manner and causing financial distress and lost without cause.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I got Really sick and fell behind on my payments. I 'm about 2-3 months behind, made a payment, and they wo n't accept it. They intend to hold it, until I can get an additional XXXX By next month. How can they HOLD it? I know they want my house. There 's potentially XXXX in equity. They want it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32708
Submitted Via: Web
Date Sent: 2017-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is escrowed and the mortgage company is responsible for making the property tax payments. I have made all of my payments on time. When my loan servicing transferred to Freedom, they had my escrow payment incorrect. I called to correct the issue and pay a higher amount to cover my property taxes. I received a notice in the mail yesterday that the county has placed a tax lien on my property due to unpaid property taxes. I have a FHA loan, the property taxes should have been paid by the mortgage company. This is not only public record that my property has a tax lien against it, but it will affect my credit as well. When the mortgage company contacted me back about my issue, they said it was the prior servicer 's responsibility to pay those taxes even though they were due when the current company was servicing the loan. They also told me that it was my responsibility to notify the mortgage company that they need to pay the property taxes. Freedom Mortgage made a huge mistake by not paying my property taxes through the escrow account that I pay towards every month.
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: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: As of XX/XX/XXXX Freedom Mortgage continues to show last payment received was XX/XX/XXXX. This inaccurate. Per response from a previous complaint, Freedom Mortgage stated that XX/XX/XXXX payment had not been received. I sent Freedom Mortgage verification that payments had been received. confirmation of online payments and the XXXX banking statements for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Due to death in family, which led to temporary financial hardship, I had requested to put off XX/XX/XXXX mortgage payment. Since I had not received any correspondence/ telephone call, I had been led to believe that Freedom Mortgage consented to my request. Freedom Mortgage inaccurate reporting has resulted in scores dropping, being denied refinancing/ person loans. Freedom Mortgages unwillingness to contact customer, has resulted in seeking legal action. This has been ongoing since XX/XX/XXXX. I have submitted letters to the executive staff, XXXX, IN.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This shall be the fifth complaint about Freedom Mortgage and frankly I am very tired of their XXXX poor customer service and fake ID 's, not responding to letters sent via US Postage and not following Federal Law now. My first complaint was processed on XX/XX/XXXX and I mentioned about my pump house going out and I had spoken to a few account reps but would get a call back and nothing was documented on my account. Let it also be said this is yet another time Freedom has managed or purchased my loan. So I got a friend to witness all the calls and submitted at least on 20 different occasions my paperwork for loan modification that Freedom denies receiving although I have provided fax transcripts and signatures of people who signed for those documents. Then the people who respnd to these things it is my belief are not actual people or real names since the Post Office is unable to locate these phantom people. Finally they accuse me of not communicating ; which is one thing I have done quite a bit. I just refuse to speak to any robo call and those who say their names are not telling the truth. So fast forward to XX/XX/XXXX ; I received a letter stating I owed XXXX, XXXX USD and that includes the current month. So I sent a check for {$2000.00} to cover XX/XX/XXXX and XX/XX/XXXX payments and so I would be current with mortgage payments minus the late payments. Freedom did not apply the payment as required by Federal Law, and in fact since XX/XX/XXXX 2016 they have not been applying my payments as the law requires. I sent a letter to Freedom and they have said they will look into the matter and also asked to have my account audited for payment accuracy and have yet to hear from them with a exception of they will get back to me. I will add this is the very first letter that I have sent to them out of several complaints that they have actually responded too. As I understand the written law the bank must apply the payment in complete as long as it covers the principle, Interest and escrow and the late charges are to be dealt with separate. So rather than now owing them over 3k like the letters they have sent I should be current minus owing late fees which according to Federal law the last 2 months of late fees and home inspection fees are fraudulent and not legal. So hopefully now before that XXXX XXXX in the White House makes this Organization go away hopefully we can get this corrected. EDIT if you look at the previous replies from Freedom neither were followed through by the company. They say a " Payment Plan '' was offered but in American to have aupdated contract or a contract both parties must agree to the conditions of the contract. This party had zero knowledge nor would I have been able to pay such a high plan. It is explained in detail in the complaint prior to this one. Also please note that Freedom never closed out or responded to the prior complaint which is their way of doing business ; and I do not see it getting any better. I never asked these thieves to buy my loan and this is the exact same thing the FTC fined them for a few years ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Freedom Mortgage continues to report account as being delinquent. Credit report shows last payment was XXXX 2017. This inaccurate. Submitted banking statement and checks to dispute delinquency. Lenders have denied application for refinancing and/or personal loan due to reported delinquency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A