Date Received: 2017-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I 'm trying to obtain my Escrow Refund for XXXX XXXX XXXX ). I refinanced XXXX XXXX now nobody associated with my refinance has no Loan Number of the refinanced transaction. I called XXXX XXXX and was told it was in some kind of evaluation, which the Escrow was evaluated in XXXX also.I was told in XXXX that I would receive it the end of XXXX now no one has heard of me or the refinanced transaction. I was never able to speak to a supervisor or manager. I 've tried to contact everyone involved with the refinance transaction even the Title Loan Office. I was contacted in XXXX XXXX for {$100.00} for tax increase then XXXX XXXX my mortgage was increased for {$580.00} to {$590.00} with no explanation for the increase. I 'm afraid next year they may say they 've not received my mortgage payments which is an automatic withdrawal. I need help in dealing with these companies. Thank You. SUPPORTING DOCUMENT IS FORTHCOMING.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Both and my insurance company have been talking to multiple people in customer service departments in Freedom Mortgage for the past week just to get them to send the check from MY ESCROW account to the insurance company for XXXX XXXX XXXX XXXX XXXX.
The original check dated XX/XX/XXXX, was stopped pay ( as it never arrived at XXXX XXXX ) with a guarantee it would be resent same day on XX/XX/XXXX and overnighted. By XXXX XXXX on XX/XX/XXXX when the check still had not arrived. I called Freedom Mortgage to get the XXXX tracking number. After being bounced around for an hour I was told there was no tracking number, the check had not been sent it was just cut as a result of my call and would be sent out in the am XX/XX/XXXX for overnight delivery. I called on XX/XX/XXXX and told that the checks from XX/XX/XXXX & XX/XX/XXXX were cancelled as the system rejected the checks due too many checks being written from the escrow account. The service agent said they would overwrite the system and issue a new check which would be sent on XX/XX/XXXX. I advised the service person that I needed the check sent on XX/XX/XXXX as I was currently not covered for XXXX XXXX XXXX and the insurance had now lapsed since XX/XX/XXXX due to their errors. I asked that they overwrite the system get upper management approval to issue and send the check same day. After an hour of being sent back and forth and waiting for a manager to take the call the service agent got on the line and said I could no longer tie her line up and hung up on me. I called in later and got a different agent who said he would get the check sent today and provide me with the XXXX tracking number. The agent called at XXXX XXXX and advised he could n't get the check sent and that he would guarantee it to be sent tomorrow am he would follow-up with a call to me with the XXXX tracking number if it could n't be sent he would guarantee they would wire it to my insurance company. He also guaranteed that my house would be covered if any damage occurred from the storm currently in the XXXX headed for the gulf coast. He said he would issue this guarantee in writing via email before he left this evening. I have no XXXX XXXX XXXX coverage and there is a storm in the XXXX. The minute that storm gets named if my insurance company has n't received the check, I will not be covered for said storm. I expressed this over and over to customer service Freedom Mortgage to no avail not only did they not care, they did nothing to push the check out tonight for immediate overnight to the insurance company.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78418
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am contacting the CFPB as I know what my mortgage servicing company is doing to me is very unfair and I can only imagine how many other homeowners they are hurting. I had fallen behind on my mortgage payments XX/XX/XXXX after I had a XXXX. This loan servicing was transferred from XXXX to Freedom Mortgage as of XX/XX/XXXX but I had been mailing my payments to the previous company so I didnt even realize I was late. I had quickly applied for a loan modification with Freedom Mortgage to constantly be requesting documents we already sent and confirmed. My modification request was closed out at least 9 times from XX/XX/XXXX through just recently on XX/XX/XXXX. My wife is a contributor as well and the reason we were declined before the HAMP program ended was they stated they could not verify my wifes income taxes. We explained with explanation letters she does not file taxes because she was only receiving XXXX. We were told to send in a new XXXX with he box checked for non-filing, two weeks later, we followup to be told that is not acceptable, they need the other box checked to verify returns. I sent both to be safe. Two weeks later, we were told no, they can not verify my wifes social security number even though we submitted the Social Security award letter and XXXX. Each and every time the review was closed on their end, it was due to a new reason. This most recent review we submitted a complete package on XX/XX/XXXX. I called on XX/XX/XXXX and was told they need the bank statement that was just available on XX/XX/XXXX which I quickly sent on XX/XX/XXXX. Today I called Freedom and was told the review was closed out on XX/XX/XXXX for not receiving the requested bank statement. I always scan and email my documents. To make matters worse, I am unable to drive after the XXXX which left me mostly XXXX with little use of XXXX XXXX of my XXXX so I have to call taxi 's to bring me to pick up bank statements and then to scan to the bank which is going on a few times a month for 25 months now as I started t his process when I was only one month delinquent. I could have been making mortgage payments all these months but they just will never give me a decision. Only play games with a XXXX borrower who is now in foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11701
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I wrote a letter to Freedom Mortgage on XXXX XXXX, 2017 to request removal of the PMI on my mortgage. I attached a copy of the most recent appraisal provided by Freedom Mortgage. The value of the property is {$140000.00} my principal balance is {$110000.00} leaving a LTV of 78.58 % I received a letter in response dated XXXX XXXX, 2017 that stated they were unable to approve my request because my LTV was greater than 80 %. I have written another email dated XXXX/XXXX/2017 to the rejection letter requesting the PMI to be cancelled.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34243
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was refinancing my house and we had a closing date and then I get a call from a different person at the company than I have been dealing with asking for me to cancel a dispute with a company that I had on my credit report when I asked why he got rude and said just do it so I did they sent the appraiser out to my house and that is where things got ugly they started asking me to go to the county and have them change how they have my house listed when I told them that I have tried to do this and they would not change it with out proof of what my house is so i told them that as soon as the appraisal came in and I had the proof I would go back to them with it and and a few days latter they called me and said they canceled the loan so I ask for a copy of the appraisal and they said they had up to 30 days to send it to me about ten days latter they tell me that I ca n't have a copy of it because they canceled it before he did it one person there says they have it one says they do n't the appraiser says he sent it to them
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I contacted Freedom Mortgage because my husband and I had found ourselves in a financial hardship due to a tax debt that we owed to the government. As of XX/XX/XXXX, our loan with Freedom Mortgage was completely current and not in default in any way. We were advised to apply for loss mitigation. On XX/XX/XXXX, we sent in our first loss mitigation application. On XX/XX/XXXX, we were notified via USPS letter, that our application had been received by Freedom Mortgage and was facially complete. On XX/XX/XXXX, a single point of contact was assigned to our account by Freedom Mortgage. On XX/XX/XXXX, we were notified via USPS letter, that our application had been approved for a FHA Home Affordable Modification Program. We were told by Freedom Mortgage that we should no longer make our contractual payment if we wanted to participate in the 4 month trial period payment plan. If we made our trial payments in the months that they were due for the duration of the trial period, then our loan would be permanently modified. We made our first trial period payment in XX/XX/XXXX and made subsequent payments for XXXX and XXXX. On XX/XX/XXXX, Freedom Mortgage sent us a letter informing us that our application for loss mitigation had been denied because our loan did not meet FHA seasoning requirements. When we originally applied for loss mitigation in XXXX, Freedom Mortgage knew but chose not to disclose, that our loan did not meet FHA seasoning requirements. They fraudulently approved us for a loan modification program even though they knew we were not eligible for the program. They processed 3 of our 4 trial period payments. Our loan is now in default and we are behind over {$8000.00}. Freedom Mortgage representative, XXXX, communicated to me on a recorded call that this was an error made by the under writers. She also confirmed that Freedom Mortgage, its representatives and under writers are fully aware of FHA seasoning requirements and are also aware of a clients loan history prior to an application for loss mitigation. She agreed that Freedom Mortgage approved us for a program that we did not qualify for. Freedom Mortgage has been unwilling to resolve this matter for my husband and I. We started this process with good credit and a current loan and now our credit is marred and our loan is in default.
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: 2017-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold fr om XXXX XXXX ( which I 've never had any problems with ) to Freedom Mortga ge. XXXX notified me of the service transfer on XX/XX/XXXX , indicating that the payment switch will occur betwee n X/XX/17 and XXXX . However, FM did not contact, notify, or inform me of how to pay until XX/XX/XXXX - over two fu ll weeks after the service change.
I understand that no late payments can be charged within 60 days of the service transfer, but it is also my understanding that FM had the obligation to notify me of the transfer " no less than 15 days *before* the effective date of transfer ''. I am concerned about having FM service my mortgage given their infamous customer service, accounting practices, lack of professional standards, etc..Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2017-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Greetings, Freedom Mortgage I have been out of work for more than a year. I was on a special forbearance plan with Freedom Mortgage, but I missed a payment due to no funds and the plan was cancelled. I submitted a new request for Loss Mitigation, but was denied due to dti. I had no income at that time. However, I was approved for benefits by Texas Workforce Commission and now have income. I submitted an appeal on XX/XX/XXXX. I never received any calls nor any written communication regarding the appeal. I called Freedom Mortgage on XX/XX/XXXX, for a status update. The rep reviewed my account and stated I was approved for another forbearance plan. I stated I never received a call or written notification, so he stated he would email it to me since I have until XX/XX/XXXX to sign and return. The forbearance he emailed to me was the old forbearance plan, which is expired. I called Freedom Mortgage again on XX/XX/XXXX because I was furious. I explained the fact that I suffer from XXXX and have a XXXX XXXX with no insurance for medication. I have been barely holding on because of fear of foreclosure. The rep stated my appeal was denied and that he was n't sure why the previous rep said I was approved. I informed XXXX I 'd # XXXX, that I needed to speak with a manager. To build my hopes up and tell me everything was fine and my appeal was approved was insensitive, hurtful and has cause me to go into a XXXX XXXX. That inaccurate information absolutely deflated me. I have had to seek guidance from ministers and really trying not to return to the XXXX XXXX. I ca n't afford it this time. XXXX told me that there were no managers on the floor. He showed no urgency to help and I am beyond disappointed with Freedom Mortgage. They never CALL and the only written communication I receive is a letter informing me of a new single point of contact, which is every two weeks it seems. My income status has changed, as well as my debt. I submitted a new request for Loss Mitigation today XX/XX/XXXX. I use to work for XXXX XXXX XXXX XXXX Office of the CEO and President. I use to handle all regulatory complaints from the OCC and CFPB. I have had great experience in the past working with your offices and I hope that it can be a great experience as a customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2017-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX Freedom Mortgage became my mortgage provider. I immediately went to their website www.freedommortgage.com where I made all my monthly payments.
And then sometime in XXXX , I received a letter from them advising me that they were taking back the loan service from a loan servicing company. This did not make any sense or difference to me because my payments have always been made and will continue to be made from the same online portal. My payments have traditionally been due between the XXXX and the XXXX of the month. I have never made a late payment ever. See attached payment history. So, on XX/XX/XXXX I went on the portal and scheduled my payment for the month of XX/XX/XXXX as I have done for all other months prior. Unbeknown to me, that is whe n Freedom Mortgage claimed to have taken back the management of my loan from the servicer. In the process of their transition, that XX/XX/XXXX payment scheduled against my XXXX mortgage was never drafted from my account. All of this was without my knowledge. At the end of the month of XXXX , I submitted my payment for the month of XXXX . That payment got taken for the month of XXXX . In the month of XXXX , I submitted my payment for the month of XXXX , that payment got taken for th e one of XXXX . In the month of XXXX , I submitted my payment for the month XXXX , that payment got taken for the XX/XX/XXXX In the month of XXXX , I submitted my payment for the month of XXXX , that payment got taken for that of XXXX . In XXXX when I submitted my payment for the month of XXXX , the payment got taken for that of XXXX . It was not until the month of XX/XX/XXXX that I realized that the initial payment that I had submitted for the month of XXXX was never drafted that I went ahead and made a double payment for that month. In the meantime , Freedom Mortgage has been reporting my payments as late to the credit bureaus. My question to Freedom Mortgage is this : Was there a payment scheduled on XX/XX/XXXX If so, why was that payment never drafted? Ano ther commons sense question I would like to ask Freedom Mortgage. Why couldnt it dawn on them that in all my payment history, I have never been late and that this is due to their confused transition? My contention is that Freedom Mortgage is unduly penalizing me for what seems to be their own internal confusion and I will like for this to be fixed.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08037
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Several months ago my mortgage was sold t o Freedom Mortgage based in Texas. Some time around XXXX o f 2017 I stopped receiving mortgage statements so I called to inquire. The mailing address on file matched my mailing address and I were assured I 'd start receiving correspondence. Two more calls because still no mail. The third call revealed they were getting the statements returned " undeliverable ''. Two months ago I went online to print off a mortgage statement and the mailing address was in Maryland. Subsequently my identity had been stolen which is another issue altogether that was revealed because the Maryland address was used to try and change my Social Security direct deposit bank and account number. The last call I made to Freedom the girl put a " change order '' in to correct the mailing address. 15 minutes ago I went to print another mortgage statement and the address is still in Maryland. My fear is that there might be someone inside Freedom stealing identities or they were hacked. I asked on the last call and the girl said she did n't have any information about a hack.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44011
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A