Date Received: 2017-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage did not pay our property taxes out of escrow on time. The bill was due on XXXX XXXX . The taxes were delinquent as of X/X/17 . On XXXX XXXX , I notified them in writing of their error. It is now XXXX XXXX , and we received another delinquent notice from our county treasurer office as well as additional late fees. We are worried their error will affect our good credit ratings. I followed up today, and the representative read me notes that they called our county clerk and were told there were no taxes due. I highly discourage anyone from using this company. I have had to spend over 4 hours in phone calls rectifying their mistake, and I still do n't have my property taxes paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60467
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Reference prior Case Number XXXX Submitted XXXX XXXX Freedom Mortgage Responded XXXX XXXX , XXXX Freedom Mortgage admitted its error. Submitted information to the credit reporting bureaus in an attempt to undo the damage that it had done. Refunded the wrongfully collected late charges and claimed to have corrected the error, which began in XXXX XXXX . Here we are, nearly a year later. The error that was supposed to be corrected is n't. Freedom mortgage continues to charge me late fees, report false and defamatory information regarding my credit to the bureaus, and CONSTANTLY CALLS ME with people who have no clue what 's going on and want to start the conversation at squar e one . I will be filing a lawsuit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44256
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: freedom mortgage, raise my payment XXXX a year more with out explaining why. when i call them usually the first rep agrees there is a problem and cant figure why there are charging me XXXX a year more on my escrow account, i have talked a few times with the city about this and they say my taxes only went up XXXX for the year and tell me my mortgage co is the problem, my inssurance hasnt increase either, so fereedom morg. flag the problem for investigation twice so far and keep saying there is a short somewhere, but cant figure out where, esspecailly since i have not had any increases of suggnificants, i have ask them several times for a letter explaning this increase, but i get no responce. freedom mort. recently took over my mort from another company. i had no choice in the matter, so somewhere they XXXX up keep saying there is a short somewhere but cant tell me where ( i have called over 12 times n ow ) this exra XXXX a month is becomiong a burdon on my family. do i have any rights? can i sue them?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53913
Submitted Via: Web
Date Sent: 2017-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I tried to find out what the payoff was the said it was a fee involved which was not disclosed by freedom financial. They would not accept the certified check for the payoff and are going to charge me a late fee because they did not accept the certified check I just wanted to pay for my house. I sent them a check for XXXX on XXXX XXXX XXXX and was told it was not acceptable on XXXX XXXX XXXX and was refused to be allowed to talk to a supervisor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint Against : Freedom Mortgage XXXX , TX Unfair reporting of late payment by Freedom Mortg age. This complaint arises from a dispute w ith Freedom Mortgage whereby the Real estate taxes were increased in the County we live in. F or ten ye ars we have been paying our mortgage on time without any late payments. My wife and I signed on a third party company to automatically pay our mortgage. In XXXX XXXX there was a {$150.00} shortfall due to the increase in our taxes . Freedom Mor tgage received our regular payment of {$2200.00} through XXXX XXXX on a timely schedule through XXXX XXXX . Freedom Mortgage contacted by letter to notify us of the {$150.00} shortfall and my wife made arrangements to pay the balance of {$150.00} over the phone. Freedom Mortgage took the payment but never collected the money from our bank ( XXXX XXXX ) on time. The money was subsequently returned by our back because of non-collection. My wife made a payment over the phone on XXXX / XXXX / XXXX and the money was collected by Freedom Mortgage. Subsequently in looking at our credit score Freedom M ortgage reported our payment as late. We notifie d Freedom M ortgage of this negative reporting, and asked them to reverse it, but they said that they could do nothing about it. We feel tha t Freedom Mortgage is unwilling to rectify the situation. We tried to send the additional payment to Freedom Mortgage on time but feel that they dragged their feet in collecting t he money. It was't our fault because we did all we could to make sure they were paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21045
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has harassed us for months about non required flood insurance. Our property was rerated and THEY sent us a letter stating so yet they have no record. THEY called the company who verifies flood information and sent us the letter included. Thought this was a done issue, but Freedom has no clue what they doing. Tired of the threats of putting forced coverage which would be against FEMA regulation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am late ... almost 30 days. I went online to make payment. Wo n't let me pay just the past due amount. Its totally impossible online and with their phone system. The ONLY w ay to pay is my past due amount AND next month which is n't technically due or late yet. I either have to make 2 payments or have a 30 day late. This does n't seem right to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2017-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been in communication with Freedom Mortgage since XXXX XXXX seeking PMI to be removed from our account. We are VERY frustrated Freedom 's lack of communication and incorrect information. In XXXX XXXX I contacted Freedom to request that our account be reviewed for the PMI to be removed. I was told that was had to pay for an appraisal out of pocket. On XXXX Freedom sent a letter saying that we needed to use XXXX Services and pay {$470.00}, which we complied. The appraisal was completed a few days later by XXXX XXXX , who while on our property stated that {$470.00} is WELL-above what he charges for an appraisal. On XX/XX/XXXX a denial letter was sent to us, stating that our property appraised for {$360000.00}, which was less than 1.5 % above the required 75 % XXXX mark. Freedom ( and the XXXX ) did not even provide me with a copy of the appraisal. On XXXX I emailed the following to Freedom : " Good morning, We formally requested that at PMI be removed and as such, paid {$470.00} for an appraisal via a company of Freedom Mortgage 's choice. We received a denial letter in the mail yesterday but have NOT received the actual appraisal report. I a m formally requesting a copy of the appraisal report ( including comps used ) sent to us since we paid for it. Additionally, I would also like to be provided with the information on how to appeal the findings. Per the letter, we are less than 1.5 % away from approval. The appraised value is also very low based upon very recent sales in our community of well over $ XXXX and all of our home 's upgrades. Please send me the report and appeal information. '' On XX/XX/XXXX a letter was sent to me with a copy of the appraisal but Freedom failed to send me the process to appeal the appraisal and decision. Once again, I called Freedom Mortgage. This time I was spoken with terribly ( and incorrectly ) fro m a customer service agents, XXXX . I called back shortly thereafter and spoke with another representative, who had the appraisal sent to me again, but still no appeal process was explained. I called yet again ( also in regards to a change in XXXX XXXX XXXX ) and a representative advised me to send an email appealing, which I did on XXXX On XXXX a letter was sent to me stating that XXXX has 30 days to respond. As o XXXX XXXX XXXX XXXX this issue still has not been resolved. Furthermore, on XX/XX/XXXX Freedom sent us a letter in regards to an XXXX XXXX that we do not even have. As such, I called Freedom yet again! At this point, I was told that the FHA letter was sent by mistake. This of course was yet another huge concern with Freedom Mortgage, as not only are we not getting answers, but also being sent incorrect information. That same representative also told me that we are in a " gray area '' because with the current appraised value of $ XXXX that in approximately XXXX XXXX the PMI will fall off anyways as we would then hit the required 75 % XXXX . I also inquired about the escrow analysis as I knew it would occur in XXXX , yet was told by the representative that Freedom ONLY does escrow analysis in XXXX . I also called Freedom again on XX/XX/XXXX inquiring about my " 30 day '' response to my appeal and was told that Freedom h ad until XXXX to respond but due to all of the inaccuracies it would be escalated to a three-day response. Yet, I STILL do not have an answer. On XXXX we received the escrow analysis in the mail. Again, when I questioned it taking place in XXXX , I was incorrectly told it would happen in XXXX . Another example of inaccuracies from Freedom Mortgage. Upon receipt of the escrow, I called to inquire about that, as well as my pending PMI appeal that we do not have an answer to. I was told that a letter was mailed on XXXX ( which we have not received ). The representative read the letter aloud to me, which does not even address the actual appraisal just the fact that XXXX was not met. Furthermore, he told me that we are roughly {$4000.00} short ( need to hit $ XXXX ) and that this is due by XXXX as the appraisal is set to expire then. I was flabbergasted by this as an appraisal expiration date/deadline has NEVER been mentioned ; it is no where on the actual appraisal nor on any of the letters sent to us by Freedom Mortgage. He also told us that after XXXX , our appraised value will " reset '' to the sale price of $ XXXX and we would be forced to pay ANOTHER {$470.00} to continue the process of PMI Removal. That is unacceptable, especially since Freedom has repeatedly failed to respond in a timely manner or accurately. I was also told that I had to call iMortgage services myself to appeal the appraisal. Yet, when I did so via email, I was told that the information was once again incorrect, that ONLY the lender ( Freedom ) can order an appeal. As such, I promptly made Freedom aware of this. I also threatened to file a complaint against Freedom mortgage with CFPB and the XXXX . At which point, I was able to speak with XXXX in the NJ Office and XXXX in the XXXX Office. Both staff members assured me that our apprais al would be appealed. On XXXX / XXXX / XXXX , XXXX assured me that she would personally monitor our case, as well as provide me with a phone call update. Furthermore, she called a second time and stated that in order to appeal the appraisal, I needed to provide Freedom with a list of neighborhood comps. This was alarming and disconcerting to say the least, especially since we are not real estate professionals. No guidance or direction was given. As such, we researched XXXX as that is the only public access we had to recent sales. We provided them with the following : " Per a phone call from Escalation Specialist, XXXX , we have now been requested by Freedom Mortgage to provide our own feedback in regards to the Appraisal. As such, our comments are as follows : Neighborhood Comps have continued to rise during XXXX with recent similar sales ranging from $ XXXX . XXXX XXXX XXXX ( comp # 6 ) listed on our appraisal as a supporting comp, but it is curren tly sales pending at full asking price of $ XXXX . We question why comp # 4 ( XXXX XXXX XXXX ) was not used as comp # 3 ( XXXX XXXX XXXX as it is a more recent sale ( XXXX XXXX vs. XXXX XXXX ) and would have more weight in the appraisal, since comps XXXX are simply supportive. XXXX XXXX XXXX XXXX XXXX with pool sold on XXXX / XXXX / XXXX at $ XXXX . XXXX XXXX XXXX XXXX , which is a XXXX patio home, sold on XXXX / XXXX / XXXX for XXXX . XXXX XXXX XXXX XXXX XXXX a BANK-OWNED XXXX that sold on XXXX / XXXX / XXXX for $ XXXX . XXXX XXXX XXXX was a XXXX with no pool and original finishes and sold for {$340.00} on XXXX / XXXX / XXXX . Based upon increasing neighborhood values AND our over {$40000.00} in recent upgrades to our home, we kindly request that our appraisal please be re-reviewed. Additionally, after speaking with Escalation Specialists, XXXX XXXX XXXX , we received a phone call, an email, and the attached letter last week the mail directly from Fre edom Mortgage in an attempt to change our current terms to a " Ca sh Out Refinance ''. On the attached document, Freedom Mortgage clearly states that our Estimated Home Value is {$3 70000.00}. Please let us know if you have any additional questions or concerns. We look forward to hearing from you for resolution in the VERY NEAR FUTURE. '' On XXXX / XXXX / XXXX , we received a standard letter stating that concerns were added to the appraisal addendum but value had not been changed ; PMI Removal Denied. I promptly followed up with yet another phone call to Freedom. We were provided with a copy of the appraisal and new comm ents, which stated that the comps we provided were n't active at the date of the appraisal and hence were n't accepted. Should n't some direction been provided to us? Information that we were asked to provide was now being used against us. Adding insult to injury, during this XXXX debate, Freedom has repeatedly called, emailed, and mailed us correspondence trying to get us to refinance with them to a much higher interest rate. Furthermore, on their own documentation, they clearly state that they estimate our Home Value to be {$370000.00}, which coincidentally is enough for the PMI to be easily removed. On XXXX I once again spoke with XXXX asking for answers and resolution. She advised me to email Freedom over the weekend with my concerns, which I complied : " Dea r Freedom Mortgage Customer Care, Per the receipt of a letter dat ed XXXX denying our request for PMI Removal and multiple phone calls with your Customer Service Representatives , I am writing to dispute the following : Due to lengthy delays on the part of Freedom Mo rtgage, this process has gone on for XXXX months now ( we started the initial request in XXXX XXXX ). Most recently, I was requested by XXXX to provide our own neighborhood comps to dispute the appraisal. I did not promptly, without being a licensed real estate professional, based upon what information I could find on public real estate websites, which is clearly a disadvantage. Now, I am told that this information that I provided is being used against us. In fact, I have been asking for the appraisal to be reviewed from the very start, yet Freedom repeatedly failed to do so. I dont even know if the XXXX even looked at our info and/or reordered the comps as requested, as all we were provided was a standard letter saying XXXX XXXX . Furthermore, while we have appealed this process, XXXX has continually repeatedly harassed me to refinance our mortgage with multiple phone calls, emails, and mail solicitations ( see below ) on a daily basis. Even more insulting is why the question appraisal states that our home value is only {$360000.00} ( which is well-below neighborhood comps ), Freedom repeatedly provides me with documentation stating that our Estimated XXXX XXXX is {$370000.00}. I also received a XXXX from XXXX XXXX XXXX # XXXX who stated she had received our updated home value and to call her back to discuss. I promptly did so, thinking it was related to our PMI Appraisal. Unfortunately, I discovered quickly that it was a cold call from Freedom once again asking me to refinance. Over these past 5 months, neighborhood comps have continued to rise, which was provided in the email on XXXX / XXXX / XXXX . Since that time, XXXX XXXX XXXX XXXX is now listed at {$400000.00} and XXXX XXXX XXXX XXXX is listed at {$380000.00}. While I understand that these are listings and not sales YET, they are indicative of our homes value. Should we decide to list our home, I have no doubt that it would be listed within that range as well. I was told by a representative in XXXX that our Appraisal will expire on XXXX / XXXX / XXXX and that our home value will Reset to the original sales price of $ XXXX . Is this accurate or not? No one seems to be able to answer this question, that I have asked on each and every phone call since. Based upon the recent denial ( which we STILL dispute ), what are our options? Those have yet to be explained to us ; all XXXX provides us with is a standard denial letter. At this point in time, I am requesting answers in regards to whether or not our appraisal expires on XXXX as well as our options. Additionally, I am also requesting for XXXX Mortgage to order AND pay for a new updated appraisal. This is based upon the lengthy delays, inaccurate information repeatedly provided ( esc row information, FHA letter, etc as documented in emails on XXXX / XXXX / XXXX and XXXX / XXXX / XXXX ) and overall failure to resolve this issue in a timely manner or at all. Please also note that during our appraisal, the XXXX asked me how much we paid XXXX {$470.00} ) and he responded with a smirk that the amount is MUCH higher than what he charges. As such, I am not willing to pay another {$470.00} out of pocket, as that is even dishonest, much like this entire process. Furthermore, I am moving forward with filing a complaint against Freedom Mortgage with the Consumer Financial Protection Bureau and Better Business Bureau. Thank you. I look forward to a phone call at # # # - # # # - # # # # with answers on how to resolve this matter promptly. '' XXXX assured me that she would follow up. She called again on Monday and said my email was received and she would return my call by XXXX / XXXX / XXXX . As of XXXX / XXXX / XXXX , I have not heard from her about resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2017-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was sold to Freedom Mortgage. I refinanced the loan with another lender on XXXX XXXX , 2017 . My Freedom Mortgage statement ( online and received by mail ) shows the loan being paid off in full on XXXX XXXX . On XXXX XXXX , Freedom Mortgage drew a mortgage payment from my bank account. This is after the refinance was completed and my account was paid off. My Freedom Mortgage statement shows that Freedom Mortgage reversed the draw on the same day, XXXX XXXX . However, I did not receive the payment in my bank account, and have not received a check or other payment in the two weeks since that date. I have called and talked to their " customer care '' agents, checked with my bank, sent Freedom Mortgage my bank statement as requested showing that the funds were not returned to my bank account, and asked Freedom Mortgage to properly reverse the transaction and return the funds to my account. Freedom Mortgage is telling me that they need to research what happened to the funds, and that they will have an answer fo r me ( but will not necessarily return my money ) by XXXX XXXX , ano ther two weeks. I have asked them to return my money while they research what happened to their transaction, but they have refused to do this. I have been unable to speak to a supervisor or manager. They have repeatedly put me off, telling me the supervisors are in a meeting, the managers do n't get on the ph one, the cash person they need to check with is at lunch, they will have to call me back. They have effectively stolen money from my bank account by withdrawing it after my debt with them had been satisfied, and they are refusing to immediately correct this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to make my XXXX payment but Freedom Mortgage is refusing to apply the late Fee 's I have paid correctly, they are holding the money as stated by them. I have the Money for XXXX and XXXX but I refuse to pay the ext ra 5 late paym ent 's when I have already done so, they refuse to apply to my account and are trying to extort an extra XXXX dollar 's that I should n't have to pay. Every time I call them they make up a different story as to why they refuse to apply the late payment 's, I was current as of XXXX 17 and they said they would apply the late payments once I was current which is a lie sense I was current on XXXX 17. They keep making a reference to a fee that they say was wave in XXXX which is also a lie as I made a deal with their customer service if I post dated a payment they would charge me a XXXX dollar Fee instead of a XXXX late charge as stated by their customer service rep. When I asked them to give me the recording of the call where I agreed to pay the XXXX Charge instead of the late fee they refused to get me the call. Freedom Mortgage is basically trying to force me out of my loan and not except the correct payments. I believe they make up policy 's when ever they feel like it, why was n't the late Fee 's applied when the loan was current on XXXX 17. They should be investigate for fraudulently keeping the late fee 's and not applying them correctly it 's a scam to get extra out of people they are illegally holding money to force my loan into default, when I am willing to make the XXXX and payment with out the extra late fee's.Customer service is just rude and has no desire to find any kind of resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98002
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A