Date Received: 2017-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Good afternoon, My name is XXXX im having various issues with my mortgage company " Freedom Mortgage '' this is the second issue with them I paid them {$1600.00} on XX/XX/2017 now their stating that they never received the payments I show them my bank statements and had my bank send over the proof the took the funds out my account..Now they keep calling me asking for the same paperwork they have in systems.. I 'm starting to think someone for the company has been stealing my payments so I call lose my house ... I 'm a fairly new homeowner it 's been a rough year dealing with Freedom mortgage ... They are creating a hardship for me and my family it 's been a long year now going back and forth with them about money ... Please please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am a customer of Freedom Mortgage and I have been since I took out a loan in XX/XX/XXXX to purchase my condo. Since then I have always paid my monthly mortgage payment which includes property tax escrow, on time. However, Freedom Mortgage and its affiliates as holder and servicer of my mortgage, in turn, did not pay my property taxes on time in XX/XX/XXXX and XX/XX/XXXX and miscalculated the escrow amounts. By not paying the property taxes for over two years Freedom Mortgage incurred over {$3800.00} in late fees and penalties and fines. During the time when they did not pay I sent my payments on time to them and their servicer. I was the one who alerted them to the problem in XX/XX/XXXX and they admitted fault and paid the bill. Nearly a year later in XX/XX/XXXX, they assessed me over {$3800.00} in penalties essentially claiming that I am responsible for their failure to manage my property tax escrow. They started taking this money without asking by giving me a monthly escrow overage charge of {$880.00} and overdrew my bank account in the process. They are attempting to collect the fines and overage charge that resulted from the errors made by them, their mismanagement of my property tax escrow funds and general ignorance. I paid them on time but they did not do their job as agreed. They did not pay my taxes. I have contacted Freedom Mortgage in writing by email and at least 20 times since XX/XX/XXXX providing full supporting documentation showing that I have paid and the mistakes made on their part. I also found a string of other errors they made while administering the escrow account. The issue is their grossly negligent miss management of the escrow account on my mortgage and the extortionist manner in which they are now taking money from me which is not theirs. Their response is to ignore me and insist that I have to pay for the property tax and escrow mistake made by them as the holder and servicer of my loan. Sometimes they blame their subcontractors for this mistake, sometimes not, they have stopped returning my calls, they continue to call me with autodialed calls by agents who ignore that a case is open and ignore the facts and they have not given any formal response to my written request after more than 30 days. Furthermore, they threaten to report me to the credit bureaus if I do not pay them the fines resulting from their mistakes. Please keep in mind that they are the ones who should be managing my property tax escrow yet they did NOT pay my property taxes on time for two years even though I sent the money on time each month. Additionally, the people who work there do not understand what the difference is between principal, interest and escrow. These people and company are a menace and someone needs to threaten them back because they treat their customers like garbage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33130
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage was escrowing our taxes and homeowners insurance, but failed to pay our county taxes when due. After receiving a late notice from the county, I called into Freedom and they suggested they were unsure if they were to pay them or not. I called my title company and they recommended I pay the taxes to the county directly, and then work back through Freedom in order to settle this ... but to at least ensure the taxes were paid. I did that - I paid XXXX {$490.00} for our taxes due. I then received a year-end statement from Freedom Mortgage which stated {$490.00} had been paid to XXXX for taxes due. After a series of calls to the County & Freedom mortgage ( XXXX of which included " conferencing '' in both parties to discuss this issue ), XXXX indicated they had sent the funds back to Freedom Mortgage, as the taxes were satisfied, so the " overpayment '' of taxes due was generated back to Freedom. Freedom took 6 weeks to confirm that they did receive the funds back, and it was applied and sitting in escrow. After calling in 3 times to request the funds be returned back to me - I was told a variety of different messages. I was initially told the funds would automatically be sent back to me, but when I had n't received them after 2-3 weeks, I called again. I was told that I could deduct the {$490.00} from my upcoming monthly payment and Freedom would transfer the overage sitting in escrow back to be applied to my monthly payment. I did that on my XXXX payment, and verified that with a supervisor in the servicing department on XXXX/XXXX/17 ( Freedom has record of this call and the conversation ). For my XXXX payment, I paid my mortgage less {$490.00}. I immediately started receiving collection calls, suggesting I had not sent in my full payment. I explained the history and what I had been told, and I was then told no funds could be moved at all until an escrow analysis was done ( basically, all information provided to me previously from Freedom was incorrect ). From there, they stated I needed to make the additional {$490.00} payment or I would receive a late fee. I disputed that and they eventually agreed, as well as recommended an escrow analysis. After 3 more calls, I was told escrow would not release the funds to me as my escrow balance was insufficient. With my annual escrow account statement disclosure statement in front of me, I communicated that the Federal Law states that the lowest monthly balance in the upcoming 12 months should not exceed XXXX, which is 1/6th of the total anticipated annual disbursements from the account, unless my mortgage contract or state law specifies a lower amount. The actual lowest monthly balance on my account was XXXX, which is a XXXX difference. I communicated I would pay the XXXX difference and then have the escrow analysis re-performed, in order for my {$490.00} to be paid back. Freedom is now suggesting I do need to pay the late fee on my account, as well as the {$490.00}. I am agreeing to pay the {$490.00} but not the late fee. This is a servicing issue - and Freedom Mortgage can not seem to communicate consistenly or clearly, nor can they figure out how to appropriately service this situation ... leaving undue frustration, cost, and burden on me as the borrower. I would like a complaint to be opened to investigate the situation and ultimately help me receive the {$490.00} back, as well as waive the late fee applied to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I need to know what it takes to have a company STOP contacting me by mail. Every time I receive some of their junk email, I call the company and they say that will remove my name. A few weeks later ... BOOM! another letter. It 's just JUNK. Yes! I know that all I have to do is simply throw it away, but I know that I can not be the only one being harassed by these people. The company is Freedom Mortgage. They say that it is from their VA Loan Division. What the idiots do not even bother finding out is that the person that they are mailing to ( my wife ), is NOT the veteran. Can you please, please, PLEASE talk to these people, or forward this to the proper authorities? These people are annoying and I 'm sure that I 'm not the only veteran that they are bothering.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: first thing my mortgage started eleven years ago, started through my bank was sold to XXXX right away, i refinanced the mortgage went to XXXX, then over a year ago it went to Freedom Mortgage. My loan hit the 80 % LTV with XXXX long ago and asked they drop the PMI from my loan they said id need another appraisal and to get it down to 78 % so i paid the principal down to 78 % and asked it be removed again and XXXX said no it would only automatically be removed when my scheduled payments reached 78 %, so i asked when is that and they said XX/XX/2017, then over a year ago Freedom Mortgage bought the mortgage, last month they sent me a escrow projection showing me paying PMI another year ( at least ) i asked them to remove the PMI and they told me id need an appraisal.. i sent a response saying i wouldnt pay for an appraisal because not only were my scheduled payments reaching 78 % LTV XX/XX/2017, but that my mortgage is currently just over 72 % LTV. According to what i read about pmi insurance XXXX should have dropped the pmi when i actually hit the 78 % LTV, but my complaint is with Freedom Mortgage, from what ive read on PMI insurance they are clearly in the wrong and violating federal law by not automatically dropping the PMI on their, i shouldnt have to request this and especially not fight with them.. obviously the loan is good standing im several thousand dollars ahead of schedule with no late payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 500XX
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mortgage company was notified of failure to pay property taxes on XX/XX/2017. Multiple phone calls were made trying to find out when a check would be cut. XX/XX/2017 was told it would be paid before the XX/XX/XXXX. Called today XX/XX/2017 and was told it was still being researched and would not be done until XX/XX/XXXX. This is the opposite of what I had been told all month long. Now no one will send me an email stating I am not responsible for penalties after XX/XX/XXXX nor will they confirm when property taxes will be paid. I want property taxes paid by XX/XX/XXXX and if not possible I want in writing stating I am not responsible for ANY FEES OR PENALTIES for lack of timely payment. So any FEES OR PENALTIES after XX/XX/XXXX are the mortgage companies to pay. I need my taxes paid now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77356
Submitted Via: Web
Date Sent: 2017-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company allegedly paid my property tax payment but the XXXX XXXX XXXX N.H. said they did not receive it. The XXXX told me they would put a lien on my property if I did n't pay it immediately. I paid this out of my pocket and I am now out {$1300.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01453
Submitted Via: Web
Date Sent: 2017-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Freedom Mortgage holds the mortgage on my home which is under a short sale contract. I have not paid my mortgage since last XXXX but I have been maintaining the house. I pay the electric, the propane for the furnace so pipes do n't freeze and lawn care. I signed the short sale contract in XXXX of this year and it is sitting with Freedom for approval. Since signing this contract the third party, XXXX, that was hired by Freedom to " preserve and secure '' the home have been removing personal property from the premise and have damaged the home. XXXX had changed the door knob on the outside of the house but broke into the door going from the garage to the family room. The door had a dead bolt and they destroyed the door and frame. I have tried to get in touch with XXXX many times to offer a key but I am always put on an extended hold. Freedom has condoned the removal of the personal property from my shed as a " safety '' precaution. The items taken were my pool filter and extra cartridges, my filter pump, hoses, pool vacuum, skimmer, all the chemicals and the shelving unit that held the chemicals. They have been on the property from XXXX XXXX when the house went on the market up until at least XXXX XXXX, XXXX when the person I have caring for the house did a walk through. At the time of the walk through the person caring for the house noticed that the dry wall ceiling in the basement had been cut out tracing the path of the ductwork to the furnace. He video taped the walk through. This past Saturday, the XXXX representative brought a Work order to remove approx. XXXX cords of cut, seasoned fire wood from the back of my XXXX acre lot - not close to the house. The Freedom Representative said yes - this is a fire hazard. Again, this has been on the property since I put the house on the market in XXXX, XXXX. Also, in the master bedroom walk-in closet the closet organizers were ripped out of the wall. Freedom has sat on my short sale contract so long the first time the people backed out. Now they are sitting on it again. I sent the paperwork in and called to make sure they had everything they needed several times and I was assured that they did. The last day of the thirty days they have to review the paperwork they said they were missing an addendum they needed added. We supplied that paperwork and were told we would have to wait an additional thirty days to get an answer. Again, within in this past thirty days all my personal property started to disappear. The buyers are not getting what they signed up for in the contract because Freedom is sabotaging the sale through XXXX. I contacted my lawyer and he said the third party has a right to enter the house but they are not permitted to remove personal property or damage the residence. They did both. On Saturday XXXX XXXX, XXXX Freedom 's appraiser went through the house and when he left he left the lock box open exposing the key to the world. My neighbors saw the men taking the stuff from the shed and called me. I called the police and when they got there they had to shut the lock box. Freedom Mortgage needs to be held accountable for the loss of personal property and damage. I am filing a criminal report with the XXXX XXXX Commissioners office against both Freedom and XXXX. The house has not been scheduled for foreclosure and again there is a contract on the house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2017-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-27
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I started a refi with XXXX & they had Freedom Mortgage as the banker, I had a credit score of XXXX 6 months ago, with Freedom Mortgage and XXXX telling me for the last 4 months that they were closing and not to pay debt, made my credit score go down. I want to know how a Bank like Freedom Mortgage can lag and cause my score to go down, Also I would like to know how a mortgage Broker XXXX can lag a refi for 6 months, I was having my home taxes impounded and now they are refusing the loan. I must of signed at least XXXX redisclosures with Freedom. I will make up my late payments but I want to know if this place can be sued for damages that they have caused. How can they do this on a FHA Loan to make it drag on?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90630
Submitted Via: Web
Date Sent: 2017-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage misappropriated a refund check from our insurance company to our escrow account to our principal. This was done even though we sent the check with a letter stating exactly where the money was to be placed. They gave us the language to use in the letter. This error was not realized until there was an escrow analysis done and we were notified that we had an escrow shortage. There was no way to access our escrow account on line and we were unable to see the running balance. We contacted Freedom Mortgage and they said they would investigate. Without contacting us they transferred money from our principal to the escrow account. This was an issue as they did not apply it to the escrow shortage account, therefore we were still showing an escrow shortage. This issue took 10 phone calls and 20 hours. We are still paying money to this shortage and we are not convinced that there is an actual shortage because they have not provided evidence. We asked to have our PMI removed and were told we needed to have an appraisal. We have paid for the appraisal from their providerand submitted to Freedom Mortgage. When we call customer service they say that we were approved to have PMI removed from our account on XX/XX/2017. We have received no notification from freedom mortgage. We paid the PMI for XX/XX/XXXX as it was still indicated on our bill. If we did not pay it would be denied as an insufficient payment. Our XX/XX/XXXX mortgage payment still indicates the payment required for PMI and we are still paying the escrow shortage!!!!!!. We have called every day and we are told that they are emailing the escrow department. There is no one to speak to. You can either get a very sympathetic customer service representative who tells you that they are sorry and they know that this is wrong, or you get someone who is very rude. If you ask to speak to a supervisor they put you on the phone with a deescalation member who is not a supervisor. There is no accountability with this company they give empty promises of sending e mails to the department that can help you and than you never hear back. We asked to pay our own taxes and insurance an we were told since our PMI cancellation was approved we were being released from that obligation. When we called to ask why our bill still has us paying taxes and insurance to escrow we are told they may want to wait a few months to make a payment in XX/XX/XXXX? We never speak to a bank official we only speak to customer service representatives who have no definitive answers. This company is a predatory lender they use smoke and mirrors to misappropriate funds and they are not servicing my loan appropriately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11795
Submitted Via: Web
Date Sent: 2017-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No