Date Received: 2017-03-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/XXXX my property, located at XXXX, XXXX, SC was reassessed by the XXXX, South Carolina Tax Assessor 's Office. On XX/XX/XXXX a CORRECTED copy of the tax notice was sent to Freedom Mortgage, the mortgage company that services my home mortgage. On XX/XX/XXXX, Freedom Mortgage paid {$1200.00} from my escrow account for the property taxes owed on my home. The amount paid was the amount of the ORIGINAL tax bill, and not the CORRECTED tax bill which was sent to them on XX/XX/XXXX. The XXXX Tax Collector held on to the payment of {$1200.00} until the middle of XX/XX/XXXX at which time they returned it to Freedom Mortgage. It was returned because it was not the correct amount that was due. The amount due was {$1300.00} because of the reassessment of my property on XX/XX/XXXX. On XX/XX/XXXX I went to the Tax Collector 's Office and was informed that the amount due was {$1500.00}. There were late fees that have now been added on to the account. I had been in telephone contact with Customer Service Representatives of Freedom Mortgage on XX/XX/XXXX and was told to outline the problem in writing and FAX a letter to the tax department so that it could be researched. I wrote a letter on XX/XX/XXXX and FAXed it to the Tax Department at Freedom Mortgage. I called the Tax Collector 's Office on XX/XX/XXXX and they have not received the payment. I telephoned Freedom Mortgage on XX/XX/XXXX and was told a disbursement of {$130000.00} from my escrow account was made on XX/XX/XXXX. The Customer Service Representative stated it should be resolved by XX/XX/XXXX. The account will be DELINQUENT if not paid by tomorrow, XX/XX/XXXX and the amount owed to the Tax Collector of XXXX, South Carolina is going to increase to an amount higher than the current {$1500.00} that is now due. I am attaching a copy of the letter I FAXed to the Tax Deparment and the documents I received from the Tax Collector of XXXX, SC on XX/XX/XXXX. It should not take six weeks to research a simple tax payment issue. The letter that I sent to Freedom Mortgage has a date of XX/XX/XXXX, but the year was incorrectly typed as it was typed and sent in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29576
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our home was purchased in XX/XX/XXXX. It is a New construction home purchased from XXXX, XXXX was our original Mortgage Lender. We put down More than 20 % on a Conventional 30 year loan. We waived Escrow for our Property Taxes, but Escrowed our Homeowners insurance. The loan was sold to XXXX before the first payment was due. XXXX only had our loan until XX/XX/XXXX, and it was sold to Freedom Mortgage. Our first payment to Freedom Mortgage was made XX/XX/XXXX. We Paid every month on time, and also paid XXXX Extra mortgage Payments over the last 2 Years. Our property Taxes were all paid including the Interm Tax for new Build, ON TIME IN FULL. In XX/XX/XXXX we received a letter from Freedom Mortgage that our Escrow account was Short and that they have paid our County/Local Tax in XX/XX/XXXX ( I paid them in XX/XX/XXXX ) and that they paid our School tax in XX/XX/XXXX ( and they werent due until XX/XX/XXXX which is when we pay in XX/XX/XXXX ). They were increasing our payment from XXXX to XXXX to make up for these shortages. I Immediately called the Local Tax Collector to confirm we were still listed as the address to bill taxes, and we were, and she had NO record that the County/Local tax was never paid by Freedom Mortgage they only Had record of my payment made XX/XX/XXXX. They did have record that Freedom had paid the School tax in the amount of {$3200.00} in XX/XX/XXXX. I then called Freedom Mortgage, they advised me to send payment to them for the School tax reimbursement Which I did on XX/XX/XXXX. Which still resolved nothing, since that time they have been allocating our payments incorrectly. We continued to pay our NORMAL monthly payment of XXXX as they had NO basis to force escrow. our taxes were paid on time, in full ... .and we are at a 65 % LTV . They are now claiming we did not make payment for the month of XX/XX/XXXX which I sent bank statements showing we did, and they were placing our funds in Un-allocated funds, which has messed up our Amortization and possibly our Credit Score. I have spent countless hours on the phone w/ Freedom Mortgage Customer Care and they are less than helpful. Freedom has admitted they were wrong about the taxes, Has adjusted our Monthly payment back to XXXX but Funds are still not correct from XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: i was told when i initiated this mortgage that bi-weekly payments would be credited when made thru autopay. i now find out that is not true. although i made payments on the XX/XX/XXXX and XX/XX/XXXX, the payment made on the XX/XX/XXXX was not credited to my principle until the XX/XX/XXXX. had i known this i would never have done business with freedom mortgage. i will certainly never do business with them again and would recommend to anyone i can to avoid freedom mortgage. dealing with freedom after closing has been a very unpleasant experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30121
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage will not remove our PMI even though our LTV is below the 78 % required amount. We call and call, we get hung up on when supposedly being transferred. We do n't know where to turn.
Company Response:
State: IL
Zip: 60515
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a FHA loan with Freedom Mortgage and my mortgage insurance was scheduled to fall off on XX/XX/2017 I have called several different times to confirm this date. I 've been staying one month ahead on my payments so last month I called because I was wanting to make my XXXX payment, but the online site was still showing the mortgage insurance was still included on the payment. So I called a customer service agent with Freedom Mortgage who checked and verified the date of XX/XX/2017 and stated that was correct, and that the online site had just not updated yet since I was a month ahead, and told me my payment would go from {$420.00} to {$380.00} so if I wanted to I could go ahead and pay the {$380.00} and that it would probably be better to mail it than pay online so she mailed me out another statement and said it would't hurt to make a note on it that the mortgage insurance was due to fall off on XX/XX/2017 I was paying for XXXX so it was no longer due and that this was my new amount. Well I decided to just wait and let my payments catch up and it would update on it 's own, So I received my XXXX bill and it still does n't reflect the amount that is to fall off. So I call again on XX/XX/2017 and that agent tells me that I need to request for the mortgage insurance to remove in writing and mail or fax it to them. That really upset me, I told her I just spoke to an agent the previous month & what she had told me, so she said she would talk to her supervisor to see about having it expedited. when she returned to the phone she said her supervisor stated that the mortgage insurance payments ran a month behind so I would have to pay them for XXXX and it should be updated before my XXXX payment.I told her I did n't agree with that that a date was set of XX/XX/2017 and that should be the date they honor & that I would find someone to check into this matter for me to see if what they are saying is true or not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46970
Submitted Via: Web
Date Sent: 2017-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We escrow our taxes through our mortgage company. We got a notice that our house was going to Sheriff Sale for failure to pay taxes. Freedom Mortgage claims they sent in the taxes but the county never received them. When we called to find out what was going on the customer service representative said it had to go through their tax department who can not take incoming calls! Can not take incoming calls?!?!? ITS TAX SEASON Freedom Mortgage is screwing us out of a deduction and they are telling us that they will respond by XX/XX/XXXX. A little passed our tax deadline. We then find out that they sent the payment to the wrong account number to the county. They hold the mortgage to our house and do n't even know where it is! We can not get any resolution to the problem because we ca n't speak to any one in the " tax department '' they have to " call you back ''. This is absolutely the most ridiculous thing I have ever heard! We are going to lose a tax deduction and are going to have to pay penalties for late payment and the best they can come up with is the tax department has until XX/XX/XXXX to respond? We have no where else to turn. These folks seem to think we have hours to spend on the phone trying to get answers! This is a very frustrating issue!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been getting unwanted sales calls from my mortgage company, Freedom Mortgage. They are trying to pressure me to go further into debt with them by taking out a second mortgage or a home equity loan. I told them that I did n't want to receive these sales calls, but they keep calling anyway.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94063
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/XXXX I refinanced my VA home mortgage with XXXX XXXX XXXX XXXX in the amount of {$220000.00} with a monthly payment of {$1000.00}. ( See enclosure BBB_ Complaint Case ID # XXXX ). This mortgage was subsequently purchased by Freedom Mortgage Company. As you can see from XXXX I have been paying {$1400.00} every month on time. Then in XX/XX/XXXX my payment was raised to {$2200.00} ( See XXXX ). I contacted Freedom Mortgage and they told me the increase was caused by a mistake at the XX/XX/XXXX settlement on the amount of property taxes and that they were going to spread the " arrears '' out. A new payment in the amount of {$1900.00} ( See XXXX ). I filed a complaint with the Better Business Bureau and Vice President XXXX XXXX XXXX confirmed the increase was due to a mistake at settlement. ( See BBB_ Complaint Case ID # XXXX ) Therefore due to a mistake at settlement and that mistake not being caught by XXXX or Freedom Mortgage, my monthly payment has increased by {$480.00}. I feel this is either incompetency or the part of XXXX mortgage companies or a predatory loan I never would have agreed to in 2015
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage is not calculating my monthly escrow payments appropriately. As a result, when it is time to make payments for taxes and insurance my escrow account is short. This is not a result of taxes or insurance increasing as my taxes stayed the same and my home owners insurance only increased by {$50.00} for the year. My escrow account is short approximately {$500.00} and they can not offer an explanation as to why. My frustrations are fueled even further by the fact that this is the second time this has occurred. I need to know why there is a shortage and what can be done to prevent this in the future? Lastly, I would like to point out that the damage has been done for this year as we will now have to pay extra on our monthly escrow payments to make up for the shortage. This clearly could have been avoided if we had been given the appropriate amount to pay each month instead of what seems to be some kind of made up amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received a 'Notice of Rights to Cancel PMI ' from my mortgage company. I emailed them on XX/XX/XXXX to dispute that they told me I was not eligible when I called. Their reasoning on the phone was that my loan was not old enough and would need to pay to get an appraisal, however my broker said since I have invoices of work completed on my house to backup the increase of value when I had an appraisal done at refinance in XXXX that I should qualify to have it removed without needing appraisal. At the time of my call my mortgage balance was XXXX % of the scheduled value- and the letter states that once it reaches XXXX % if should automatically terminate. I emailed Freedom Mortgage copies of the contract for improvements completed in XX/XX/XXXX, a copy of the refinance appraisal from XX/XX/XXXX, and a copy of PMI rules sent to me by my broker showing that since I made improvements I should not need a new appraisal to be eligible to have PMI removed. I received a letter dated XX/XX/XXXX that I would receive a response within XXXX business days but still have not received any response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08012
Submitted Via: Web
Date Sent: 2017-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No