Date Received: 2017-01-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I filed a bankruptcy in 2016 that was discharged in XXXX 2016. at the time my loan was serviced by XXXX. I have never reaffirmed the debt. My loan was transferred to Freedom Mortgage XXXX 2016. Freedom Mortgage is reporting the mortgage as a current debt on my credit report. Since the mortgage was discharged and I am no longer responsible for the debt it should not be reported on any of the credit bureaus. I tried to resolve this with the credit bureaus directly and they said they could not remove anything since Freedom Mortgage is the company responsible for reporting to the bureaus. This is a violation of Bankruptcy Law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I contacted Freedom Mortgage on XXXX/XXXX/XXXX to inquire as to the status of the PMI being charged on my loan. I was informed that the PMI was scheduled to be terminated in XXXX XXXX. Freedom Mortgage stated that, as of XXXX/XXXX/XXXX my LTV is XXXX. When I stated that my PMI should be automatically cancelled when the LTV drops below XXXX. The rep told me to write an email to Customer Care so Freedom could research the issue, which I did on the same day. My husband called to follow up on XXXX/XXXX/XXXX as we had not received a response to my email. Freedom told my husband that, in order for Freedom to consider our request to drop the PMI, we would be required to secure a new house appraisal at our own expense. Further, Freedom stated that, when making the decision to drop our PMI, they would take into consideration that they do n't have 12 months of payment history from us. My husband noted that this is the XXXX or XXXX time the note has been sold since we purchased the house in XXXX. The information provided by Freedom is in conflict with information provided by CFPB. Our original amortization schedule lists XXXX XXXX as the ending date for the PMI. However, we have paid above the monthly principal due almost every month since the beginning of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2017-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Back in XXXX 2016, we sent a request to Freedom Mortgage for a short sale on XXXX XXXX 's loan. We had trouble with the Servicer getting the Foreclosure postponed. I reached out to XXXX XXXX 's VA Rep for assistance. He has been very valuable in getting communication from Freedom regarding this file. Freedom is now telling us that they will not proceed with a short sale unless they have a purchase price of {$180000.00} which is the XXXX determined by the Appraisal. The Manager that I spoke with this morning named XXXX said that this is VA requiring the purchase price of {$180000.00}. So once again I reached out to our VA Rep and this is what he told me : " Good Afternoon, The net proceeds that need to go back to mortgage company at time of short sale closing is {$150000.00}, not {$180000.00}. If the loan is delinquent, which it is, the servicer will contract-out for property maintenance. These are fees that can be claimed with VA by the mortgage company if the loan is not paid in full ( which this is the case because this is a short sale situation ). Please let me know if you have any other questions. XXXX XXXX. '' this was my response : XXXX, The net amount going to the Servicer is over the {$150000.00}. If you look at the XXXX attached XXXX the payoff to Freedom is {$160000.00}. They will proceed unless we have a purchase price of {$180000.00}, which puts the payoff to the servicer of {$160000.00} XXXX cd attached.Is there anything that you can do to help? '' It appears that Freedom is doing a big disservice to XXXX XXXX 's loan and trying to obtain a higher payoff in a short sale. This appears to be fraud if the VA is requiring a lower amount than the servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2017-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This is a issue with Freedom Mortgage since XXXX XXXX ; I have complained about their lack of procedures to not misplace paperwork. I have complained about receiving computer generated paperwork when in the body of the letter it names either a extension or name of a individual who is not real. I have pointed out even most recently the lack of real customer service and receiving mixed messages from XXXX source to another and those messages are in conflict of each other. Even in this small audit trail within this complaint process there is evidence of every bit of my complaint and now Freedom has served me with a foreclosure document because of lack of actual customer service. This is reference the following complaints via this venue, complaint number Case number : XXXX, and Case number : XXXX. In these complaints I not only complained about a lack of customer support I have proved it by Freedom not responding to fake names or extensions. In the last complaint I sent paperwork to XXXX XXXX whom the post office was unable to locate ; nor did she actually reach out to me. Since XXXX I no longer will speak to Freedom via robot calls because the CSR is never knowledgeable of the subject nor are they in any position to do anything other than demand money. I have been verbally abused by CSR 's and most recently have not spoke with anyone from the company even thought I have requested someone from the team who responds to these messages to call me ; I guess they are too busy with more important matters like responding to these messages and sending foreclosure notices while the response to the CFPB appears they wish to be helpful. Reference my most recent response from Freedom ; XXXX XXXX XXXX acts as if he is being helpful by stating that XXXX of my documents has a incorrect date on it. Instead of calling my home and notifing me about this error he states ; " We are in receipt of your complaint and are happy to respond to your concerns. I have reviewed your complaint and researched the issue regarding your modification request. Your file was sent back because the XXXX was outdated ( XXXX/XXXX/XXXX ). The most recent form is dated XXXX/XXXX/XXXX which is almost a year in advance. Since you do not file income taxes, we decided to move forward with the review without executing the XXXX and deemed the file complete. After the review, it was determined that you qualify for a Special Forbearance Repayment Plan. Your loan is currently due for XXXX/XXXX/XXXX and repayment plan will be able to bring you current within 6 months. An approval letter will be issued to you shortly. '' What would have been a great version of customer care is a phone call that notified me of this, and he waited for a signed document. What actually happened was I received a letter ( attached ) that states I agreed to the terms within the letter and if I miss XXXX payment they will file foreclosure paperwork immediately. XXXX I never spoke to anyone ; secondly if they had called they would have been reminded of my XXXX unit needing extensive work and I was still on a payment plan with a local vendor and will continue to pay off the near XXXX bill for a few more months ; thus I can not agree to their terms. Is it so hard to pick up a phone and call verses what I have lived between misplaced documents lost by Freedom, lack of customer service and now this? A simple phone number to these who respond and I know this matter can be resolved in XXXX phone call. NOt a number to call center but who ever responds to this chain of complaints.
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: 2017-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I obtained a VA loan from Freedom Mortgage corporation during XX/XX/XXXX, my first payment was during XX/XX/XXXX. I have paid the loan each month on time, and many of my payments included an additional amount to be applied towards the principal balance of the loan. Each month Freedom Mortgage provides me a statement that indicates what portion of my payment was applied to interest, principal, and escrow. They also provide a breakdown of the same information for my next payment. It is impossible for Freedom Mortgage to determine in advance how much interest will be applied, unless they know the exact date I will make my next payment. The scheme they have developed is, apply a pre-determined amount to interest, and the remaindered deferred and they apply interest to that unpaid portion of the payment. I figured this out when I called for a payoff of my loan and learned of the large difference between the reported outstanding principal balance on my monthly statement and the actual payoff. I know there is and should be a difference mainly because of the interest that would have accrued since the last payment. My statement balance on XX/XX/XXXX reported an outstanding principal balance of {$220000.00}, however when I called for a payoff, I was told it was approximately {$220000.00}, that is a difference of about {$1400.00}, not the few hundred dollars I would expect, please note that my interest rate is only 2.25 %. The bank should be applying interest based on the principal amount due, accrued interest, and loan interest rate. There should not be a deferral of interest that also accrues interest. I understand how loans work, and how interest is computed, I am a XXXX in the state of Virginia and I knew something was fishy but did not conclude what was going on until I requested a loan payoff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2017-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Since XXXX, I have been charged unexplained fees to my mortgage. On XXXX XXXX I became aware that my XXXX payment came back NSF. At that time, I called and spoke with a representative and paid the past due payment, late charge, and NSF along with a {$15.00} fee to make payment over the phone. When I went to pay my XXXX payment, I noticed their were {$70.00} of unexplained fees in the payment amount. At that time, I called and spoke with a rep who took my payment over the phone and told me the fees would be researched but he would waive the late charge and took my payment over the phone. As of XXXX XXXX when I reviewed my account the amount due was the normal monthly mortgage payment. I have not received a new billing statement as of XXXX/XXXX/17 and one is not available online. When I went to schedule my mortgage payment on XXXX/XXXX/17, the amount due has {$70.00} of unexplained fees assessed again. At this point I am unable to schedule a payment and this will cause my payment to be late because I do not have the {$15.00} to make the payment on the phone. This is causing a huge inconvenience. The mortgage company has still not followed up with me about last month and the fees that were assessed. I am afraid this will become a revolving cycle month after month. I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08060
Submitted Via: Web
Date Sent: 2017-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I RESIDE IN WISCONSIN ; XXXX COUNTY. FREEDOM MORTGAGE IS REFUSING TO PAY MY XXXX PROPERTY TAX PAYMENT ON TIME. THE FUNDS HAVE BEEN PLACED IN ESCROW OVER THE COURSE OF THE YEAR AND FREEDOM MORTGAGE IS REFUSING TO RELEASE THE FUNDS TO ME OR THE TOWNSHIP WHERE I RESIDE. I WAS TOLD IN XXXX THAT THE TAX CHECK WOULD BE SENT IN THE MAIL DIRECTLY TO THE TOWNSHIP ON THE DUE DATE OF XXXX. ON XXXX MY WIFE WAS TOLD BY A FREEDOM MORTGAGE REPRESENTATIVE THAT THE PAYMENT SHOULD HAVE BEEN MADE BY XXXX. FREEDOM MORTGAGE IS NOW STATING THAT THEY NEED TO INVESTIGATE WHY THE TAXES WERE NOT PAID BY XXXX AND SAID INVESTIGATION WILL BE COMPLETED ON XXXX. FREEDOM MORTGAGE IS STATING THEY WILL PAY THE ADDITIONAL LATE FEES AND OR PENALTIES ASSOCIATED WITH THE LATE TAX PAYMENT. THE LATE TAX PAYMENT WILL HAVE A NEGATIVE AFFECT ON MY WIFE AND I CREDIT SCORE/RATING. PLEASE HELP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 549XX
Submitted Via: Web
Date Sent: 2017-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-13
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: In XX/XX/2016 I was contacted by Freedom Mortgage and they offered my the option to refinance my home. The suggested that we go with the XXXX as the was a quick and easy process. Freedom Mortgage continued to state that they were missing information that was provided several different times. After acknowledging that they had received the correct information they then took over XXXX days to get a loan processor assigned. We XXXX months later we finally got to the final stages and I found out my current mortgage was transferred from XXXX to XXXX. I was primsed that the transfer would have no adverse affect to me during the XXXX day grace period. I ended up making my XX/XX/XXXX payment in XX/XX/XXXX as a result of the loan transfer. Freedom Mortgage is counting this as late payment and XXXX refuses to update my records to reflect that the payment was not late in accordance with the loan transfer law. We have tried to resolve this with each bank but both are claiming there is nothing that can be done. I contacted HUD and opened case # XXXX as they claim that FHA guidelines would not block with Refi under these circumstances. I am not in fear that I am going to lose out on my current locked interest rate with Freedom. Freedom has acknowledged their errors to me as well. I did not ask for my loan to be transferred and now I am being penalized as a result. Not to mention, if loan was processed within the time frame promised, I would be in this situation. I feel some of the practices on both Freedom Mortgage and XXXX Mortgage are unfair and deceptive
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 179XX
Submitted Via: Web
Date Sent: 2017-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-11
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I have not been in contact with my loan processor/mortgage broker, XXXX XXXX at Freedom Mortgage Company in XXXX, FL for several weeks. He has not contacted me after I have made several attempts via emails, phone call, voice messages and text messages for a status on my loan application approval. I do n't know if my loan was approved or denied. There has been no phone call or email with a status of my loan. It is approximately 2 weeks before my closing date. At this point, I am left with wondering if myself and XXXX child will be homeless due to the disregard and unprofessional conduct by the loan officer. Also, I have tried to contact the loan officer manager and left him a voicemail. He has not responded back to me either. The last time I spoke with the loan officer, XXXX, he stated he was going to submit my loan on Wednesday, XX/XX/2016 and he had the signed documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33897
Submitted Via: Web
Date Sent: 2017-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-11
Issue: Settlement process and costs
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX, Va XXXX Loan Number XXXX Refinance XX/XX/XXXX Closed XX/XX/XXXX During an audit of my closing documents I found that prior to refinancing the MIP was {$61.00} ( closing XX/XX/XXXX ). After refinancing ( XX/XX/XXXX ) my MIP more than doubled to XXXX per month for 10 years. This is a substantial increase and I should have been informed in writing prior to closing. Due to failure to disclose XXXX x XXXX =XXXX x 10 years = XXXX as opposed to XXXX xXXXX = XXXX x 10 years =XXXX. Therefore due to failure to fully disclose the cost of the refinance and predatory lending, in addition to misleading advertising I am requesting the return of XXXX MIP overpayment. XXXX x XXXX=XXXX x 4 years ( XX/XX/XXXX-XX/XX/XXXX=4 ) = {$3000.00} plus any fees. And a reduction of MIP to its previous rate. Please let me know when I will be receiving a check. Please see attached documents. I was told there would not be any new charges. When I inquired about the deficiency, I received in the mail what I consider a threatening letter from your XXXX Office which basically stated I should be grateful. When I tried to ask customer service about the amount of the MIP they whined and said they did not know. I refinanced from 6 % to 3.75 % and expected to see a 2.25 % ( {$290.00} ) decrease in my monthly mortgage payment. Instead I received only {$100.00} decrease. When I asked what my new monthly mortgage would be I got the run around and in addition I was told the loan would take 30 days - the loan took six months to close from XX/XX/XXXX to XX/XX/XXXX. I said to my self they are trying to figure out a way to defraud and you did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2017-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No