Date Received: 2017-01-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My Broker and I contacted a manager at Freedom Mortgage on XXXX/XXXX/XXXX asking about if they would be sending the XXXX Tax payment in. We were told that it was to be mailed out on XXXX XXXX, XXXX, upon which we told them that that would cause it to be late. I told them that I would go and pay it so that my loan would be able to be closed. I did and have copies of the paid receipt from XXXX XXXX XXXX XXXX office and also the front and back of the check. I contacted Freedom Mortgage on XXXX XXXX, XXXX and told them that I had paid the taxes personally and they said that they mailed the check to the tax office on XXXX XXXX, XXXX. I contacted the tax office on XXXX XXXX and they had not seen anything from them. I called Freedom again on XXXX XXXX explaining the situation again and this time was told that they see there was a stop payment put on the payment and to give it 14 days. I called the tax office again today XXXX/XXXX/XXXX and they still have not seen anything from this company. I have sent XXXX emails, with no response, but have received a letter from them on XXXX XXXX and again on XXXX XXXX saying that they are reviewing the information that I provided. The loan closed on XXXX XXXX and they have been paid in full. I just want to get my {$1500.00} back that I overpaid. I feel like I 'm getting the run around. They have had everything they need to resolve this issue. Thank you,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95492
Submitted Via: Web
Date Sent: 2017-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am in the process of a deed in lieu foreclosure with Freedom Mortgage company. We were told XX/XX/XXXX that we qualified for this type of foreclosure and that the final paperwork was in the mail for signatures. Weeks passed with no word from Freedom and no papers in the mail. I called XX/XX/XXXX to let them know the paperwork never arrived. At this time I was told that Freedom could not proceed without the DMV title. I informed Freedom that there is no DMV title, as it is not a mobile home. It is on a brick foundation not on wheels. We informed Freedom further that we have a VA loan and VA loans can not be obtained on mobile homes, the home has to be on an actual foundation. Therefore this should n't even be an issue. Today Freedom said that the 'title ' says its a mobile home, and that if it is not a mobile home then I need to go to the DMV and fix it. There is nothing to fix at the DMV nor can the DMV give me any paperwork because there is no title, there never was a title because it is not a mobile home. I also asked if they have a so called 'title ' why did they ask me for a title XX/XX/XXXX? No one could answer me. Ive been transferred all over to various Freedom employees and no one can help me because it is underwriting who makes the decisions. The people that speak to me are only relaying what underwriting says. I am also told that it is impossible for me to speak with underwriting. Freedom refuses to finish the foreclosure because of the 'missing title ' which does n't exist. I am unsure how to proceed as I can not produce paperwork that never existed to begin with. Freedom also did n't have the title when they obtained our loan from a different company, nor when they refinanced us from an arms loan to fixed rate loan a few years ago. It is my understanding that if a title existed for our home they would have also needed the documentation at those times. They could n't have had it either of those times either since it does n't exist and I did n't provide it. There was also no title exchange when we bought the home, nor the owners before us, nor the owners before them ( we 've gone through the real estate records trying to find it ) All this is on top of spending over a year trying to sell our home via short sale. Freedom refused to process our request for short sale. They repeatedly lost paperwork and sat on paperwork until it expired, dragging out the process so long that we lost our buyers. After loosing our buyers we decided to just turn over the property and accept the financial repercussions. This whole process has been going on for almost two years and ruined our financial standing all we want is for Freedom to take the property and let us move on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28532
Submitted Via: Web
Date Sent: 2017-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our family was part of a trial payment program to qualify for a loan modification with Freedom Mortgage the company. During the trial period until the final approval and modification of the loan we made all proper payments on time. We have been referred to the credit bureaus as late payments for the entire trial and approval process. This issue has damage my credit score to the lowest point. Freedom Mortgage did not inform me at any time that this entire process will be reported as being a late payor. I have called several times to get this disputed and I am always being told that it will be under review with no solution. Can your team help us clear this issue
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90260
Submitted Via: Web
Date Sent: 2017-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-10
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My ex husband bought a home in XXXX of 2013, using his VA loan. The bank he went through is called Freedom Mortgage. This house was bought in New York. I noticed the house has been put on my credit. I was no where on the loan agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75050
Submitted Via: Web
Date Sent: 2017-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This a request for reimbursement of {$21.00} from Freedom Mortgage as well as a request for a review by the appropriate authority of a questionable business practice on the part of Freedom Mortgage that likely results in impacts to many unknowing mortgage customers. The background follows : I sold a property at XXXX XXXX XXXX, XXXX, CA that had a mortgage with Freedom Mortgage. The business address and contact information provided for Freedom Mortgage on my previous mortgage statements is as follows : XXXX, XXXX, TX XXXX. The property transaction closed on XXXX XXXX, 2016 and I am providing the closing statement. Upon close inspection of the closing statement, I discovered that I had been charged a late payment fee by Freedom Mortgage that they received as part of my loan pay-off. Because I knew that there had never been a late payment on this loan, ( and I did double-check that all previous mortgage checks had cleared appropriately ), I called Freedom Mortgage to have this addressed. Freedom mortgage staff verified that I never had a late mortgage payment on my account. After verifying that I have never had a late payment for this mortgage, I had numerous discussions with Freedom mortgage staff trying to be reimbursed for the late fee that was applied in error. At first, I was told by Freedom Mortgage staff that the late fee appeared on the estimated closing statement " in case '' there was a future late mortgage payment, but that the final closing statement did not include it. However, I pointed out that the final closing statement I held in my hand did indeed include that late fee. After being run around to numerous departments, Freedom mortgage staff finally did acknowledge that there was an error and put in an " order '' to have me reimbursed. However, nobody apparently followed up on this " order. '' To date, I have not been reimbursed and have made numerous follow up calls, but no one has been able to resolve this or provide an explanation. On XXXX XXXX alone, I invested approximately 1-1/2 hours trying to resolve this. I also had a follow up call of over 20 minutes on XXXX XXXX and several calls in between. My mortgage escrow reimbursement for the loan closure did not show reimbursement of this late fee. As well, numerous discussions I had with staff trying to resolve this issue occurred after receipt of my mortgage escrow refund check, so I do not believe it was resolved through the escrow reimbursement. At this point, the extra-ordinary amount of time I have had to spend to right this situation is not worth the {$21.00} I stand to be reimbursed. However, I am livid over the terrible customer service, the fact that I am still owed {$21.00} with no explanation why I have not yet received reimbursement, and especially the unscrupulous business practice of including a late fee on a payoff statement " in case '' there is a future late mortgage payment. Please keep in mind that there was never a late payment on my account, that the escrow in question was originally scheduled to close on XXXX XXXX, 2016, and the fee applied " in case '' was for the XXXX, 2016 mortgage payment. Even though the property sale closed on XXXX XXXX, 2016, this was still well in advance of XXXX XXXX, 2016, the first date when a late-payment fee could have possibly applied on this mortgage. I wonder how many other consumers may have paid a similar unjustified late charge that was applied " just in case '' and never reversed. Any assistance you can provide is appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95608
Submitted Via: Web
Date Sent: 2017-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Charged a late fee on my mortgage payment erroneously. check was cashed on XXXX, late fees payable after XXXX and yet bank charged me a late fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98053
Submitted Via: Web
Date Sent: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-06
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I have been a Freedom Mortgage customer since I purchased my home in XXXX XXXX. In XXXX XXXX I decided to refinance my loan, but the entire process has been extremely frustrating and unsatisfying, particularly with a Freedom Mortgage employee, XXXX XXXX. XXXX XXXX demonstrated appalling disregard and unprofessionalism. Emails between XXXX XXXX and I illustrate how I have been proactive in this process to provide the necessary documents needed. Yet, XXXX XXXX has neglected my information resulting in me receiving an email from XXXX XXXX, that my loan would be withdrawn due to " non-responsive customer. '' When I 've attempted to contact XXXX XXXX numerous times via emails and phone calls, I received no response. Then, my account was then conveniently transferred to XXXX XXXX ( the 3rd loan officer/processor to have my account since XXXX XXXX ). XXXX XXXX informed me on XXXX XXXX, XXXX she would look into the matter. On XXXX XXXX, XXXX when I was unable to reach XXXX XXXX, I spoke to her team leader, XXXX XXXX XXXX who also stated he would be looking into the matter and get back to me. When I did not hear back from XXXX XXXX, I spoke to his manager, XXXX XXXX XXXX. As I write this letter, I 'm still waiting. Although I remain hopeful that this matter could be successfully resolved, due to the high level of disregard I received the refinancing of my loan is at jeopardy. I need somebody to help me with the lack of communication with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: FREEDOM MORTGAGE AND XXXX HAVE BEEN TWO OF THE MOST DISHONEST COMPANIES I HAVE EVER DEALT WITH. ATTACHED IS NEW EVIDENCE TO CONVICT THESE XXXX WITH. HERE IS A BRIEF SUMMARY. FREEDOM MORTGAGE REQUIRES WIND INSURANCE ON THEIR LOANS IN FLORIDA AND IT IS ALSO THE SINGLE MOST EXPENSIVE ITME IN THE ANNUAL TAX/INSURANCE ESCROW. THESE PREDATORS CAME INTO OUR HOME, AND MISLED XXXX YEAR OLD VICTIMS. THEY TOLD US OUR PAYMENT WENT DOWN ... THIS WAS A LIE. THEY ADDED YEARS TO THE LOAN AND THOUSANDS AND THOUSANDS OF DOLLARS IN ADDITIONAL PAYMENTS BUT HID THESE FACTS USING FRAUD DURING THE DISCLOSURE PROCESS. THESE CRIMINALS WANT US TO BELIEVE THAT THIS INCREDIBLY WELL CALCULATED AND WELL PLANNED THEFT WAS ALL INADVERTANT AND JUST A SIMPLE ERROR. THIS CLAIM IS LAUGHABLE. XXXX SHOULD BE FINED AND PUT IN PRISON FOR INTENTIONALLY DEFRAUDING THE US FEDERAL GOVERNMENT AND CONSUMERS. THE LOAN ORIGINATION FRAUD WORKED WELL. THEY SLIPPED IT PAST THE TRUSTING XXXX VICTIMS. IN YEAR 2 HOWEVER, THE MONTHLY PAYMENT ALMOST DOUBLED ... BUDGET BREAKER FOR XXXX ON FIXED INCOME ... AND THESE CRIMINAL XXXX KNEW THIS. WE SAVED OUR HOME AND MADE EVERY PAYMENT BUT WE ALWAYS HAD AN ESCROW SHORTAGE. THEN, MY HUSBAND DIES SUDDENLY. IMMEDIATELY UPON RECEIVING A DEATH NOTICE ON ONE OF THE SPOUSES, THEY COMMIT EMBEZZLEMENT AND STEAL ALMOST {$1500.00} FROM MY ESCROW ACCOUNT. I AM NOT NOTIFIED WHEN THIS MONEY LEFT NOR AM I NOTIFIED WHEN IT WAS RETURNED. I HAD TO SPEND HOURS AND HOURS WITH THE PUBLIC RECORDS PEOPLE AT THE COUNTY AND I FOUND THE ANSWERS, XXXX ( A FREEDOM MORTGAGE FRONT COMPANY DISGUISED AS A 3RD PARTY ) AND FREEDOM MROTGAGE NEVER PROVIDED THE HELP OR ANSWERS ... BUT THEY DID TRY AND FORECLOSE EVEN THOUGH WE MADE EVERY SINGLE MONTHLY PAYMENT. WHEN WE DISCOVERED THE ESCROW EMBEZZLEMENT, THEY SAID THEY WERE GOIUNG TO PUT THE MONEY BACK BUT NEVER TOLD US WHEN OR THE AMOUNT. WHEN THE ILLEGAL FOREC, OSURE WAS AVERTED AGAIN THROUGH PAYMENT AND ACCOUNT RECONCILIATION, FREEDOM MORTGAGE TRANSFERRED THE ILLEGAL, FRAUDULENT LOAN, TO THE ONLY XXXX I KNOW MORE CORRUPT THAN FREEDOM MORTGAGE, XXXX MORTGAGE. WHEN NOTIFIED OF THE FRAUD XXXX BEGAN AN INVESTIGATION BUT THE CRIMINAL RACKETEERING SCAM IS NOT SET UP TO HELP, IT IS SET UP TO STEAL. EVERY MONTHLY PAYMENT WAS MADE YET XXXX PICKED UP AN ACCOUNT OVER A YEAR BEHIND IN ESCROW PAYMENTS, SO THE PAYMENT DOUBLES AGAIN. THE COUNTLESS ACTS OF FRAUD ARE GUT WRENCHING. THESE XXXX WORK TOGETHER TO STEAL. WHEN PROBLEMS ARISE THEY DO A PORTFOLIO TRANSFER AND HIDE THE CRIME. FREEDOM MORTGAGE DID IT. XXXX DID IT. AND I DOCUMENTED XXXX IN XXXX FLORIDA SEIZED AND RESOLD BY XXXX EVEN THOUGH WE HAD, IN WRITING, XXXX ADMITTING THEY NEVER LEGALLY FORECLOSED. THESE ARE NOT ACCIDENTS FROM HONEST COMPANIES. THE LACK OF CORRECTION IS THE BIG CLUE. EVERY SINGLE MISTAKE HURTS THE CONSUMER. EVERY ILLEGAL ACT DESTROYS THE CONSUMER. CUSTOMER SERVICE IS A FRAUD. EXECUTIVE XXXX CRIMINALS LIKE XXXX AT XXXX, XXXX AT XXXX, AND XXXX AT XXXX MORTGAGE ... CAN ALL LOOK A VICTIM IN THE FACE ABND SAY " YES, WE COMMITTED LOAN FRAUD, ESCROW FRAUD, EMBEZZLED FUNDS, COLLECTED PRINICIPAL WITHOUT CREDIT AND ADDED RANDOM ILLEGAL FEES TO FUEL THE COROPORATEJETS WE USED ... SORRY YOU LOST YOUR HOME BUT YOU XXXX, YOU SHOULD HAVE PAID YOUR BILLS AND IT 'S ALL YOUR FAULT FOR GETTING A LOAN '' WORDS CAN NOT DESCRIBE HOW DESPICABLE THESE PEOPLE ARE. THEY STOLE MONEY FROM A GRIEVING WIDOW WITHIN DAYS OF HER CREMATING HER HUSBAND WITH NO GUILT OF ANY KIND. ATTACHED~ NOTICE THE FORECLOSURE ATTEMPT IN XXXX AND THE ILLEGAL LOAN TRANSFER IN XXXX AFTER WE SAVED THE HOME FROM YET ANOTHER INTENTIONAL CRIMINAL ACT. I CAN NOT STEAL CARS AND SELL THEM. FREEDOM CAN NOT WRITE ILLEGAL LOANS, COMMIT FRAUD AND SELL THEM WHEN THEFT IS UNSUCCESSFUL
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-06
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My mortgage company never disclosed to me how much equity was in home. I refinanced for a lower interest rate to XXXX in XX/XX/XXXX. I was never told the amount that I could receive for refinancing no paper. So now I went to refinance for a cash out in XX/XX/XXXX to consolidate all my debt into XXXX and was told that have gaps in my employment. Not to mention I called to verify if all of my documents was received and then I got the bad news. I am currently with the same mortgage company presently and they sent me a letter stating that I withdrew my application which was false. My current mortgage balance is XXXX and my current market value is XXXX plus. My mortgage company valued my house at XXXX in XX/XX/XXXX. Now it is valued at XXXX my loan application with them in XX/XX/XXXX. So I never was disclosed that amount I could have got when I refinance in XX/XX/XXXX. I purchased my house in XX/XX/XXXX and refinance for a lower interest rate with my current company. I feel that they have done some practices that was not fair disclosing the amount I could have received at refinancing and if possible what was the amount I could have received then and I could have paid down college loans, car payment or put the money back in my home. As a consumer I feel that I was taken advantage of by this and given false information so deceiving. Please help where did the money go because I was n't told about the amount XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-04
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I was contacted by my mortgage company ( Freedom Mortgage ) about refinancing. It sounded too good to be true since they said it would not cost anything. I verified that the company was legitimate and decided to pursue on XXXX XXXX 2016. I have a few rental properties and the loan officer asked some questions and he incorrectly filled out an application for me. I told him that there was missing information and he stated " you already have a loan with us and you qualify only on your income so it should be fine ''. Well once it got to underwriting, they have been slowly asking me for information for a complete financial snapshot which I understand. It is now XXXX XXXX and I have no idea when the refinance will be completed. They are apparently still missing some information that could have been requested at the time I initially provided all of my information. To top it off, the most recent loan documents that they sent me have changed the terms of the loan. It seems like a bait and switch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 993XX
Submitted Via: Web
Date Sent: 2017-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No