Date Received: 2017-01-03
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: XXXX HAS COVERED UP AND ASSISTED IN NUMEROUS COUNTS OF LOAN FRAUD. XXXX AND FREEDOM MORTGAGE ARE ALSO GUILTY OF ILLEGAL LOAN ORIGINATION, EMBEZZLEMENT, CONSUMER FRAUD AND MORE. IN AN ABSURD CLAIM OF LEGAL INTERPRETATION, INTENTIONAL FRAUD IS WRITTEN OFF AS ACCIDENTS AND THE CONSUMER IS RIPPED OFF WITHOUT RECOURSE INTERNALLY. EVEN MORE BIZARRE, FRAUDULENT LOANS ARE NOW VALID BECAUSE THEY SOLD IT ... ILLEGALLY. ATTACHED IS A SETTLEMENT OFFER TO END THIS DISPUTE ONCE AND FOR ALL
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: 2017-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was transferred to Freedom Mortgage starting on XX/XX/2016. I had sent a payment to the wrong company XX/XX/XXXX, and talked to XXXX different customer service reps to make sure that a late fee would not be charged. They both stated that they had removed the unauthorized fee, yet they keep showing up in my statements. Under federal law, a person can not be charged a late fee within the first 60 days after a loan is transferred, and a loan is transferred according to the XXXX payment to the new provider ( XX/XX/2016 ). I am also unable to pay the amount without the late fee, unless I call in, in which they charge me a {$15.00} convenience fee! I have my previous conversation with the customer service rep recorded, where she agrees that I am right about the fees, and also promising that it will be removed from the next statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2016-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-31
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: We are refinancing our mortgage through XXXX XXXX XXXX XXXX XXXX. We were pre-approved by Freedom Mortgage company for {$160000.00}. pending our appraisal. We were given an FHA certified appraiser from XXXX XXXX ( through XXXX ). The appraisal came back at {$190000.00}. which was only {$5000.00} shy of what we needed. So the broker ( XXXX XXXX ) revised the loan request accordingly. We were just waiting for the approval of the underwriter. The underwriter requested that some comments be added to the appraisal so the broker sent it to the appraisal company for adjustments. we received our updated appraisal to find out it was decreased by {$10000.00} to {$180000.00} due to one added comparative property. We feel we are being undervalued and are not being treated fairly. This refinance has been taking a month and estimates just keep changing. We believe a decrease of that amount for one comparative property is unjust. The FHA approved appraiser 's first opinionated value should not be able to be overridden in that way. We have been paying our mortgage for 14 years and have refinanced in the past without problems of this nature. XXXX XXXX XXXX XXXX XXXX has been great every step of the way and believe we deserve a fair experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2016-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom mort assessed our loan over {$400.00} in late fees that we do not owe. They refuse to communicate with me, except hiding behind a letter saying they wo n't reverse the fees with NO explanation or proof I owe these late fees. I have documentation that proves NO LATE payments have been made. I call them, they tell me to email, I email they do n't respond. They are lying about the late fees being owed on my account. They also raised our mortgage {$200.00} a month with no warning.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2017-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Since the beginning we have had nothing but trouble with this company, about two years now, they continually raise our monthly payments and upon inquiry as why they were going up we were told it is due to a missed payment and it distributes that months payment across a 12 month period, which would be fine if we were actually behind! Additionally, every month we try to make a payment online it simply says that a payment can not be made to an unknown error, we have tried several different browsers and computer still did not work, forcing us to make a payment through their telecommunication and proceeding to charge us a penalty of {$40.00} or so each month. However, what brings me here today is another issue we continually have with them is that, this month we were actually able to submit a payment online and recived a statement stating that the payment was received and successful on the XXXX however today we received an email stating that the payment failed and they have charged us a {$15.00} failure fee, an additionally {$30.00} processing fee or something, and now a late payment. When we called the mortgage company to make the payment again because a website can not refund these fees as I feel we are entitled to a refund due to the fact that, we received a successful payment statement and they waited XXXX days to contact us which made our payment late, we now have to pay the telerep fee, and upon demanding a manager several times the representative refused to let us to talk to XXXX. This company is a crook! and upon looking at the XXXX reviews it appears that many people has had the same issues. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76901
Submitted Via: Web
Date Sent: 2016-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our home mortgage was sold in XXXX of XXXX to Freedom Mortgage. Throughout the life of our loan, we paid into an escrow account that paid our taxes twice per year. Once in XXXX and again in XXXX. When the loan was sold, Freedom claimed that our account was set up to only make a single tax payment from our Escrow account, however we have records that indicate in XXXX it was paid in XXXX and again in XXXX. Freedom conducted an escrow analysis in XXXX of XXXX that indicated we had a " projected shortage '' of {$3900.00} dollars. Which was absolutely ludicrous as our taxes are only {$5700.00} per year and we pay roughly $ XXXX/mo towards our escrow account. Every time we tried to speak with Freedom, they said they " would start an investigation '' and would " follow up '' with us or we were disconnected or was told contradicting information. XXXX representative told us that the {$3900.00} was a shortage from XXXX that they paid for us so that was why we were having to pay it back another said it was a " projected shortage. '' Multiple times we requested that they change back our payment schedule to twice yearly, however they never did and instead broke up the {$3900.00} shortage into 12 month payments for us to " pay back '' which resulted in an approximate increase of $ XXXX/mo to our mortgage. We have recently refinanced with another lender just to be done with Freedom but in the meantime have paid the increased mortgage amounts to avoid late fees/credit reporting as we have outstanding credit and have never missed or been late with a mortgage payment. I 've never felt so cheated about something in my life and Freedom has continued to show poor business practices through our refi sending the wrong payoff amounts multiple times over, which I can only believe was intentional to stall the loan payoff through the end of the year. At this point, the payoff was wired to Freedom today from our new lender, we had to increase our loan amount by roughly {$2500.00} because they did n't send the accurate loan payoff number, they now have over {$5000.00} in our escrow account and we have very little faith that they will return that money within the 30 day requirement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53590
Submitted Via: Web
Date Sent: 2016-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX I was forced to sale my home due to hardship related to divorce. I entered into the loss mitigation process XXXX with an offer, but Freedom Mortgage continually delayed the process, lost documents, and eventually caused XXXX buyers to back out over 5 months. Finally, I received a cash offer, but still it took several months of back and forth to Sell the home. Following the sale of the home XXXX XXXX Freedom Mortgage continued to notify the credit bureaus that I am past due 180 days. This home had multiple offers, would have sold multiple times, and even after it sold I continued to get threatening letters regarding property insurance on a home I no longer owned. Freedom Mortgage has no accountability and their departments lack communication that sets up consumers for failure. Their loss mitigation process is not transparent, their customer service department lacks customer service ( Multiple complaints filed with no response ), and they have made no attempt to work with me to resolve this issue. I submitted my complaint to the XXXX with an evidence file that clearly articulates the issue with time stamped evidence, but the response completely avoids the evidence presented and only points out a poorly drafted timeline that omits their continued failures questioned in my complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XX/XX/2016 my wife and I sent an overnight package containing documents for possible loan modification to Freedom Mortgage 's loss mitigation department. I have called multiple times to check on the status of our case, Freedom Mortgage tells us form XXXX is missing, but then Freedom Mortgage verifies later that the document has been received and the loss mitigation department needs to evaluate the form and for my wife and I to call back several days later and check on the status, but when I call back, again Freedom Mortgage claims they still need the XXXX form, but after checking find the document and tells me to again call back and check the status. This has been ongoing for several weeks now. My wife and I have done everything possible to reach out for assistance from Freedom Mortgage. It seems they are trying to discourage us from proceeding and to give up. We sent the revised XXXX form on XX/XX/2016 and we have been waiting for our possible modification to move forward. We were told a single point of contact will be assigned to us within the loss mitigation department, this has not happened yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44236
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage became the servicer for my home loan on XXXX XXXX. I made the XXXX payment to my old servicer, XXXX. Freedom Mortgage incorrectly calculated my mortgage payment. They had it at a higher amount. I made my XXXX payment to Freedom. They claimed the XXXX payment was not enough, so they applied no funds to the loan. They obtained the payment made to XXXX. They now had XXXX payments, which they calculated to cover XXXX, because they miscalculated my mortgage. This meant I had XXXX payment made, over 2 months, with a pending positive balance, but not enough to cover the incorrectly calculated mortgage amount. After receiving a stack of paperwork from Freedom saying I would be charged late fees and my credit adversely reported, I called Freedom and they acknowledged my account was current. I received stacks of collection mail in XXXX and XXXX. I called again in XXXX. They confirmed the error was on their end. They were going to put in a " work order '' to correct their accounting error. Stacks of collection mail, notices, threats, late payment charges, and negative credit reporting in XXXX and XXXX. My credit has dropped as a result from over XXXX to the high XXXX. I called again in XXXX. Was supposed to receive a call back from a manager the next day. No call. I am now going to send them a demand letter including a demand for payment for my time in having to deal with this issue, at my billable hourly rate, and the defamation of my credit. I intend to seek attorney fees and expenses associated with their error and fraudulent misrepresentations in stating that my credit would not be negatively reported and that I would not be charged late fees for their error.
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: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: the reply from freedom mortgage makes no sense to me, the loan modifical would put me in a better position, with a lower payment and a fixed rate. the payment would not grow bigger than my XXXX check. i am a XXXX veteran. just looking for a tiny bit of help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20706
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No