Date Received: 2016-12-21
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am summiting this complaint for the reason that Freedom Mortgage has not giving me a decision. I summited an appeal since XX/XX/2016 and I have called many times Freedom Mortgage for an update and they just keep telling me that they are waiting on a ( Tittle search ). I am afraid I wo n't be provided a government modification do to them prolonging my case. I had to challenge them with my appeal because they were not using all my income and also the expenses they had were wrong. I am in desperate need of assistance, I need to know what Freedom Mortgage intentions are, if they are really helping me so I can keep my house with an affordable mortgage payment. Due to my house is severely under water. Or if they are purposely prolonging my case because at the end of this year all government modifications will be over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60402
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-21
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: On XX/XX/2016, I decided to take advantage of a no-cost refi. I 've only been in my house/mortgage for a little over 2 years, but the idea of lowering the interest rate and monthly payment, even marginally, was attractive to me at zero cost. I called in, spoke to someone at my mortgage company ( Freedom ) by the name of XXXX. I happened to know al of my vital information such as credit score and LTV because it 's something I track personally. I shared all of this information before giving XXXX permission to pull my credit report and he shared some preliminary figures and rates based on that information that made it seem attractive enough to move forward. He told me the rate would be lowered from 4.5 % to 4.25 % and the monthly payment would be reduced by somewhere around {$270.00}. I gave him permission to proceed, he got my credit score, right where I shared it 'd be, and he confirmed everything was good verbally and the figures he had shared were still good before the call ended. Later that same day, I got an email explaining that the interest rate would not be changed at all, that he could n't get the interest rate approved based on my credit score. This was a problem for me and after he was unable to resolve it I asked to speak with his manager. He did n't move the interest rate at all, but said I could still some how save {$150.00} per month because of escrow changes and the mortgage insurance changes. Though extremely disappointed, and without plans of letting the interest issue go, I moved forward and signed disclosures. The appraisal came back $ XXXX lower than he had anticipated ( though where I had shared I had felt it would be when we first talked by phone ) and he emailed me and told me the refi would n't make sense now because the mortgage insurance was going to remain on the monthly payment. I was really disappointed, even more than originally, because I had shared all of this information before my credit was even pulled. He had all the data he needed to tell me it did n't make sense in the first 5 minutes of us talking. I asked to talk to his manager or compliance and heard nothing once again. I left a voicemail for his manager at this point I believe and a call was not returned ( Manager name : XXXX ) I then randomly heard from a closing coordinator that I was never introduced to by the name of XXXX who by no explanation said the interest rate would be moved to 4.3 %. She shared a monthly payment with me at that time, too. I do n't remember it, only remember it was different than what had been told to me along the way. She also told me that my mortgage insurance would fall off of my payments in just a few months ( which was confusing to me because the LTV was 86 % but she assured me of this when I asked her if she was sure ). I 'm moving forward at this point and get moved to a closing coordinator. His name was XXXX. XXXX by email told me the monthly payment on the most recent paperwork he had showed {$1900.00} with mortgage insurance for years 1-4. He told me to expect paperwork soon. The day before closing came and I had no new paperwork so I called Freedom and talked to a woman whose name I did n't jot down. She assured me several times the {$1900.00} per month and 1-4 years of mortgage insurance was accurate. She used the word 'promise ' I believe. An hour later, the notary who is set to close with me today calls with {$2100.00} per month, with mortgage insurance for years 1-6 or 7. I called Freedom this morning, 3 hours before my closing appointment, and they referred me back to XXXX. I left another VM for XXXX this morning and have n't heard back from him. There are either huge holes in this company 's refi process, or they intentionally gave me these numbers until the 11th hour to avoid me shopping competitors. I feel completely mislead and forced to close today because I 've budgeted for XXXX assuming I 'd skip that mortgage pmt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19083
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I called Freedom Mortgage to confirm that if I paid my loan down to less than 78 % they would stop my mortgage insurance. They confirmed and I did. It was n't gone the first month, or the second so I called back. They said they would submit a request. I assured them this was n't necessary, as at 78 % they do n't have a right to decline a current loan ( never missed a payment ). After a week a MI specialist called back and said that I needed to submit a written request ( nope, see the Homeowners Protection Act of 1998 ) and that they could keep my MI on the loan all the way down to 75 % at their discretion ( nope again, HPA 1998 ). This greatly concerns me because this is the view of a MI specialist so they are probably doing this to everyone. There was a very very clear guidance from you guys last XXXX about this type of shenanigans. ( http : XXXX ) Please contact this company and have them change the way they do business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2016-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: RE Case number : XXXX In this complaint I spoke about paperwork being misplaced, lost and receiving form letter responses from Freedom Mortgage ( FM ) referencing fake extensions and fake names of CSR 's. Every time I have had any communications with FM its been either traceable, provable or with a additional person on the call to verify what I am speaking about is honest. This witness is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. We received a response from FM from a individual named XXXX XXXX through this complaint process. Since the original complaint more paperwork has been lost, and it took Freedom almost 10 days to process last months check ; which resulted in their announcing they will foreclose on this property is all payments are not received by XXXX 2016. Never mind this is part of my complaint they lose paperwork but process checks and then accept zero responsibility. So I put together yet another package and mailed to FM addressed to XXXX XXXX. XXXX XXXX the USPS attempted to get this package to XXXX XXXX, she could not be located. On XXXX XXXX the USPS again attempted to locate her, she was not located and reported back to be as not a individual who worked at FM. Again another check was enclosed in this package and while it was signed for FM states they do not have payment. The individual who signed for this package is XXXX XXXX ; who chances are is another fake name so this company is not held accountable. This all started in XX/XX/XXXX when my well pump and tank quit and had to be replaced. I spoke with the original mortgage company or the one who took care of my loan at the time it was no issue for them ; a few days later FM purchased my loan. Told FM the same story in XXXX was told no problem ; they could see prior to this hiccup I always paid on time via autopay and always paid more than what was due. My credit score in XXXX was over XXXX and since this comedy of errors its under XXXX with the only bad mark is FM and their mistakes. I understand I misunderstood the FM CSR in the original phone call but since then its been XXXX error after another. Now because of poor paperwork handling you can see I who was once a good credit risk can not even get a loan from a loan shark. I have tried to sell items ; I have turned to HOPE and the VA and neither can help since this is not a mismanagement of funds but an error I made to repair a well so I can have water to drink ; yet FM continues to drag this on. In the response from XXXX XXXX she states they need my taxes ; I have not filed taxes in years due to not working and on a VA XXXX ; simply I do not meet federal guidelines to process taxes. My last XXXX I processed while my daughter was still in college I made a minus value in reportable income. I did those taxes so my daughter could qualify for a grant in college. Attached is a letter sent to FM and other supporting documents.
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: 2016-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am trying to get rid off the PMI on my home loan. My property value has been increased and I am thinking of reevaluating the property price and drop the PMI. But my lender now says I should have paid XXXX for at least 2 years before I can take this route. Is this true? I am going through some website and none of them says this 2 year rule.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2016-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We closed on a refinance with Freedom Mortgage on XXXX XXXX, 2016. On XXXX XXXX I was told to cancel auto payments and to NOT make payments for XXXX and XXXX. However the autopayment had already gone through on XXXX XXXX. I called customer service to cancel the autopayments and was told we would be refunded the {$1100.00} payment made in error two weeks after closing. It is XXXX XXXX, no refund check and no one at Freedom Mortgage is willing to help me figure out what happened to our money. I called customer service who said they have no notes about a refund, but opened a ticket and I never heard back. I called the closing agent, XXXX XXXX XXXX, and they said they had no notes about a refund but sent an email to Freedom Mortgage. Never heard back. I called the loan processor, XXXX XXXX. She talked to her supervisor, XXXX, and said the payment made in error was included in the payoff. But they told me to call servicing who said a refund of {$1800.00}, a combination of the surplus payment and escrow money was due to us and to call back if we do n't receive it by XXXX/XXXX/16. No check. I called servicing again today and the agent could n't help me and transferred me to the Escalation department. The Escalation department told me again the XXXX XXXX payment was taken from our principal and we were not due a refund. I asked what is the {$1800.00}. She investigated with her supervisor but in the end could not give a response, and transferred me to a voicemail. I finally hung up. To say I am frustrated with Freedom Mortgage is an understatement. I ca n't find a single person who is willing to sit for 2 minutes to really understand what happened to our money. I just looked on my closing statement and the amount to be paid off was {$170000.00} with an escrow credit of {$610.00}. The payoff posted on my account is XXXX. If I subtract {$170000.00} from {$170000.00} I get {$610.00}. The XXXX XXXX payment for {$1100.00} was NOT included in the payoff. The closing statement was based upon the fact that we would not be paying XXXX and XXXX so the XXXX XXXX payment was not considered when the loan was paid off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34203
Submitted Via: Web
Date Sent: 2016-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced my home mortgage. The refinance closed at the beginning of XXXX 2016. My loan servicer, before this refinance closed, was Freedom Mortgage. The title company, for the refinance XXXX XXXX XXXX requested a prepayment for the second half of our 2016 property taxes, {$2300.00}, due on XXXX XXXX, 2016. XXXX paid the property tax on XXXX XXXX, 2016 check # XXXX. After receiving my escrow refund from Freedom Mortgage, which was less than I expected, I logged in to Freedom Mortgage 's website, and realized Freedom Mortgage had also submitted payment for the property tax from my escrow account on XXXX XXXX, 2016. I called Freedom Mortgage on XXXX XXXX to inquire about this double payment. They told me the tax department would have to investigate my claim and this would take up to 30 days. On XXXX XXXX, 2016 I called Freedom Mortgage and they told me that their payment was not refunded to them, and I should call my county treasurer. According to our XXXX County XXXX, Freedom Mortgage uses a third party XXXX XXXX XXXX to handle tax payments to them. XXXX receives payments in bulk from Freedom mortgage early in the month of XXXX and pays near the due date of XXXX XXXX. Also, according to XXXX County Treasurer, the county tax roll is updated to XXXX on a nightly basis, and since the tax was paid on XXXX/XXXX/2016, the payment for our parcel would be deflected, email attached. I called XXXX to confirm this information. They told me that the payment for our parcel was deflected and they had refunded the payment to Freedom Mortgage in a bulk refund of {$63000.00} check # XXXX on XXXX XXXX, 2016, email attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98201
Submitted Via: Web
Date Sent: 2016-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-16
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I accepted a refinance offer from Freedom Mortgage on XXXX. I was told that it was a Streamline FHA loan, 30 year XXXX@3.25 %. And that we would close in XXXX. I was under the impression that I was refinancing with the same company that my current loan is with ( XXXX ) because when I refinanced in XXXX, I received emails back from Freedom Mortgage personnel asking for feedback on that loan process. Anyhow my loan office provides the condo insurance info. right away. They contacted my currency mortgage company ( XXXX ) on XXXX who provided the pay off info., but then after the election, my file seemed to go to suspense. I was then informed that it may not close in XXXX. I replied by asking if I could add XXXX and XXXX loan payments into my new loan. There are a string of emails on this between me & Freedom employees. The loan officer informed me not to make the XXXX payment and when I confirmed this with the loan processer, she replied that she did see a note in the file. Additionally I am attaching the updated loan documents that I received on XXXX noting the increased loan amount. I wrote back letting them know how I was spending the money and thanking them for their assistance. Then this past week I heard from XXXX informing me that I was late on both XXXX & soon XXXX payment. I told her that my loan was due to close any day and that part of our agreement was the XXXX & XXXX payments. As a matter of fact, after I confirmed with the loan processor that this was approved, I received new loan documents XXXX. The lady from XXXX said she would look into it but she had not heard from Freedom Mortgage on my account since the request for pay off at the XXXX. When I called Freedom back, they told me that this was all they were waiting for?? The gal at Freedom then starts to tell me that they need me to make XXXX payment to XXXX, at which point I remind her of our agreement. She tries to record me saying something different unsuccessfully so she transfers me to a manager who has been nothing but rude. His message is make those prior payments or your out of luck?? He then tells me that he will try to help me IF I can prove that I have proof. I ask him why we are n't working towards a resolution?? He says proof it or you are out of luck?? I could not believe it. I send him the proof, thinking he will feel stupid only to receive a reply indicating that he reads the emails differently. At which point I copied he supervisor and let them know I would be contacting you. I am a XXXX woman with a XXXX. I had offers from loads of companies before I chose Freedom so I called one of them and he explains that they can really XXXX me over now because the rates are up and I have a 30 day late soon to be a 60 day late. I do n't have this money because I had a death in the family and I used it to travel. I do n't even know if someone has paid my property taxes now? I have been a home owner for over 20 years and I have never missed a payment or been late. I pray you can help me as this feels like a scam. I counted on our agreement and it does n't seem fair that they can pull out after the rates go up or because of misinformation on their end. I mention this agreement in at least XXXX of the XXXX emails that I forwarded to him from the last 45 days. Thanks for your time! Please advise at your earliest convenience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92688
Submitted Via: Web
Date Sent: 2016-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a difficult time paying online. The people at this company acted so unprofessional and unhelpful. I spent hours talking with different people and no one could even verify that I had previously called. My payment ended up being late and extra charges were uncured. They hung up on me. They promised to call me back and never did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92346
Submitted Via: Web
Date Sent: 2016-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: FREEDOM MORTGAGE CORPORATION XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, NJ XXXX Freedom Mortgage is notorious for not posting mailed payments in a timely manner and I have called them in the past about this very issue. My XXXX 2016 payment was mailed XXXX/XXXX/16 and has not been posted as of XXXX/XXXX/16. I call and let them know on XXXX/XXXX/16 that if the check is truly NOT there I can make this payment today but if it comes through after that it will overdraft my account. The rep ( XXXX ) stated well you need to stop payment on the check.I refuse to spend money on that because I believe the check is there and I requested them to look for it. I was told no they do n't do that. I requested a manager and was told no manager is available and was transferrd to escallations. The rep there continuously interrupted me as I was requesting them to look for this check. He told me they will not look for the check. Both reps refused to assist me. This company has no respect or consideration for it 's customers and it clearly shows. All I 'm trying to do is make sure this payment gets posted on time. If the payment truly did n't make it to their location it will be the only time this has ever happened. I have been mailing my mortgage payments for 17 years and NEVER had a payment not show up or ever show up LATE. My credit history and score is well above average because I pay my bills on time EVERY MONTH. This better not show up on my credit report due to this companies negligence in handling payments. I have mailed in payments to this company regularly between the XXXX and XXXX of each month and it is verifiable that they do NOT POST until the XXXX, XXXX, or XXXX. This company simply refuses to assist me on an issue I did not create nor do I have any control over. This is truly a shame and I want a company officer to call me immediately. Do not report any negative activity on my credit report and have a company officer contact me immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2016-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No