Date Received: 2023-09-04
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: Freedom Mortgage refinanced my VA loan in 2019 as a VA loan. Loan ID # XXXX MIC # XXXX Closing XXXX This form is a statement of final loan terms and closing costs. Closing Information Date Issued XX/XX/2019 Closing Date XX/XX/2019 Disbursement Date XX/XX/2019 Settlement Agent XXXX XXXX XXXX, XXXX File # XXXX Property XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Estimated Prop. Value {$400000.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX -- XXXX Lender XXXX XXXX XXXX Loan Information Loan Term 30 years Purpose Refinance Product Fixed Rate Loan Type Conventional FHA VA Loan ID # XXXX MIC # XXXX The issue is the VA stated Freedom never reported this loan as a VA loan XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My home was destroyed by both Hurricane Ian and Nicole. Both declared disaster area. My home was unlivable. Freedom mortgage purchased my mortgage from XXXXXXXX XXXX in the middle of all the chaos. I had a forbearance from XXXX. I requested additional time from Freedom mortgage due to the fact of insurance delays etc. and that we were not able to get any federal assistance. I had never missed a payment with XXXX prior to the hurricanes. Freedom started the foreclosure process on my home that didnt even have walls or air conditioning. I on my own financed the repairs and sold the home stopping the foreclosure process. Freedom mortgage suffered XXXX losses. They are now negatively reporting to my credit report of 3 missed payments causing great stress and robbing me of the ability to purchase a new home for 7 years. Aggressive and predatory tactics to ruin someones life while in turn freedom mortgage was paid in full. They are awful to deal with and every request has a 7-10 business day life cycle. My house was under contract and sold before foreclosure. There is no one to speak to This has been traumatic enough. Now Im in pergatory for 7 years? Please help. They suffered no loss and i suffered a lot.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34135
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My insurance company, XXXX XXXX XXXX XXXX, was trying to get a better home Insurance Rate from XXXX. It took 20 days to get a response from XXXX but finally on XX/XX/XXXX, 3 days before the expiration day, we had it. It went from XXXX XXXX plus to XXXX XXXX plus just removing my personal property from the insurance. We tried to make the full payment the same day we were told that Freedom Mortgage had already paid in full the XXXX XXXX dollars a few weeks before. Not an e-mail, not a letter, no information at all even when my account shows clearly that I do not want an escrow account. When I checked the Freedom Mortgage account a few days later I found a {$4700.00} escrow account not only for the insurance they paid but also for my end of the years Taxes. After checking the information, they posted on the web site, I called the Insurance Department to ask Why there was an escrow account and why they had paid for my insurance. He was not able to answer any of the questions, so he made a three line with the escrow department. We went over both questions, so the Insurance Dpmt guy went to check with XXXX about my policy. The communication broke so I had to call back again. Insurance guy told me ( a new one ) told me XXXX won't give them the info What???? Then the escrow Department lady told me that it was a company policy to have an escrow account open, even when I told her that it was paid before the deadline ( XX/XX/XXXX ) We argue for quite a few minutes with no agreement. Sorry but if this is not racketeering, it is very close. I'm XXXX XXXX XXXX coming out of a XXXX, XXXX XXXX so I had to involuntarily stop working 3 years ago. My monthly payment has gone from {$1200.00} to {$1800.00}. Let me know if you need any doc 's to send them immediately. Thanks. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33165
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We have a electronic withdraw on our mortgage payment each month on the XXXX of every month. My spouse changed the date to the XXXX of each month. In XXXX, the mortgage company, Freedom Mortgage, pulled BOTH payments from our account, causing our checking account to be overdrawn. We contacted the mortgage company when we discovered this error. The mortgage company, Freedom Mortgage, acknowledged that it was their fault and would refund the XXXX payment. It took 10 days of phone calls ( everyday ) that the funds would be refund - tomorrow. After 10 days, I requested to speak with an associate in escalation. The payment was refunded. Then a week later, the second payment was refunded ( which was not our request ). We then made the XXXX payment. The mortgage company, Freedom Mortgage, informed us we were 30 days late and charged a late fee ( which was negated ). The mortgage company, Freedom Mortgage, filed a report on our credit report for being 30 days late. We have never missed a payment. But with the mortgage company 's mistake ( fault ), it caused our credit scores to drop considerably.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80634
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Freedom Mortgage took {$24000.00} from Louisiana HAF as well as gave me a loan modification even though I asked them not to file the loan modification. Louisiana HAF money came first. They never returned the money to Louisiana. Also, they did not reflect my loan modification on any documents. My payment went back the same. When selling my house I was made aware of the loan modification had gone through. I called freedom mortgage. It has been a month, and none of the investigation have been taken care of. I have now had to pay close to {$40000.00} to get out of my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77019
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I sent an insurance claim check to Freedom Mortgage to be endorsed and returned. I have USPS confirmation that they received the check on XX/XX/2023. My check for roughly {$17000.00} has been in limbo with the company ever since. I have called multiple times and each time, they have " sent an email to management. '' I have already paid for some of the repair services, but the mortgage company will not endorse and return my check, as their policy states. We are up-to-date on our loan payments and have never been late. At this point, this is a highly dishonest business practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30240
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX I called the Loss Draft Department and asked the Representative for clarification on the Monitored Claim Procedure Packet. I asked SPECIFICALLY about having two claim numbers, each with their own individual check, as they total over {$40000.00} combined. I was assured these are processed separately as there are clearly two separate claim numbers. The representative then took from me the claim numbers to notate on my account, along with their corresponding check amounts. He once again assured me to follow the instructions for losses of {$40000.00} or less. Within XXXX business days I will receive back my two endorsed checks. XXXX Following the Monitored Claim Procedure Packet for Losses of {$40000.00} or less, along with the confirmation I received from the Loss Draft Representative on XX/XX/XXXX, I sent the required documents via USPS Overnight to Freedom Mortgage Loss Draft Department . Inside the package was : Cover Letter, 2 claim checks, Insurance Adjusters Report, and a prepaid USPS Overnight return shipping envelope. I paid {$58.00} for the USPS Overnight shipping labels. 8/1- The package was received and signed for at Freedom Mortgage Loss Draft Department XXXX I called the Loss Draft Dept for an update. I was told that my checks are over {$40000.00} and I didnt follow the correct instructions. Clearly whoever opened and processed the contents of my package at the Loss Draft Department can not read. At that moment I advised the Representative to please refer to my cover letter detailing the two claims and claim numbers, the Adjusters Report detailing the two separate claims, and finally the actual checks which CLEARLY specify the individual claim numbers and identifying Cov A and Cov B. Each document that Freedom Mortgage received from me shows these are two separate checks for two separate claims. I asked why nobody from Loss Draft bothered to contact me, and he didn't have an explanation. He apologized and admitted this was overlooked, and told me they will be separated and processed appropriately as losses of {$40000.00} or less. XXXX I called the Loss Draft Department asking for another update on the status of my claim. I was told by the Representative that my checks were Endorsed and sent back to me as of that afternoon. XXXX I received my checks back via USPS Overnight using my prepaid envelope. My two endorsed checks were NOT inside the package. Instead my checks were returned to me along with the Missing Doc form, and another copy of the Monitored Claim Procedure Packet. XXXX I called the Loss Draft Department, and spoke to Escalation Specialist XXXX XXXX XXXX First off, XXXX immediately told me that my two checks were returned because the total is over {$40000.00} combined. I referred XXXX to check the notes of my previous calls to Loss Draft Representatives on XX/XX/XXXX, XXXX, and XX/XX/XXXX. Next, XXXX changed her tactic and told me that she needs two separate Insurance Adjusters Reports for each claim number. I told her to read the complete XXXX page Adjusters Report. That document has clear separate pages indicating Cov A - Dwelling and Cov B - Separate Structure. XXXX tried telling me she needed two separate documents, at which I told her that is a weak technicality, however I obliged. I offered to separate the pages and create two PDF documents corresponding to their corresponding claims. XXXX said she will manually separate the accounts on her end and escalate the issue to the processor. XXXX then tried giving me a XXXX excuse. After combing through my Adjusters Report, XXXX proceeded to tell me that Cov A Claim 1 is based on the values listed on Page XXXX in the Adjusters Report. I kindly told XXXX that the only VALUE in question is the payable amount of my check, {$37000.00} and nothing else. The Monitored Claim Procedure Packet does not mention this, and the previous XXXX Loss Draft Representatives did not mention that these values are the requirements. FINALLY, XXXX agreed that this was all a huge misunderstanding, these separate claim numbers were overlooked, and she was very apologetic. XXXX sent me a prepaid Overnight XXXX label to send BACK my two checks for a second time. I wanted in writing that my checks will be endorsed and sent back to me properly this second time, but XXXX refused to confirm or provide me any documentation acknowledging this mistake Freedom Mortgage Loss Draft Department made. XXXX I called the Loss Draft Department and spoke to Representative XXXX XXXX XXXX was extremely rude and condescending to me. She told me that nothing else matters that the previous Representatives, they were all wrong and misinformed me. XXXX said that regardless if my loss is over or under {$40000.00}, federal law requires me to endorse all of my checks over to Freedom Mortgage because I am in a Bankruptcy, and that I need to be on a Monitored CLaim status because of the bankruptcy. I was in complete shock and disbelief. When I asked XXXX to cite which Federal Law so I can research this myself, or to provide me documentation of separate requirements Freedom Mortgage has for Insurance Claims while in an active bankruptcy, XXXX disconnected the call and hung up on me. I contacted my bankruptcy attorney and he says no such federal law exists and that XXXX was being discriminatory to even mention my bankruptcy as a reason. XXXX Called Loss Draft Department again. Spoke to Representative XXXX. Right away, XXXX seemed to recognize the issue at hand and was in agreement with me. XXXX told me that she sent a message to her supervisor, and the processor on this claim. According to XXXX, she was able to see on her system that there are currently XXXX open Monitored claim and XXXX closed claim. The processor on the Open Monitored Claim needs to separate this into two endorsed claims, however there is another different processor listed for the XXXX closed claim. XXXX told me that she will personally contact me back within XXXX hours once she gets a response from her supervisor or the claim processor. XXXX Called Loss Draft Department, AGAIN. XXXX hours have passed since XXXX was supposed to contact me. Spoke with Representative XXXX. XXXX assured me that I need to allow XXXX hours for review from the processor, as XXXX escalated the claim only XXXX hours ago. I asked XXXX for his supervisor. He transferred me to Escalation SpecialisXXXX XXXX. XXXX then told me that the review process actually takes XXXX weeks from the initial escalation date of XX/XX/XXXX, and that I need to wait until XX/XX/XXXX for an update from the processor. XXXX Called Loss Draft and spoke to Escalation Specialist XXXX XXXX again. XXXX did a complete XXXX from how we ended our conversation on XX/XX/XXXX and reverted back to one of her previous statements, that the amount of the claim is greater than {$40000.00} and the amount is determined by the Replacement Cost Value on my Adjuster Report, therefore I must endorse the check to Freedom Mortgage. Once again I referenced the Monitored Claim Procedure Packet and Missing Doc form, and neither one states that claim values are determined based on replacement cost value. XXXX could not answer me when I questioned why none of the previous XXXX other Loss Draft Representatives that I have spoken to dating back to XX/XX/XXXX referred to the term Replacement Cost Value, they only referenced the payable amounts of my two claim checks. I asked to speak to XXXX superior. After waiting on hold, XXXX was unable to get anyone on the line. XXXX told me she is sending an email to her management to escalate this further and file a complaint, asking Management to contact me directly. XXXX said that it can take up to XXXX hours for management to contact me back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60560
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Recently our mortgage was purchased from XXXX XXXX by freedom mortgage. We usually pay creditors with our bank 's bill pay service so that the date of payment can be easily verified and we can monitor outstanding obligations. One household member is battling XXXX and is often ill from the effects of XXXX and we get an enormous avalanche of insurance documents and hospital bills in addition to regular mail. We mistakenly made a payment to wells fargo that was returned and we set up freedom mortgage as a payee at our bank so that the payments could be properly routed. We ended up owing the XXXX and XXXX payments and on XX/XX/XXXX ( thursday ) XX/XX/XXXX XXXX an electronic payment to freedom mortgage of {$760.00} was processed and posted and on XX/XX/XXXX ( friday ) another payment of {$760.00} was processed and posted. This brought the loan up to date. Although the loan was current, on XX/XX/XXXX,. XXXX ( sunday ) at XXXX. an agent of Freedom Mortgage taped an envelope to the exterior of the front door. There was no knock or push of my lighted doorbell button and this is verified by video surveillance. The letter heading was " CONFIDENTIAL COMMUNICATIONS HAND DELIVERED. '' It was not hand delivered to either of the occupants of the home and both were there. The letter stayed on the door two days before either of us realized it was there. The letter was attached with about 1/2 inch of scotch tape adhered to the glass on the security door. Furthermore, when the agent was walking back to her small white sedan, she had her cell phone up appearing to record at the front of the residence as she walked back to her car. We have security cameras and have secured the recording of the incident. This paints us in a bad light to our neighbors unnecessarily. First off, the mortgage had been sold from one company to the another and sometimes there is some confusion in the process. Second off, the mortgage was current at the time of the visit. If freedom mortgage was behind on their records or crediting my payment properly this is their problem. Thirdly, we moved in this home in XX/XX/XXXX and have lived in this dwelling for almost 30 years and by the way we have never had to file an insurance claim on the property. It is inconvenient for us, with an ill household member undergoing XXXXXX/XX/XXXX to have things stuck on the door and due to this inconvenience we ask Freedom Mortgage to not return to the property. Freedom Mortgage seems to want to ramp up the XXXX XXXX boiler rooms we have opted out of email communications from them. Numerous robocalls were made to our cell phones without permission. Freedom Mortgage is to refrain from computer generated calls and all telemarketing calls. We am troubled that in just the past few days, Freedom Mortgage has been fined by the CFPS for paying illegal fees and throwing lavish parties for leads. and have had numerous other violations, class actions, TCPA violations, but they continue to engage in highly inappropriate behavior. There are numerous reports of abuse and complaints from customers. I suspect this company just considers these fines the cost of doing business and they have no intention of playing by the rules. You need to step it up with Freedom Mortgage. There are simply too many allegations of inappropriate conduct and I know for a fact that Freedom Mortgage engages in unethical behavior. Perhaps this is a blessing because Freedom Mortgage will not be doing a bait and switch because they are a no-sale. Thank you XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I contacted a Freedom Mortgage credit reporting on five separate occasions regarding my request to withdraw a 30 day late for my XXXX mortgage payment. The first two times, by phone in early XXXX and then again on XX/XX/XXXX via the web portal messaging system, they did not respond. The XXXX, XXXX and XXXX time they responded. I contacted them by letter on XX/XX/XXXX, early XXXX and XX/XX/XXXX, but each time they denied my request. Freedom Mortgage credit reporting policy is that Payments received after the month in which they are due will be reported to the credit bureau accordingly. This policy ignores the month of XXXX where there are only 28 days and a payment received in the XXXX days of XXXX where XXXX full days have not elapsed should not be reported as 30 days late. To provide clarity and precision on the timeline, let me illustrate, the payment due on XX/XX/2023, at XXXX AM, should not be considered late until a full 30 days have elapsed, or on the start of the XXXX day, after XXXX hours have passed from the due hour. The payment was logged as received on XXXX PM on XX/XX/2023, when only XXXX hours had passed, falling short of the threshold for being 30 days late. Given the serious nature of credit reporting, every action should be taken for the utmost accuracy. I have tried to resolve this matter with Freedom Mortgage but need help. Their credit reporting practices for the month of XXXX are unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Back in XX/XX/2023 I made a payment to Freedom Mortage, on time as always. They had changed my escrow and my payment was on time but not the change in escrow. I did not find out about this until XXXX, after they reported my being late- I'm NEVER late. They took the late fee off, because it was not late but they reported me to the credit bur. and will not take it off, This is hurting my credit in a big way. XXXX months ago I sent them a letter requesting to take over my escrow so this does not happen again. I just got the unsigned generic letter saying no because I had a 30 late payment -- -- -your kinding right!!! I have tried to talk to them about this but they say their policy is not flexible, even thow it was them that made me late by not posting. This same situation just happened to me again this month of XXXX they changed my escrow and did not post my payment, Luckly for me I caught it before the 30 days. This is even more reason I want control of my own escrow, they keep screwing it up and changing it. Now I am waiting for a call from the next up in line to tell me its their policy. Dont I have a right to control my own excrow? And my payment was not late in XXXX, they made it late, even took off the late fee but wont change credit reporting. This is WRONG XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 836XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A