Date Received: 2016-11-21
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Was contacted by my mortgage company, who offered to lower my interest rate at no cost to me. After a couple of phone calls, I realized I was actually " re-financing '' my mortgage, not just lowering my current interest rate. I felt this was very deceptive. The first person I spoke to sent me to another person who said she would be my point of contact through out the process. This did n't happen. At every step of the way I was given another " contact '' who would be with me " through out the process ''. After explaining to several " contacts '' that I did not want to finance more than my current principal balance I received my first closing disclosure. This doc was incorrect because they added money to the principal, which I had already explained to several of my " contacts '' I would rather pay for than finance. I was told the docs would be fixed. They then showed up at the closing with the wrong version of the docs. The closing did n't happen. A second closing was scheduled. Another set of closing disclosure docs were prepared. These docs added even more money to the principal which I explained again to my newest " contact '' was n't acceptable to me. After spending 45 mins on the phone with my latest " Contact '', I thought I had finally made the point that I was trying to make all along. I wanted to only finance what my current principal balance was, and would pay for the additional moneys required to payoff the current loan. I was told this would be the interest amount from the XXXX of the month to the date of closing. They would still pay all closing costs. Second disclosures showed up. Once again incorrect. I was told to keep my scheduled closing date as a new set of docs would be drawn up in time for this closing. I never received this third version until the actual day of the closing and yet again the principal amount was now even more. I am now stuck. If I do n't close I 'm going to have late fees for missed mortgage payments. The missed payments were because my " contact '' told me not to pay them as they would be taken care of once the new loan was closed, which did n't happen. The aggravation of having to explain myself over and over to many different " contacts '' and none of them actually doing it the way I wanted makes me feel like they are trying to scam me out more money than necessary. I do n't want to close this loan but I am now on the hook for late fees. So either way, the 're getting more money out of me than was necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I currently owe XXXX $ XXXX on my home with 22 % made on my principal payment ( $ XXXX home value ) and live in the US. I am currently just past year XXXX of my loan. At 20 %, I sent a letter to my lender stating that I would like my PMI removed, which they responded that I would have to have my home assessed to process the removal or it would automatically be removed at 22 % of my principal payment. This aligned with what I had read online and felt sure this would work. At 22 %, I was still getting charged for my PMI. I called and asked why it was not auto-removed, and they told me that because my loan was so new ( 3 years ), that the PMI could not be removed until 25 % ; additionally, the PMI would be automatically submitted for removal at the 5 year point ( XXXX 2018 ). They stated that I could send another request letter to remove the PMI prior to then, but there 's no chance it will get approved. I was under the impression that Federal Law states that the PMI MUST be removed at 22 % of principal payment. What are my rights as a consumer/borrower and am I getting taken for a ride? What is my best recourse for removing the PMI? Thank you in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60540
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In late XXXX 2016, I listed my home for sale because I could not pay the mortgage. On XXXX XXXX, 2016 I received a notice of Intention to Forclose Mortgage. I had spoken to the mortgage company several times and knew this was coming. I wanted to work with them to turn over the home to them as soon as possible to minimize the loss for everyone. On XXXX XXXX, 2016, I was assigned a " single point of contact ''. His name was " XXXX '', but he could not provide a last name. I called numeous times including XXXX/XXXX/2016 and XXXX/XXXX/2016 and spoke to different people. On XXXX XXXX, 2016, I mailed the " Loss Mitigation '' package to the company by regular mail. " XXXX '' acknowledged receipt several days later. I spoke to him several times and mailed in a revised IRS XXXX form as requested and sent a copy of the real estate listing agreement as requested. XXXX assured me the matter was a " slam dunk '' and the closing would occur in 45 to 60 days. ( I was later told it would have closed on XXXX XXXX, 2016 ). Instead, I received a letter saying my request was denied due to missing bank statements. IN FACT THE BANK STATEMENTS HAD BEEN SUPPLIED. I called many times to get this completed and spoke to a different person each time. I was told " XXXX '' quit, there was package there but " there was nothing in it '', the package itself no longer exised but it " was in the computer ''. I was often told documents that I had suppled were not there. Eventually I was told the time had lapsed and I had to begin all over again. These calls included the following : XXXX/XXXX/16 ; XXXX/XXXX/2016 ( the system was down ; XXXX/XXXX/2016 ; XXXX/XXXX/2016 ( XXXX calls, XXXX different people ) ; XXXX/XXXX/2016 ; XXXX/XXXX/2016 ( XXXX calls, XXXX different people. ) I once again completed the package, ( it took WEEKS to get another copy ) and mailed it in. They denied receiving it but depending on who I spoke to some of the people seemed to have some of the documents I sent. I sent it AGAIN by certifed mail on XXXX/XXXX/2016. Since then they have asked for douments that do not exist, such as XXXX forms in connection with a sale and documents already received. I am told my file can not be assigned to any particular person. In the meantime, on XXXX XXXX, 2016 they filed a forclosure action in court. I tried contacting the attorney who signed the complaint, and was told she " left the firm ''. The attonrey who was taking over the file did not have the file the first time I spoke to him. He is polite and usually returns my calls but seems unable to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08807
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to Freedom Mortgage without my knowledge. I believe the transfer occurred in XX/XX/XXXX. I continued to make my monthly payments, on time, directly to XXXX as I always had. I made electronic payments via XXXX online billpay for the amount of {$1500.00} for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX on XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. XXXX has stated that they forwarded those payments to Freedom Mortgage on XXXX, XXXX, and XXXX respectively. XXXX has assured me that all of those payments were forwarded electronically - not via paper check. Freedom Mortgage received the first XXXX payments and applied them to my account, but they did not receive the XXXX. XXXX has not returned the XXXX payment to me and has also repeatedly refused to provide any proof of them forwarding that payment to Freedom Mortgage. Freedom Mortgage has repeatedly assured me that they have not received that payment. Neither company is willing to contact the other to help me resolve the issue, even after weeks of numerous calls and emails to both companies. My mortgage account is now in default, and despite having an impeccable credit history my credit record is now in jeopardy. During every single call to XXXX I have asked them to provide a transaction ID for that third payment of {$1500.00} that they claim to have transferred to Freedom. They have refused to provide any unique identifier or proof of payment to help me locate this payment. XXXX stated that the only way for one to find out more information about this transaction is for Freedom to directly contact XXXX processing department. Freedom has refused to do that, and also refused to allow me to conference both companies onto the same call to resolve the issue. I 've launched multiple research tickets with both companies, and they have not made any progress in locating the missing payment nor disclosing any transaction information that would help me to do so. It 's also worth noting that I made my XX/XX/XXXX payment to Freedom by check to prevent any further issues with my account, but they incorrectly applied it to the missing XX/XX/XXXX payment. So while they are showing I still owe them for my XX/XX/XXXX payment, it 's the XX/XX/XXXX payment ( which I made on XX/XX/XXXX to XXXX via XXXX online billpay ) that either XXXX failed reimburse or forward that is currently missing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-16
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: On or about XX/XX/2016 I was contacted by my mortgage company XXXX Mortgage about refinancing my VA loan. I was told by the agent that I would not have a payment in XX/XX/XXXX and would have my next payment on XX/XX/XXXX But I was also told not to skip XX/XX/XXXX thus leading me to believe that I would still have a 30 day grace in skipping a payment. Now the company is saying I should not have been told that by the agent or the closing agent. I was assured this was the case and now that the loan is closed it was all a lie
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66061
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage has failed to pay my XXXX property taxes by the XXXX XXXX due date. Freedom Mortgage is collecting {$470.00} each month intended to pay taxes and insurance. I have loan closure documents specifically stating that city taxes will be paid out of that escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our home flooded in XXXX in Louisiana, We have received our Insurance check to finish repairing our home. The Mortgage company had us sign up on XXXX and follow the To do List. It read ( which i have a copy ) to send the Insurance check unendorsed and a copy of the adjusters worksheets, which I did. Then the To Do List changed to we have to have a Licensed contractor. We are over 80 % complete in repairing our home and my husband was a XXXX for 19 years and chose to close his XXXX in 2014 because rising Insurance cost and bad employees. He then in XX/XX/2014 went to work for a XXXX, that XXXX. So this is what he does for a living. They told us that as of last year their company changed their rules and no longer let you self repair your home, which we have never received anything in writing. They also told me that they sent a flood claim instruction booklet to us when the claim started, but we never received it and they can not find in their records where it was ever sent. No one in Upper Management will even call us after requesting to speak to someone and being told on XX/XX/XXXX, that we would receive a call back in 3 business days. Now I need to know what and where to go from here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom mortgage increased our monthly mortgage payments by {$500.00} stating that we had a " shortage in the escrow account. '' They indicated that the school taxes, homeowners insurance, tax increases. We believe that they had us down for STAR exemption in NYS when it had not gone through back when we applied on XX/XX/2013. For the past three years Freedom Mortgage was paying our taxes based on a STAR exemption that we did not have and when they realized they raised our fixed rate mortgage by {$500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10566
Submitted Via: Web
Date Sent: 2016-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-13
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I applied for a refinance of my home mortgage with Freedom Mortgage on XXXX/XXXX/2016. Finally closed on XXXX/XXXX/2016. I received numerous requests for the same information. Delay after delay. Incorrect information on documents sent to me numerous times. A request for a letter of explanation from my employer for an error caused by Freedom Mortgage. I sensed a delay in wanting me to get frustrated and walk away from the refi due to the slightly lower interest rate and my adding cash at close in order to increase my equity and eliminate the need to pay for mortgage insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2016-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Before my loan was acquired by Freedom Mortgage, XXXX was collecting escrow from me without paying the state. At the end of the year, I was sent a check from XXXX with the entire amount I was paying them, from which I used to pay my outstanding taxes ( which XXXX mistakenly did not pay ). I never paid escrow again to XXXX mortgage. While I was fixing the problem, my mortgage just happened to be sold to Freedom Mortgage. Freedom Mortgage paid my property taxes, without any money in my escrow account. They paid the state a much larger and very incorrect amount which they are now basing my escrow analysis on. I 've recently received an updated Escrow Analysis which incorrectly states the total {$1800.00} as a COUNTY TAX. If your team had read my previous e-mails above or listened to any of the previous recorded calls, you would know that the Tax Correction form states a total of {$740.00} as a county tax. Your incorrect escrow analysis states that my monthly payments due will increase from {$470.00} to {$1100.00} starting in XX/XX/XXXX. This is a monthly payment that will be extremely difficult for me to afford. This is entirely a problem created by both XXXX and Freedom Mortgage. XXXX failed in setting up my escrow account after I closed on my home and then sold my mortgage to you while I was in the middle of fixing the problem. Freedom Mortgage has repeated failed in fixing the problem and you have continually dragged your feet in getting the job down quickly, to the point where now you are stating that my mortgage payments will increase by 135 % This has been an ongoing issue since XX/XX/XXXX. FM 's customer service department appears to be clueless to the situation when I call, missing e-mails, attachments, and facts from previous calls. Every call I have to re-explain the situation and am given no solution but to either call back another time or re-send a previous e-mail. I am simply trying to pay the CORRECT escrow amount without going bankrupt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No