Date Received: 2016-11-02
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I did not receive promised lender credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2016-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-02
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I received notice that my mortgage was being sold to Freedom Mortgage back in XXXX 2016, so I called my current mortgage company and asked how XXXX 's payment would work since I had it set up as auto pay. I was told by my old company I would have to pay Freedom for the month of XXXX and they would not auto draft the funds from my account moving forward, so I immediately called Freedom to schedule payment but was told they did n't have all of the documents ready to set up payment but I legally had a 60 day window to the month of XXXX and it would not be counted against me, so I did n't worry and finally everything settled and XXXX 's payment was payed on XXXX XXXX. Boy was I wrong to let my guard down nowhere it is XXXX 2016 and I 'm trying to refinance front om FHA to a conventional and have been told by Freedom I 've been denied based on delinquency from XXXX. I am beyond frustrated because I have never been late or missed a payment prior to my loan being transferred which was out of my control, how is this legal for a company to penalize me when I was in the 60 day window? I am lost as to what I can do I 've tried explaining this to them but they keep giving me the run around, what are my options?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64015
Submitted Via: Web
Date Sent: 2016-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage needs to stop sending me Cash Out Refinance marketing materials. I receive at least 1 of these mailings per month. I have called them and asked that they stop. I asked to be opted out of all marketing materials when I called. In addition, I completed an Opt Out letter they sent and returned it. They responded with a letter confirming that I was opted out. However, I continue to receive these letters monthly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50131
Submitted Via: Web
Date Sent: 2016-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XXXX/XXXX/2016, I notified Freedom Mortgage about my financial hardships and that I wished to go through the loss mitigation process. I received a loss mitigation package from them requesting that I sign a few documents and send back some documentation as well. I forwarded the package back to them via email on XXXX/XXXX/XXXX once I finally received the package. Included in the package was a hardship letter ( per their request ) to explain the hardship I was experiencing. The letter also explained my situation regarding banking accounts. On XXXX/XXXX/2016, as I caled in to make a monthly mortgage payment, I asked if loss mitigation had any news for me regarding my request for modification. I was told by the rep that took my payment, they still needed all pages from my bank account. I explained for the 3rd time, that I did not have a bank account as stated in the letter ( obviously they have not read ), so stop asking and let 's move forward. That rep stated that she was going to notate that on my loan and have a manager review it to get the ball rolling. It has now been more than 30 days and they have stopped all communication with me. I spoke with a rep today as I was making another monthly payment and she stated the same thing about the bank account documentation. It is as if they are delaying the process on purpose so that they can foreclose on the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92544
Submitted Via: Web
Date Sent: 2016-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage does not document my current escrow balance. My loan originated with XXXX Mortgage and had been serviced there for 3 years prior to being sold. Freedom Mortgage does not reflect on their website or my monthly statement what my current escrow balance is. I am not provided enough information to determine what it is either. There is no starting balance for the year or disbursements for the year. Only the amount paid in for the year is shown. I have no way of knowing for certain how much of my escrow money Freedom Mortgage holds. I was told that I could call to get that information. I have done that several times and the reps are not very helpful. They just state the amount that I have paid in for the year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50131
Submitted Via: Web
Date Sent: 2016-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My family bought our first home about a year ago and we have had our mortgage servicing changed 3 times in the past year. Our current mortgage servicing company is Freedom mortgage. I tried to make my XX/XX/XXXX payment with this company on XX/XX/XXXX and I received a confirmation # from them which I have. They gave me a call on XX/XX/XXXX saying the payment had n't gone through even though I received a confirmation. I was told the bank info had a XXXX number error and it did n't go through because of this. Now they have added a {$73.00} late fee to my payment. Prior to this, I tried in XX/XX/XXXX to get automatic payments done, but their website would not allow me to do this. I also called them on the phone to do this without any avail. Furthermore, they 're website does not have the capability to save bank information ; therefore, it would be very common to have a human error when making payments. I was supposed to have a manager call me and reverse the payment. I had to call back today on XX/XX/XXXX because I have not had anyone reach out to me. Furthermore, I waited an hour and half and was still not put in touch with a supervisor. On top of this there was no record of my call on XX/XX/XXXX with them because their customer service rep forgot to save the notes. I 'm very upset that this company treats its customers this way and tries to gauge them with late fees.I never signed up to work with this servicing company and have been forced to do so because my mortgage keeps getting sold. Furthermore, they do not help their customers fix issues and waste their time when customers try to resolve issues. This is very troubling and this company needs to be investigated for their practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2016-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My Mortgage was transferred to Freedom Mortgage ( FM ) in XXXX 2016. Since that time I have repeatedly tried to have them correctly apply my regular Monthly payments, regular Monthly extra payments on principal only and random additional extra principal only payments. Note ; FM is responsible for auto drafting the Monthly payments from my account. My statements show the auto drafting Monthly. FM has wrongfully not applied payments on the correct days to correct places. I applied for a refinance to get rid of FM. ( I should not have to pay closing cost to get away from this lenders wrong doing. ) I was denied for the first time in my life because FM falsely and wrongfully reported me XXXX and 90 days late on payments. Please see the cut and past of my memo of the phone call to FM XXXX XXXX XXXX. XXXX XXXX 2016 Phone Call to FM XXXX XXXX teller # XXXX I requested to speak with a supervisor. XXXX pulled up my account. He ask what the call was about and said the calls are recorded. I told him this concerns the wrongful false reports FM made of late payments to the there Credit Bureaus. He put me on a 17 min hold while connecting me to the Escalations Department. After a 17 min hold, I reached XXXX, teller # XXXX ext XXXX. I explained FM wrongfully reported false late payments to the credit bureaus. FM auto drafts payments and this information sent to the credit bureaus is false. Payments can not be late since FM is responsible for auto drafting the payments. I told FM, I was denied a refi loan because of FMs false wrongful reports to the credit bureaus. A second denial is pending from the XXXX XXXX XXXX XXXX as well. " XXXX said, looking into my account, I was not late on any house payments. '' I read the denial email to him from XXXX stating, " Your loan is ineligible due to a 60 day late payment and a 90 day late payment reported on your credit report by Freedom Mortgage within the last 12 months. '' My XXXX was XXXX and now plummeted to XXXX, a serious matter. I have never been denied any credit until now. I ask FM to do an immediate bullseye correction today and immediately correct the false wrongful reports. I reminded him FM is responsible for auto drafting the house payments XXXX the first of each Month. And FM auto drafts an additional {$100.00} the first of each Month for the principal only. XXXX said he could get it corrected Monday. He said he will send it to Correspondence and Research and rush the response for a 48 hour 2 day turn around. I said this needs immediate attention, XXXX denial has already occurred and another application to the XXXX XXXX XXXX XXXX will also occur if not corrected stat. I ask how was it that FM reported this false wrongful info to the credit bureaus, if as you just stated, I am not late? XXXX said my account does not show a XXXX or 90 day late report. XXXX said this requires research to find the answers. He said I would be emailed a response by Tues XXXX. Also I would receive a hard copy in the mail. XXXX said he would monitor the account to make sure it is being worked on. I requested a copy of the corrections be sent to me in email I gave him my phone numbers for verification and a call back. Freedom Mortgage has refused to properly apply my payments. FM has reported me XXXX and 90 days late to the credit bureaus ruining my XXXX XXXX. I am convinced FM will start proceeding for forclosure on my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48348
Submitted Via: Web
Date Sent: 2016-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have {$450.00} of late fees on our account that are not valid. I have tried for over a month to resolve this issue but NO ONE will respond to me. I called customer service, they said it needed to be in writing, so I have sent XXXX emails with no response. I have google searched loan officers, sent XXXX emails ( they stated someone would call, no call has come ). I found someone on XXXX, again no response. I have provided documentation on the fact that the late fees are bogus and we have not had any late payments since XXXX of 2016. In XXXX of 2016 we received a foreclosure notice because apparently I missed paying the cents on our bill, instead of paying the {$1200.00} and some change, I only paid the {$1200.00}. I spoke with a gal and she stated I needed to pay {$150.00} and some change to get caught up with late fees, which I paid with our XXXX payment, but separately. Since then NONE of my payments have been late. Therefore I do not owe any additional late fees. I provided a list of my payments to Freedom Mortgage noting that none of them were late since I got caught up in XXXX. Their refusal to contact me only confirms that the late fees are not valid.
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: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I called my mortgage company, Freedom Mortgage, to find out what the pay off was on my home because we are selling it and purchasing a new home. They told me that is would cost me {$30.00} and it would be 72 hours before I would receive that information. They stated the fee would be added on to the final balance of the pay off on the loan. I feel that this fee is unacceptable and they are keeping my information hostage for a fee. There is not an early pay off penalty. This is my information and I do not feel they should be able to withhold it for a fee of any kind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64086
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I was contacted by Freedom Mortgage shortly after my mortgage was sold to them from XXXX encouraging me to refinance with them the loan they currently serviced. I was told they would lower my rate and it would n't cost me anything. I asked why they were doing this and they replied if we do n't someone else will. I agreed as long as the term of my loan was n't extended and the rate was lowered and it did n't cost me anything. Documents were mailed to me dated XXXX/XXXX/16. I signed them and returned them XXXX/XXXX/16. I contacted Freedom Mortgage several times after returning the documents to get an update on the process but no one would return my calls. I received a call from Freedom Mortgage inquiring about a loan I had at a credit union and it was suggested I pay it off since it was such a small balance, I did. Once again I made several calls to Freedom Mortgage to get an update and once again my calls were not returned. I finally was contacted by Freedom Mortgage requesting information I explained I had already sent it XXXX/XXXX/16. So XXXX/XXXX/16 I forwarded by fax and mailing hard copies as requested sent the requested information. I then contacted Freedom Mortgage to get an update but once again my calls were not returned. I then received a call stating that since I paid off the lian at the credit union they would have to change my loan. Freedom Mortgage requested I I pay it off and I explained this to them. They said I would need to start the process over because to much time had transpired from when I signed papers in XXXX. By this time its XXXX and they would be sending me more paper work. They have pulled a second credit report which has lowered my credit score because they have not done their job and stayed on top of this transaction they initiated. I 'm unable to " do anything that would affect my finances '' until this refinance is complete is what Freedom Mortgage has told me. I 'm very upset as they started this process and have drug their feet in finishing it. If I go to another institution to refinance my mortgage another credit report will be initiated lowering my credit score yet again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 525XX
Submitted Via: Web
Date Sent: 2016-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No