Date Received: 2016-10-18
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I applied for a refinance with Freedom Mortgage. They received my application and they sent me some documents out for me to review and sign and return, which was done. They received another email saying they received it and needed another document showing whats called a subordination from XXXX XXXX XXXX XXXX. Then they informed me they were awaiting the subordination package from XXXX XXXX XXXX XXXX which was XXXX 2016. Freedom Mortgage continued to send me emails saying that they were waiting on the subordination from the XXXX XXXX XXXX XXXX. The last email I received from them was in late XXXX. They said they were still awaiting subordination from XXXX XXXX XXXX XXXX. Having concern about it, I called the XXXX XXXX XXXX XXXX. The XXXX XXXX XXXX XXXX informed me they were not in receipt of the subordination and that was in late XXXX. I provided a contact phone number to XXXX XXXX XXXX XXXX for Freedom Mortgage. The XXXX XXXX XXXX XXXX informed me that due to my request and the situation at hand or words to that effect that they would contact Freedom Mortgage on submitting a subordination request. It was late XXXX that XXXX XXXX XXXX XXXX informed me they would send out the request. The XXXX XXXX XXXX XXXX contacted me to let me know that they were in receipt of the subordination request from Freedom Mortgage. XXXX XXXX XXXX XXXX further informed me that they would expedite it on my behalf. The XXXX XXXX XXXX XXXX called me to inform me that they finally received the subordination request. Approximately 2 days later, the XXXX XXXX XXXX XXXX stated that they received it and had a few questions of me. I proceeded to answer the questions and XXXX XXXX XXXX XXXX they would expedite and submit it to Freedom Mortgage. My question is why did they tell me they would submit a request in early XXXX, and did not actually submit it until late XXXX, after I called. Freedom Mortgage informed me through telephone call and some kind of post-it note I received on my door, I was authorized to miss XXXX mortgage payments, which Freedom Mortgage denied later. I sent copies of the notice I received on my front door. So I been getting the emails constantly that they found some errors in the subordination, but those errors were not on my part. Then they emailed me again saying errors had been corrected and they were going to forward it for approval to the title company and this was going on for XXXX3 weeks. Now we into XXXX and they keep saying that theyre awaiting on the approval from the title company which I believe was another prolonged setback on closing my refinance. In XXXX of 2016 I received an email from Freedom Mortgage informing me an account must be current in order to close. Due to the prolonged delays and setbacks, I missed XXXX and XXXX payment due to this setback which resulted in Freedom Mortgage that they were going to withdraw their refinance request. And I was appalled at their actions because of the prolonged setbacks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-18
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Back in XXXX XXXX, Freedom Mortgage was to close the refinancing of our mortgage loan. We started the loan application in XXXX XXXX and on the onset, our feeling was things were being handled and managed to allow us a closing date of XXXX XXXX. When there were delays due to operations issues with Freedom, we requested that all of these issues be resolved before the party involved in the transaction had travel plans and would be unable to postpone them. Needless to say, Freedom was negligent in responding to this and closing did n't happen on time for this party to leave for Florida for 3 months. BUT, to make a solution for all concerned, we moved the closing to XXXX XXXX and myself and my other half had to pay the cost of an airplane flight from florida to our home and then return back to florida. Needless to say, XXXX date of settlement came and there were again problems made along the way by Freedom that caused delays in settlement on that particular day of closing. They provided a closing cost statement without knowing all of the numbers on the itemized report and could n't explain it to us at Closing. It required further email follow up days after the " closing '' for anyone to provide the complete closing details to us. HIGHLY UNUSUAL for a Mortgage Company in the business of closing loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18017
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Unfortunately it has come to my attention after paying my mortgage each month I was in defaultt for nonpayment by my wife. unknown to me they call me direct which I made my payment in full and and current and mailed it to them. but they sent it back stating the next payment was due and return The check back requesting another payment due each time and each time they will send another check this was done numerous times .till I was sent a foreclosure notice and then the sent The checks. I imediately retained a lawyer to represent me in the foreclosure matter .I was told that this would take some time. after waiting for an extensive amount of time. I went back to the lawyer what I was told that there was no set date yet. fed up with waiting on XX/XX/2016 I want for consultation with another lawyer. when she did her research on the case file it was brought to our attention then that the foreclosure process was done and the house is sold one year prior. they stated we were notify about the whole process by sending notice to XXXX kids in college XXXX XXXX an XXXX XXXX there were no notices or statements I was not notified in any time or anyway. I was never given a chance to protect my house which I invested in or shelter for my family. I was treated unfairly even at the closing purchase of this house I was told by my by my lawyer in all his years of practice he has never seen anything like this I was fed to the wolves. to whom it may concern I am asking you to take a good look at these people and my case thank you in Advance XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10550
Submitted Via: Web
Date Sent: 2016-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: When trying to make a payment online via website of Freedom Mortgage there is an " error on payment. '' Valid payment information was entered and was entered before the due date. I believe Freedom Mortgage does this intentionally to take advantage of consumers and extract additional late fees from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2016-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-14
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I have been trying to get a loan payoff on my loan for almost a month now. I was told again that I would have it by today, Friday XXXX/XXXX/2016. I understand that I have not made payments however I am trying to settle the account on the sale of the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89108
Submitted Via: Web
Date Sent: 2016-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX, 2016 Freedom Mortgage ( FM ) has sent the attached XXXX 2016 statement including incorrect transaction activity from XX/XX/2016-XX/XX/2016. The transaction activity consists of XXXX lines labeled with descriptions listed as " Payment '', " Curtailment Rev '', " Payment Reversal '', " Curtailment '' and " Amortization Schedul ''. On the transaction activity the headings listed are " Interest Paid to Date '', " Transaction effective date '', " Transaction amount '', " Interest paid '', " Principal paid '', " Late Charges Paid '', " Fees Paid '', " Escrow Paid '' and " Optional Insurance ''. It depicts inaccurate misplaced payments and lists late fees and additional fees and unapplied payments along with curtailment rev and payment reversals. This is incorrect, there are no late charges, fees paid or unapplied funds ; however, FM shows figures in these columns penalizing me. How is this possible when FM auto drafts from my account and my statements show funds taken XXXX the XXXX of each Month by FM? These columns should not list any figures in them. There should never be a late fee, fees paid nor any money unapplied. This needs to be corrected. FM is set up to auto draft the house payments the XXXX of each Month. Auto draft was set up to ensure prompt accurate payments. FM is responsible to auto draft and apply those payments including an additional principal only payment for {$100.00} XXXX the XXXX of the Month. Explain why any late fees, fees and unapplied funds are listed on the transaction activity. Each XXXX of the Month my bank statements show the auto draft payments to FM for {$1200.00}? FM is responsible for auto drafting the house payment the XXXX of every Month for {$1100.00} P & I and an additional {$100.00} for principal only totaling {$1200.00}. The XXXX statement and transaction activity is filled with mismanaged incorrect payments. FM did not apply the very first payment on time when the loan was sold to them. First payment was to be paid XXXX XXXX and FM auto drafted it late. On XXXX XXXX FM failed to make a complete house payment. FM paid only {$130.00} to P & I and {$100.00} to principal ; however, it is unclear where the additional {$1000.00} auto drafted from my account went. The columns depict many payment reversals and curtailment reversals including minus signs in many areas. FM has identified several payments as cash receipt on the loan overview. Where are payments identified as " cash receipt '' applied? Where are payments labeled " payment '' applied? ... Interest, principal I can not continue to send FM additional random principal only payments because FM has not applied the past principal only payments correctly to the principal on the correct dates. FM is preventing me from paying off my mortgage by not applying my payments to my loan correctly. FM has not correctly auto drafted P & I payments. FM has not applied the Monthly recurring additional {$100.00} principal only payments correctly. All fees and unapplied payments need to be corrected to XXXX. The Unapplied Funds column has many entries. Why do any entries appear in this column? Define what unapplied funds are? I have repeatedly ask FM to correct the random additional principal only payments I made using the FM address designated to receive principal only payments. The address was provided to me by an FM representative in XXXX 2016. I called FM a second time speaking with a different representative to verify the accuracy of the address. This was confirmed as the correct address to receive principal only payments. The three random principal only payments I made from XXXX for {$1000.00} delivered XXXX XXXX/XXXX/16, {$3000.00} delivered XXXX XXXX/XXXX/16 and {$2000.00} delivered XXXX XXXX/XXXX/16 do not show applied to the principal only. They are described as cash receipt and payment. The dates applied are after the deliver XXXX dates. I requested FM to provide the balance of my mortgage after each payment.
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: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Soon after the purchase of our home, XXXX XXXX sold our loan to Freedom Mortgage. We did not have an escrow account. Prior to the change over XXXX mistakenly created an escrow account and paid {$950.00}, which was corrected and credited back. However, when the loan account was transferred to Freedom this documentation was not with the file and they received an account with an escrow shortage of {$950.00}. Which they tried to collect from us. We informed them there was no escrow account and never was. We had XXXX on a XXXX way call with Freedom and XXXX stating that this was the case and that everything was current that XXXX never sent any bill. XXXX submitted the documentation for this to Freedom directly to XXXX XXXX ( this freedom agent asked for it to be directly sent to her ) on which we were cc 'd on the email. Freedom continued to deny receiving the document which we were fully able to view, open, save and see from the email. We again submitted this directly to now XXXX ( XXXX XXXX ext XXXX ) as well as Freedom 's customer care multiple times, with no response. We did this multiple times over the next few months. With no follow through from Freedom at all, never once have they called when they said they would. We finally had to fax the document in order to have Freedom confirm the documents receipt to XXXX. Freedom still claims they can not alter or correct the account or close the escrow account even with this documentation. They then put a hold on our last months payment, the funds have been taken from my bank account fro the scheduled payment but not applied to our loan. They are imposing late fees and have also filed to make our account delinquent with 30 day late payment. All the while we are fully paid and submitted on time properly. The funds have been taken from my XXXX XXXX account for the mortgage payment on time but payment has been not applied to the loan. We are in the process of trying to buy a larger home for our growing family but can not with a 30 day late report on credit file now. This process has been infuriating and completely the fault of the mortgage companies and nothing whatsoever to do with anything that I have done. This has been going on for months with hundreds of hours on the phone to Freedom and XXXX. Freedom has gave us the run around, lied to us, and provided no assistance. We also reached out to XXXX to have them set up an appointment to talk to Freedom as well. Our new broker suggested we contact BCFP and that this is exactly what you guys are here for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95624
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have prepaid my flood insurance for 3 years and my home insurance for the year. Every month I pay for both flood and home owners insurance despite submitting proof that they have been paid in full. I have contacted there escrow department over a dozen times. They fail to respond unless severe persistent measures are taken. I have called, sent emails, even certified letters. My insurance company has contacted them. They have confirmed they have gotten the documents and yet, every month I am still overbilled. They overpaid my property taxes by XXXX, which when asked by the XXXX clerk she has no idea why they did it. I feel its unreasonable that I, nor anyone else should be forced to used a lending carrier that cant even bill every month correctly. If they can not handle paying the appropriate people ie my insurance company, the tax borough and whomever else I should not be forced to have incompetence controlling my finances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Received an annual escrow account disclosure statement on XXXX XXXX, XXXX that shows a shortage due of {$6400.00}. My homeowners insurance , county and city taxes have each gone down when compared to bills paid in XX/XX/XXXX. If a shortage existed last year why was there only an increase of {$96.00} monthly for escrow ( {$1200.00} for the year ). Either they have serious accounting issues or they are ripping me off. When I called the Customer Care Department and selected the prompt for escrow the person was unable to answer my questions. Escalated to Sheriff. During this conversation it was clear that the analysis they sent me for XXXX failed to properly disclose amounts paid in XXXX for the higher tax amounts. The timing in the escrow analysis has caused this huge discrepancy. Why was the first analysis performed XXXX/XXXX/XXXX and adjusted again ( down ) on XXXX/XXXX/XXXX then the next analysis not performed until XXXX/XXXX/XXXX resulting in two years of higher than originally scheduled tax amounts to be due. An adjustment should have been made earlier to prevent a negative escrow balance of over {$5000.00} to result in a 14 month period. This is unacceptable behavior from a mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2016-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-11
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Back on XX/XX/XXXX we did a Loan Modification on my home. At the time that the modification was done the principal balance was around {$190000.00}. But, keep in mind that when Freedom Mortgage took over the loan XX/XX/XXXX my principal was {$190000.00}. So, when the loan was modified back on XX/XX/XXXX my principal balance was {$140000.00} and {$58000.00} was put to a Subordinate Note. Adding that up come to {$200000.00}. That is more than the original principal balance of {$200000.00}. When all the paper work came to me from XXXX XXXX the only things was the Subordinate Note and Subordinate Instrument. NEVER HAVE WE GOT A FEE BREAK DOWN SHEET OF ANY SORT. I HAVE TRIED TO CALL LOANCARE BUT NO ONE WILL TALK TO ME, THEY TELL ME TO CALL FREEDOM. WHEN I CALL FREEDOM MY CONTACT PERSON DO NOT UNDERSTAND WHAT I AM TALKING ABOUT. AT NO TIME I WAS TOLD THAT ADDITIONAL MONEY WOULD BE ADDED TO MY LOAN. ONCE AGAIN, WE NEVER GOT A BREAK DOWN OF THE FEES EVEN WHEN WE RQUESTED THE INFORMATION AGAIN. Please understand that LoanCare, may have done a fraudulent and or misrepresentation on your behalf. This will sever as notice to you. And a copy of this is been sent to Loancare as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2016-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes