Date Received: 2016-09-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am writing this letter to explain my unfortunate set of circumstances that have caused me to become delinquent on my mortgage. I have done everything in my power to make ends meet but unfortunately I have fallen short and would like you to consider working with me to modify my loan. My number one goal is to keep my home and I would really appreciate the opportunity to do that. The main reason that has caused me to be late is nothing short of my own doing. I had entered into a bankruptcy case last year, due to my divorce and the amount of debt that I was left with but that case was dismissed on XX/XX/2016. The dismissal was on the declaration of the Trustee for failure to make all payments under the plan which I felt was more payment then I could afford. I was also offered a modification trial period with my home mortgage company. I began the trial XX/XX/XXXX and I made my first two trial payments but missed the third payment, which I did not realize ( XX/XX/2016 ). I continued sending payments XX/XX/XXXX and XX/XX/2016. Without me realizing it my car payments on the mustang had not been paid thru the trustee only the house and when the bankruptcy was dismissed they repossed my car, I had to get another car to be able to go to work, taking my income tax and another {$1000.00}, I purchased a used car, which at the time I did n't realize would affect my mortgage payment for XX/XX/2016 making it unable for me to make. I never received any word from my mortgage company that I had defaulted on the trial modification, until I had taped to my door a foreclosure sale set for XX/XX/2016. At that time my only option was to file bankruptcy again, this time my trustee payments are over {$2600.00}, I can not afford those types of payments. It is my full intention to pay what I owe, but at this time I have exhausted all of my resources so I am turning to you for help. My situation has gotten better because I can afford my car payment and mortgage payment with my income from my full time job and I feel that a loan modification would benefit us both. I would appreciate it you can work with me to lower my delinquent amount owed and or payment so I can keep my home and also afford to make amends with your firm.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93612
Submitted Via: Web
Date Sent: 2016-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-21
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: We received a call from Freedom Mortgage our current mortgage holder offering us a no cost option to refinance our home because all of our payments were on time. The lender said that our new rate would be a at least of .25 % less then what we are currently paying and it could be even less then that if our credit was good. They sent us us back a denial letter. In the denial letter they said that our credit score was XXXX which we thought and were told by everyone is n excellent score. However we own rental properties. Therefore we have several mortgages. All of them have always been paid on time with never a late payment to anyone. However because our loan can not be sold on the secondary market we were denied If lender turn down people with XXXX credit scores and who are willing to personally guarantee their loans. I guess the only people who can get loans are people like XXXX XXXX, who has had many bankruptcies and never provides a personal guarantee.. Why are we who are truly credit worthy being discriminated against.?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21204
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have paid down my mortgage below the requirement for PMI. Freedom Mortgage refuses to terminate my PMI unless I pay for an appraisal at my expense. Per the below they are to automatically terminate upon reaching 78 % of original value of the home so there would be no need for me to pay for an appraisal. My house has increased in value but that should not be relevant per the below. Automatic PMI termination Even if you do n't ask your lender to cancel PMI, your lender still must terminate PMI on the date when your principal balance is scheduled to reach 78 percent of the original value of your home. You also need to be current on your payments on the anticipated cancellation date. Otherwise, PMI will not be terminated until shortly after your payments are brought up to date. It 's worth noting a termination request is different than a cancellation request. Your lender must terminate PMI even if the principal balance of your loan has not actually reached 78 percent of the original value of your home - for example, because the value of your home declined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2016-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We received our annual escrow account disclosure statement from Freedom Mortgage on XXXX/XXXX/2016. They said we have an escrow shortage of {$1400.00}. In looking at the escrow account history we were confused by the way payments were going in and out of our account and why we started off with a negative balance. Our loan was bought out from First Mortgage Corp in XXXX At that time we were informed all escrow was in order during our previous statement. Things started to go wrong with our new company in XXXX with XXXX mortgage payments coming out within 2 days of each other causing issues with our checking account. In researching our escrow history we see our homeowners insure getting paid twice then credited back. XXXX XXXX taxes that had been paid by previous lender were double paid, then credited back and went in and out of our account 6 times! No one at Freedom Mortgage could explain why this happened. In following the trail we believe our account is negative by XXXX of XXXX XXXX tax payments that was taken out multiple times never getting credited back into escrow. Were were told this shortage was an increase in taxes which we knew was a lie because we have XXXX XXXX tax records and it only went up {$260.00} for the entire year. We have been on the phone for a documented 9 hours going around and around with people from Freedom Mortgage who ca n't show us where the money has gone. They are now blaming the old company. We will pay any money that is due, but it needs to be clearly shown to us why. The accounting from escrow account history just does n't make sense, and if our taxes only changed {$260.00} how are we short {$1400.00}. What bothers us is that no one in this company can show us the paperwork. We are making our house payments, but are not including the prorated escrow shortage amount until this get explained to us. We have never been late and are worried this will affect our credit and will accumulate late fees on that amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98001
Submitted Via: Web
Date Sent: 2016-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX, XXXX Freedom Mortgage is not applying principal only payments to my mortgage balance. My mortgage was sold to Freedom Mortgage ( FM ) XXXX XXXX. The beginning Mortgage balance was {$120000.00} when FM obtained the mortgage. Phone call to Freedom Mortgage Sat XXXX XXXX XXXX. Issue - Principal only payments had not been applied to the principal. A FM representative gave me some options, one option was to return my principal only payments. The options offered were unacceptable and I asked to be transferred to a manager. Instead of reaching a manager, I was transferred to XXXX in the Escalations Department. She was not helpful and often interrupted. I explained the principal only payments I made were not applied to the principal only. Those principal only payments were sent from XXXX XXXX XXXX bill pay in the amounts of {$3000.00} XXXX/XXXX/XXXX confirmation # XXXX, {$2000.00} XXXX/XXXX/XXXX confirmation # XXXX and {$1000.00} XXXX/XXXX/XXXX confirmation # XXXX. I stated FM had given me the principal only payment address to send online Principal only payments from my XXXX XXXX XXXX bill pay. I informed XXXX, I called back and spoke with a second FM representative to double check the address to ensure it was correct. XXXX said she had never heard of that address. I said it was not logical that XXXX FM reps had given me the same address and the payments were going to FM ; one was applied to the principal only. She asked if there was anything else she could do for me. I responded yes ; however, she hung up on me. The other issue was the a Monthly auto draft which I had set up with F M as an auto draft in XXXX XXXX for the amount of {$1200.00} with regular P & I payments of {$1100.00} and {$100.00} principal only. I established auto draft to ensure all payments would be correctly and timely processed. This also was incorrectly done for the XXXX XXXX XXXX payment. The regular Monthly XXXX XXXX house payment had not been applied. On XXXX XXXX FM incorrectly paid {$1000.00} to Principal, {$100.00} to Principal and {$130.00} to P & I and resulting in the house payment of {$1100.00} not applied. I was not able to address this since XXXX hung up on me. I called back and asked for a Supervisor. I was told I would receive a return call from a Supervisor. Monday XXXX XXXX, I received the return call. I went over each principal payment incorrectly applied and asked they be correctly applied on the dates I had specified and not on a later date, to avoid paying more interest than necessary. Those principal only payments were sent from XXXX XXXX XXXX bill pay in the amounts of {$3000.00} XXXX/XXXX/XXXX confirmation # XXXX, {$2000.00} XXXX/XXXX/XXXX confirmation # XXXX and {$1000.00} XXXX/XXXX/XXXX confirmation # XXXX. I informed the FM supervisor the auto draft XXXX XXXX XXXX incorrectly paid {$1000.00} to Principal and {$130.00} to P and I ; making an incomplete house payment to P & I and applied {$100.00} to Principal. I informed him the Monthly paper statements I receive do not match the Loan Overview online. Example the statement dated XXXX/XXXX/XXXX shows payment due XXXX/XXXX/XXXX and the loan overview online shows the next payment due XXXX/XXXX/XXXX. Both do not reflect payments posted properly. I asked to be sent an amortized itemized listing with corrections showing the beginning balance, date of regular payments and all additional principal only payments reflecting the running balance. I mentioned the conversation to him and I was hung up on by XXXX in the escalations Department. The supervisor said the corrections would be completed in two days, XXXX XXXX, XXXX and the itemized accounting statement. XXXX/XXXX/XXXX I received the alleged corrected itemized mortgage statement which is INCORRECT. The principal only payments have not been applied. I need the corrected itemized statement today showing the mortgage balance for each payment, both Principal Only and P & I payments.
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: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: One two separate occasions XXXX and XXXX my escrow payment increased. These increases caused my payment to have shortages. XXXX Issue : When this happened in XXXX I sent in the shortage amount and it was received before XXXX, but the offices were closed for the XXXX holiday and not credited to my account. This triggered a computerized non-payment ( 30 days past due ) process, because it was not in the full amount. All XXXX of the major credit bureaus were given negative 30 days past due remarks. I eventually got a supervisor from Freedom Mortgage to fix the problem and sent me a letter that the credit bureaus were notified to remove the negative remarks. Fast forward to XXXX and the XXXX 30 days past due is still there. I only noticed because once again something similar occurred. XXXX : Similar situation, escrow increase, I adjusted my scheduled payment for the wrong month. I did n't realize anything was wrong until I got the financial hardship paperwork, I was confused since I made all my payments. I called them immediately and they said I was short on a payment ( {$120.00} ) and they did not credit any of my payment. I was told it would not be marked late if sent in the shortage right away. I did this and obviously that was not good enough and I was marked 30 days past due ( even though they assured me I would n't get marked late with credit bureaus ), then I got hit for 31-59 days past due because they were just holding 2 months worth of payments and not crediting my account. I spoke CS everyday Mon-Fri during the month of XXXX. I was sincerely trying to deal with this problem, I even sent in the shortage amount again during the month of XXXX, which seems to be an over payment. I waited the entire Month of XXXX to get in touch with a supervisor, calling every other day with no luck. They called my house phone once while I was work even though I specified them to call my mobile number. For the last 2 weeks in XXXX, I never got a call back from a supervisor to address these issues. I was told it would take 2-3 business days by a CS rep eventually, but that never happened. There 's no way to call back a supervisor and every CS rep has a different supervisor so you have to go through the front line ( and the long process ) every time you call in and hope that a supervisor is available ( never ), or will actually call you back ( not likely ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/2016 there was a one-time special added to my annual taxs. I was never notified about this, I just started receiving call that my loan was in default and I was not paying the proper taxes. They quoted my taxes to be approx. {$950.00}. I then check with the county assessor office and the accrual tax is {$420.00}. I notified freedom Mortgage to investigate this, which they never did. I then discovered on my own the special assessment and on XXXX/XXXX/2016 I paid freedom Mortgage the amount of the one time fee. therefore my mortgage should rerun to normal. I requested numerous times for a break down of the PITA and $ in escrow. No contact only calls that my loan is still in default. I have tried several time to resole this and request either an upper management call me or their legal department. To resolve. they are threatening me with foreclosure and in conversation with the agents they have no notes in the system that they stated tthey would note. I have mailed in certified mail bank statements showing all payments are made on time and the payment of the special assessment. I also have sent them copies of the tax bill. I still am getting letters of foreclosure. I have now requested all documentation and future discussion to be in writing. I need to stop this foresclosure because I am not in default. Freedom Mortgage has misappropriated my loan funding. I am a Vet ( XXXX ) and I need assistant in dealing with Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have two problems. The first one is the mortgage servicer just seems to add fees to my loan because they feel the need to. I never agreed to it and it seems to be a recurring problem for this company. They added double insurance because they didnt feel we had adequate insurance. They did fix it but it 's a headache to have to deal with it. Especially when I 've only been with this servicer for a few months. The second problem. I 'm in the process of doing a refi on my home loan. My loan company requested a payoff for us to fund the loan. Today, i received my mortgage statement and there is a {$30.00} fee for the payoff. I did n't authorize any additional costs to be added to my loan. Can this company just add money to my loan without my authorization?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94545
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Freedom Mortgage has not given the title company my loan payoff amount so I can close on the home and payoff my home, which is in foreclosure. I am a XXXX and currently have a VA loan through Freedom Mortgage. XXXX XXXX has been calling/faxing Freedom Mortgage for an updated payoff amount since XXXX XXXX. It is not XXXX XXXX and the loan documents for the buyer are going to expire and each time I call Freedom Mortgage tells me they did n't receive the demand letter/they can not give us the demand letter or excuse after excuse. I am in danger of losing all my equity in my home and having a foreclosed home because Freedom Mortgage refuses to give XXXX XXXX the payoff amount. Freedom Mortgage has denied me a supervisor and they will not provide any other way to obtain this payoff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 96080
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: IMy Mortgae was sold to Freedom Mortgage. I obtained the address to make auto payments the XXXX of each Month to make my regular payments and the address to make additional principle ONLY payments online from Freedom Mortgage. This occurred in XXXX 2016. Freedom Mortgage gave me the address to make principle only payments online in XXXX 2016. I set up the bill pay address and even called back tomFreedom Mortgae speaking to a second representative as a double chech to make absolutely certain t When I chose to make an an additional principle pay, net the online address was correct. The second XXXX XXXX rep confirmed the address was correct. I made additional principle payments and at the beginning they were correctly applied to the principle ; however, later the same principle only online payments were not applied to the principle. I called Freedom Mortage to correct this. I asked for a Manager and got XXXX in the escalations XXXX. Even though I ask for a manager, she was not a manager. She was beyond helpful and certainly was overbearing and unacceptable and an extremely poor employee. I felt my normal peaceful calm going away from this jerk. She was rude, interrupted me constantly, incompetent and hung up on me. I called back and again ask for a manager since this is highly important to me. I reached another employee not a manager, and told them the several online additional principle only payments were not applied to the principle. I was told by this individual that they never hear of the address for the online principle only payments I had been making. I told her I got the address from Freedom Mortgae and confirmed it twice as double check to make sure my online principle only additional payments would correct. Some of the online additional principle payments were correctly applied to the principle and others were not. I did not get a manager to speak with nor a return call from a manager to correct this disaster. I was on the phone for an unacceptable amount of time ruining my Saturday and this is still not corrected.
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: 2016-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes