Date Received: 2016-08-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage is with Freedom Mtg & a few months ago, they contacted us asking us to refinance. After some convincing, we agreed as they would be paying all closing costs and lowering our monthly payment. We were told by their agents, XXXX and XXXX, not to make our XXXX payment as it would just be refunded. I asked several times if they were sure we should not make the XXXX payment and was reassured that we should not as long as we closed before XXXX. The closing was XXXX. I cancelled the already scheduled payment. On XXXX XXXX, we began getting delinquency calls from Freedom. Each time I would explain they asked us not to make a payment, gave their disbursement date, got the run around, they said it was automated and would probably happen again and there was nothing they could do. It happened many more times, sometimes twice a day. We were never delinquent in our loan and only cancelled the payment at their request. We also got delinquency letters and statements. I called again with the same response, it is automated, nothing they can do, each department blaming the other ( refi and mortgage ). Spoke to XXXX weeks ago, asked him to look into it and have it stopped, he promised he would get back to me but never did. They sent escrow refund dated XXXX XXXX for {$310.00}. They sent another delinquency notice dated XXXX XXXX saying we were 48 days delinquent, but zero owed. See statement attached, see XXXX page for delinquency notice. It is abhorrent that they are unable to figure out how to make their left hand speak to the right. If you are refunding me for the same account, why are you accusing me of delinquency? I spoke to them again, they said it should not have happened but can not say why it did, or how they will fix it. For a month and a half, we have been getting these calls and letters accusing us of being delinquent. We do not pay our bills late. The only time we had an issue with late bills was when we bought the new house and there were mail delivery problems because the neighborhood was so new. To repeatedly be accused, for such a protracted time, is harassment and it needs to stop. This should not be happening to any customer refinancing, much less a customer they asked to refi with them and told not to make the payment. If we were actually delinquent, I would not have a problem with the contact because it would be my own fault. However, this is rising to the level of absurdity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To whom it may concern, On XXXX was the last day my husband has worked he was having XXXX and we where going from doctor to doctor. on XXXX had to be admitted to the hospital for XXXX. My husband was in the hospital for 12 days, had a XXXX ( XXXX ) and had a XXXX. Discharged on XXXX and on XXXX we were told by the XXXX he had XXXX. My husband who is a Veteran and was XXXX XXXX during the XXXX could XXXX and could not work. Our initial Home loan was through XXXX but they transferred our loan ( after sending the initial modification packet ) to Freedom Mortgage. on XXXX I called Freedom Mortgage for the first time to see if they had my Modification packet from XXXX. Freedom Mortgage said they did not have any Modification packet. On XXXX I left a message for XXXX never heard back all though she was my XXXX Teller number XXXX. Received an advertisement in the mail from a Company to assist us with getting a Modification. on XXXX we signed up with XXXX XXXX XXXX to get a modification, we paid them a total of {$5200.00} to represent us in getting a modification. This complaint is against Freedom Mortgage on XXXX I received a letter to Accelerate and move to Foreclosure. We have never received anything in writing stating that we were denied a Modification. We have never received anything stating that we need to be placed on trial payments. We have answered and sent in everything that has been asked of us including : paystubs several times, bank statement several times, last years take returns more than once, Hardship letter more than once. I never received a letter stating what we could do. My husband was granted 6 weeks of XXXX through his Employer that ended XXXX. Then we could n't file for XXXX XXXX XXXX until XXXX. We did and we had to go through several steps in order to get XXXX when it was finally granted was XXXX. I sent in the paystub from the XXXX XXXX XXXX so that the Freedom Mortgage Company would know that we had some additional income. At that point we could not pay all of the rears but again, we thought they were working towards a Modification. Since XXXX XXXX was representing us, we were told to allow them to handle communication regarding the modification. This is very stressful for us. My husband has had a major health issue. We have gone through a lot as a family. People should want to work with us. in XXXX I did get a promotion and I let the mortgage company know that when they asked for another hardship letter and I added that information to the initial hardship letter. I want to keep my home, there are XXXX people living in our home. XXXX adults, XXXX teenager and XXXX grandbaby they all rely on us keeping a roof over their head. I have a fixed rate that can go up. I want that rate at 2 % and see if they can give me a little more time added to the loan that would bring it down enough where I can handle the home payments on my own. Freedom Mortgage sent me a letter on XXXX asking for Federal Tax returns, Dodd Frank Certificate and 30 days most recent bank statements. I sent that by the due date. On XXXX Freedom Mortgage sent me a letter requesting Letter of Explanation, 1 months most recent bank statements and 30 days most recent paystubs. I have sent that, and at no time did I get a letter stating that I was turned down for the modification, or asking me to make trial payments. It is unfair to send me a Foreclosure notice that is dates XXXX but I did not RECEIVE IT UNTIL XXXX A MONTH LATER. IT is unfair, I do n't feel that they are willing to work with me, I do n't feel that they want to us a Veteran and his family to keep their home
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76226
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom mortgage received double payments on my monthly loan. When I realized what was going on I asked them to stop pulling payments as I had payments already pulled for my loan. I asked for the additional payments to be refunded back to me. The customer complaints escalation team confirms 3 bi-weekly payments were duplicated. However each time I call in - NO one will give me a number to call them back and NOONE has a direct line or an extension for me to call back to. Each time I have called I speak with anyone new. each time we have the same conversation ... they want to only reimb me 1 payment. Each time it always concludes with yes they owe for 3 bi-weekly payments and that the money will be mailed. I wait, after NO refund -I call back in and start the complaint all over again. NO notes are placed in my file, No one that I talk to has a direct line or even an extension for me to call. They all promise to expedite the refund, but no payment is recieved. I started this process on XXXX XXXX! on XXXX XXXX I was given only a portion of the full refund owed me. Again when I called, I was told they first show no refund, then they will pay one and then this last time they need my XXXX payment in full before they can reimburse the " additional " payment that has been on my account since XXXX. I feel I have been patient long enough. I also feel that if I were late on my payments I would be charged interest and a late fee! My bill stated if my payment is not received by a certain date I will be assessed a {$42.00} late fee. I now think they should pay me interest as well as a late fee for the days I have waited for my refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 685XX
Submitted Via: Web
Date Sent: 2016-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am a veteran of the US Military and I have a XXXX since XX/XX/XXXX. My state recognizes that fact and allows me tax exemption on my mortgage. I recently refinanced with Freedom Mortgage in XXXX XXXX and did let the loan officer know that I was tax exempt but she did not include it in my paperwork, but as soon as I got the letter and the required stamp from the tax assessors office which was XX/XX/XXXX and my first was not due until XXXX XXXX, I call Freedom Mortgage and they advised me to fax them a copy of the letter I complied. Two weeks went by and I did not hear from them so I called back XXXX XXXX XXXX. I was told they did not receive my fax so I re-faxed the letter, at that time I called to verify that it was received, it was verified. From that point on I would call them every two weeks to get an update. I paid them the full payment to include late charges for XX/XX/XXXX. For XX/XX/XXXX I informed them that I needed this issue to be resolved because I am on a fixed income and could not continue making higher payments. XX/XX/XXXX I tried to make the payment anyway because I did not want a hit on my credit. I was told they would not take anything less than XXXX+ late charges. Unfortunately I could not afford the total amount and took the hit on my credit rating. I received a letter today showing that they made the adjustment for XX/XX/XXXX. but refuse to adjust for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I am now facing a bill for XXXX due XXXX XXXX XXXX, which I definitely can not pay. I am prepared to pay the adjusted amount for XX/XX/XXXX and XX/XX/XXXX, it seems only fair that the payment be adjusted since they received proof of the exemption, verified 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: 72120
Submitted Via: Web
Date Sent: 2016-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: i XXXX XXXX XXXX li8ke to make a complain against freedom mortgage because they are trying to take my home to sale while i send in a loan modification package in XXXX XXXX 2016 and they said they did not received so i talked to them and they said my home is going to sale anyways and i had send the package two times
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92404
Submitted Via: Web
Date Sent: 2016-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I recently refinanced my mtg from Freedom Mtg to Freedom Mtg. On my closing disclosure, the initial escrow payment at closing does not match what was actually deposited into my escrow account. I called the title company and verified that {$830.00} was the initial escrow payment at closing. Freedom Mtg only deposited {$480.00} which caused a shortage to my impound account, and now they are billing me for the shortage causing my house payment to go up. I have been trying to get his straightened out with Freedom Mtg since early XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 86326
Submitted Via: Web
Date Sent: 2016-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Freedom Mortgage continues to delay the processing of our short sale application. We are in month XXXX of our battle with this company. Friday ( XXXX ) I reached out to freedom for an update on the status of our recent appraisal. I was told on the phone that the appraisal company was requesting a new purchase agreement. Freedom never contacted us to let us know there was a paperwork issue. When I inquired what was wrong with our purchase agreement I was first told it was outdated. The agreement is not outdated there is not specific closing date and such listed. I pressed freedom on this and their answer changed. They then said ( during the same friday phone conversation ) that the purchase agreement was incomplete. I double checked with our realtor over the weekend, the agreement is in fact complete and correct. I called Freedom back today ( XXXX ) and spoke with XXXX Still who spoke with underwriting while on the phone with me. Underwriter continued to claim that the purchase agreement was incomplete and that she even tried to " push back '' but the appraiser would n't budge. I called the appraisal company myself ( XXXX XXXX XXXX XXXX and his assistant informed me that Freedom has n't yet sent the document. They sent the addendum but not the full document. Not only that, but XXXX XXXX 's office has requested the document once a week since XXXX XXXX. This is yet again another example of Freedom employees failing to do their job. Freedom has now sat on our paperwork for so long ( one year ) that we have lost our buyers and are facing foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 285XX
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm trying to refinance my mortgage ( currently with Freedom Mortgage ) and the title company has been unable to get a payoff quote in a timely fashion. I called myself to get XXXX and they are charging me {$30.00} to get a payoff quote. How is that in any way legal? That 's the only way to payoff the loan and they are charging for it? It 's an extremely predatory practice that needs to be stopped.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98229
Submitted Via: Web
Date Sent: 2016-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-22
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: The below email was sent to my Broker Manager after being denied. Good Afternnon. This letter is to inform you that I received a telephone call this morning from my loan officer, XXXX XXXX, stating that Freedom Mortgage would not be moving forward with the processing of my home loan. I was supposed to close on the house today. Needless to say I am furious about the lack of professionalism with which my loan has been handled, but aside from that, this new turn of events is an enormous inconvenience as I and my XXXX children are now displaced because we were expecting to be moving into a home that we no longer have access to. I need answers. First of all, I signed a contract for the house on XXXX XXXX, 2016. It has now been 39 days. To date no appraisal has been done. XXXX said that she was requesting a " rush appraisal '', however because she failed to transfer the necessary funds, the appraisal was never completed. Throughout the process XXXX failed to communicate with my agent XXXX XXXX XXXX, listing agent ( XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX leaving us all in the dark about how things were progressing. And after all this, seemingly in retaliation for us contacting you yesterday, I find out today, on the day that I was supposed to close, that I am being denied. I 'd like to know exactly why. During our telephone conversation this morning, XXXX insinuated that I was somehow dishonest about my marital status on my loan application. When I began working with XXXX in XXXX, I was not married, nor were there wedding plans in the works. Therefore I checked 'single ', which was the appropriate box. And further to this point, although my husband and I eloped in XXXX, the home that I am purchasing will be solely in my name. I prefer that my husband 's finances not be considered in this process because I am purchasing the house on my own, for my own purposes. And according to the Consumer Federal Trade Commission, a creditor may not ask for information about your spouse unless your spouse is applying for credit with you. Therefore, this point should be irrelevant. Except that now, unfortunately for Freedom Mortgage, it has become relevant to me and my attorney, due to the fact that it is ILLEGAL for me to be denied credit that I would otherwise qualify for, based on marital status. At this point, it would seem that XXXX is trying to cover her tracks and is retaliating based on the fact that she has been called out on her inefficiencies. She has failed to deliver on her responsibilities through every step of this process and she is now looking for a way to pin her shortcomings on me ; a fact we can add to the list of things that I do not appreciate. If in fact, my marital status was a factor, I was never asked by XXXX to update this information. And if the documents were updated after XXXX XXXX, my wedding date, then they were updated by XXXX herself, not by me. If my marital status was listed as 'single ' after this time and it should not have been, this is yet another example of the loan officer dropping the ball. My understanding is that my husband 's information is irrelevant since he is not a co-applicant on the loan. However, if the issue is whether or not the appropriate box was checked initially, I certainly did not falsify anything, and if my status should have been changed after XXXX XXXX, I would have gladly changed it had I been advised to. To add insult to injury by insulting my integrity is completely unacceptable. That said, I will be lodging complaints with the Consumer Financial Protection Bureau, the US Department of Housing and Urban Development and the XXXX XXXX XXXX XXXX to investigate the matter further. I am also seeking legal counsel and my attorney will certainly be in contact with you if I am not provided with acceptable answers and remedies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30088
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Hello, My mortgage company is Freedom Mortgage they are servicing my loan, but they are mishandling my loan and creating damages for me. The reason why I state this is because I received a notification from my home insurance that my policy had not been paid. I have an escrow account for property ins and taxes. On XXXX/XXXX/16, I spoke to Freedom Mortgage to try to see when the distribution was made, I was advised that I was insured with XXXX, at this I stated that I have always been insured with XXXX XXXX, but that I would call XXXX to get make sure that they did not have a parent company. once I spoke to the Ins the same day I found out that my policy had not been paid and was due on XX/XX/2016, and that they do not have a parent company that would be insuring my property. The ins representative called Freedom Mortgage while I was on the line we both spoke to a representative from Freedom mortgage on XXXX/XXXX/16 provided all of the updated ins information, was advised that the system would be updated and that once the declaration of ins was received a payment would be distributed. I called this month to make my mortgage payment asked on the ins again, they still have the XXXX on the system. I called XXXX to see when the info was sent over, I was adv it was send the same day on XXXX/XXXX/16. We both called Freedom we spoke to the rep and I was adv that they did not have any notes in the system about our last conversation on XXXX/XXXX/16 or any updates, while we were on the phone they updated the information and XXXX send them another copy of the declaration page. My ins is due to be canceled for non payment on XXXX/XXXX/16. I have never been insured with another company, however Freedom mortgage made a payment to XXXX on XXXX/XXXX/16 XXXX {$710.00} from my escrow account. This of course leaves a shortage on my escrow when the proper distribution for my ins is made. Somehow Freedom got a declaration page for a XXXX XXXX that has a New Jersey property address and updated my account with her information. Now my last name is XXXX, but we live in Utah, I have a property address of Utah, I have never been to New Jersey, when I asked how freedom would get my funds back I was adv to call the XXXX, they provided my with the policy # and the check amount and number. I adv freedom that they should be the one calling since this is a mistake on their part and their assistance is crucial. I was adv that they could be too busy on Monday to call, but they could try. I did emphasize how this mistake is their responsibility, yet no actual commitment for Freedom was ever give. I did call XXXX and I was adv by their rep that I needed to have Freedom call of course by the time I got off the phone Freedom Ins dept is closed. Until today I had not been advised of the distribution that happen or the fact that it happen. I feel like Freedom Mortgage is not taking any action in getting my situation fixed however my account will have a shortage and then I will be penalized for this. I did all of my due diligence and yet my account is being neglected. I advised both rep from Freedom that I had never had XXXX as an insurance company, if I had not asked if any distributions were made I would have never known and Freedom will charge me for their negligence. Please help me. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84020
Submitted Via: Web
Date Sent: 2016-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No