Date Received: 2023-08-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Good Morning, Im writing to you in a complaint with Freedom Mortgage. TXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2022. I sent the letter from the county clerk office along with the letter from the VA. Unfortunately, due to all the medical bills I had to file XXXX XXXX bankruptcy. I sent a letter to freedom mortgage from my lawyer stating that the house was not part of the bankruptcy that I was still responsible for the mortgage. Freedom Mortgage took it upon themselves and put my account under bankruptcy. I now have no access to my on-line account. Also I have asked several time for my surplus of escrow and they have failed to respond. If there is any way you could help me get my access back and the money the Freedom Mortgage owes me from my escrow. Thank you for your time and attention. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Im filing a complaint against Freedom Mortgage for negligence. The basis of my grievance is that Freedom Mortgage is responsible for a burden that prevents my family from purchasing a home and establishing ourselves in XXXX XXXX. My brother, his wife, and daughter moved to XXXX XXXX from XXXX a little over a year ago to be closer to family and more importantly contribute to the medical care ecosystem in XXXX XXXX. As a XXXX, he felt a sense of duty to work in this environment and help strengthen the quality of care available. Freedom Mortgage is servicing my current mortgage to which my brother is a co-borrower, and they have failed several times to record timely payments. The erroneous payment recording which is entirely their negligence has resulted in multiple negative items affecting my credit report and my brothers as well. It has been extremely stressful and quite costly for my brother to continue to rent while the real estate market and interest rates are on a gradual incline. Were only asking this mortgage service company to contact the credit bureau and withdraw the erroneous late payment reports as promised that they would and several representatives stated that they did. Weve attempted this for over 3 months now and every contact person from that company seems to have a different set of information. So far nothing is remotely leading to a solution, were just getting fragmented unclear responses and they insist that we take it up with the credit bureaux ourselves.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or around XX/XX/XXXX of XXXX I obtained a loan modification from this lender ( Freedom Mortgage ), but the loan modification did not consider my XXXX tax exemption and the fact that I was paying my own insurance. The servicer acknowledged the problem and promised to correct it by providing a new loan modification package. I proactively reached out to this servicer at least once per month and was told that they were working on it and will send the new loan modification soon. Around the end of XXXX, I received a call from a realtor asking me if I was ready to sell the house. I asked him why and he stated because I noticed that your house is up for foreclosure. I reached out to this servicer, and I was then informed that the house was indeed sent to foreclosure. I requested to talk to a supervisor and a lady named XXXX XXXX confirmed that the house was in foreclosure and that I was never going to receive such corrected new loan modification package. Around XXXX of this year, I was told to complete a loss mitigation package, which I did. After a full review, the bank provided a new loan modification with an outrageous number. My APR went from 3.125 % to 6.125 % and my payment went up by one hundred percent. The Bank eventually dismissed the foreclosure after I signed this new loan modification under duress to keep my home, but with no assurance that a new one would not be filed. I asked this servicer to honor the VA COVID-19 guideline and grant me this from the VA XXXX XXXX XXXX I tried to make this new loan modification work, but due to the missing payments and foreclosure status placed on my credit report I lost my job and was unable to make those payments. I have a Department of Defense security clearance, which is required to perform my job. I informed this servicer about this issue, and I was told to resubmit a new application to the loss mitigation team. As instructed, around XXXX of this year, I resubmitted a completely new loss mitigation package. The servicer acknowledged that they have received the completed documents. They confirmed this by email and during phone conversations, but every time I called to confirm they asked for more documents. On Monday XX/XX/XXXX I called this servicer to find out about the loss mitigation status. I talked to XXXX XXXX, he confirmed to me that everything they needed was received, that it can take a few days to be in the system and that he will give me a call on Thursday XX/XX/XXXX, he never call. On Friday XX/XX/XXXX I received a call from this servicer telling me that my mortgage was due. I requested to speak with XXXX XXXX ( Supervisor ), and she told me that I needed to provide new bank statements because the ones that I had initially sent expired. In addition to the bank statement, she said I need to provide my spouse paystubs again. On Monday XX/XX/XXXX I provided those items again via email XXXX XXXX XXXX XXXX XXXX and via their website portal. In both instances I received confirmation that the items were received. On XX/XX/XXXX I reached out to find out about the status of my modification and I was told by XXXX XXXX that my account is overdue and that it has been sent to foreclosure on XX/XX/XXXX. I asked why and to confirm that information and she stated, it was sent to the attorneys as a " Soft Foreclosure '' on XX/XX/XXXX and the reason was because I failed to provide requested documents, which I clearly did send. I have proactively sent every document requested, but every time they asked for new ones and often the very same ones. Please assist me to get to the bottom of this. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Earlier this year my mortgage was transferred to Freedom Mortgage. On, or around, XX/XX/23 I noticed my weekly transactions from my banking institution ( XXXX XXXX XXXX XXXX XXXX ( XXXX ) ) were not being applied to my mortgage balance as they had with previous mortgage companies. These are {$75.00} transactions weekly from XXXX to Freedom Mortgage. On XX/XX/23 I contacted Freedom Mortgage inquiring as to why the payments were not posting to the account despite showing as transferred. I was told " When funds are received that do not complete a full mortgage payment, they are placed in " Unapplied Funds '' until we receive additional funds that would complete a full mortgage payment. The funds are then reapplied to the next mortgage payment due on the account. '' Over the subsequent several weeks and months I corresponded with Freedom Mortgage regarding this. I was finally advised that Freedom Mortgage has no mechanism to allow for partial payments to immediately apply to the principal of the mortgage. This terrible approach is resulting in **considerable financial loss** and wasted time on my end. It's imperative that Freedom Mortgage addresses and rectifies this issue promptly. The amount of compound interest being applied due to Freedom Mortgage being unable to handle the most basic of financial transactions is significant.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am refiling this complaint to FREEDOM MORTGAGE CORP for allowing the fraudulent account on my credit report. I filed an FTC report last XX/XX/2023, with the identity theft report number XXXX. As I checked my credit report these fraudulent account is still reflected on my credit report. I was expecting that I can count on them to protect my information and to provide accurate credit reports. There are multiple inaccurate information on my credit report the balances, date of late payments, payment status, date of last payment, and violation under FCRA policy. I have again attached the FTC report together with my drivers license and proof of address, should this be deleted in my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75189
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After giving my Mortgage Company ( Freedom Mortgage ) notice by phone today XX/XX/2023 of an escrow error, Freedom Mortgage is refusing to make any corrections to the error or investigate the error ( per XXXX the supervisor I spoke to ). I initially spoke to an agent by the name of XXXX id # XXXX after making several calls regarding this matter. After explaining to the agent there was an error in the amount of {$230.00} on my escrow account due to an over payment made to my homeowners insurance, the agent seemed confused and not competent in even understanding the issue at hand. I escalated and requested a supervisor and spoke to an agent by the name of XXXX. XXXX blatantly refused to research, request a new escrow analysis, and claimed everything was correct, and there was nothing done wrong. I then attempted to explain to XXXX that two other agents verified there was in fact an error. I also had one of those agents complete a conference call with my insurance company who not only confirmed there was an over payment, but provided a check number for a refund that was issued directly to the mortgage company ( due to overpayment ) and should have been placed in my escrow account. However, XXXX refused to even consider verifying unless he had documents directly from my insurance company ( XXXX XXXX ). He suggested that I should reach out to XXXX XXXX and have those documents sent. Although I explained to him the countless hours I've spent on the phone, the confrence calls that were made, as well as documents that we're faxed. The agent refused to take any action. I'm requesting that this matter is resolved immediately and that the actions of the supervisor XXXX who refused to investigate this matter be addressed. I will also be taken further action if not done so in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76137
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was deployed to the XXXX XXXX from XX/XX/XXXX - XX/XX/XXXX. During this time, my mortgage was sold to a new mortgage provider ; Freedom Mortgage. My autopay was discontinued and when I returned back to the states, I learned that I had missed 2-3 months of mortgage payments. I have paid all the missed payments within 1 month of realizing this, even before my XXXX XXXX orders officially finished. Since then, my credit score bottomed out to XXXX and now they are refusing to cancel my PMI due to missed XXXX or more mortgage payments in the last 12 months. I feel I should be protected by the civil service relief act. I was able to get my credit score within the XXXX again. Freedom mortgage has been incredibly difficult to work with and wont discharge my PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89503
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested the covid assistance for my loan. I was advised that I was approved for a 6 month forbearance. on XX/XX/XXXX or XX/XX/XXXX I called to go over my options and I was give 3 choices by the mortgage rep. 1 Modification 2. repayment 3. partial claim to be added toi the back of my loan, I chose Option # 3 Partial claim to be added to the back of the loan. I was told I was approved for the partial claim. I was also asked to verify names for the Notarization of the documents and that I was going to receive the package within 10 days. Yesterday XX/XX/XXXX Freedom Mortgage called my Son and told him that they had send out a modification package and that our new interest rate was 7 1/2. My Son called me and advised I then called the lender back and advised that I never accepted the modification that I was offered the Partial claim and I was told we were approved. The representative was rude and Advised we can sell the home if we can not accept the modification. I demand the Office of the president to review my file and give me an explanation of why we were offered and was told were approved for a partial claim. I have never and will not be able to afford a payment with interest rate of 7 1/2 if I cant even pay my payment now. I demand a call ASAP!! XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My lender, Freedom Mortgage, placed XXXX forced insurance policies on account an XXXX policy and flood insurance. I have emailed evidence of my flood insurance. However, my loan documents don't require an XXXX policy ( it was originally written back in 2007 ) so Freedom doesn't have the legal right add this additional requirement to the original loan. I attempted to speak to the insurance company, XXXX, to explain this but they don't answer their phone after XXXX minutes and I don't have any additional time to devote to correcting their mistake.
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: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Acct # XXXX To whom it may concern We are disputing the Credit Reporting displayed XXXX XXXX, XXXX, with Freedom Mortgage Lender. We have attempted to resolve the matter directly with this creditor, but they are unwilling to correct the error. Included is our payment history with the creditor since XXXX of XXXX. As is reflected, we have been paying on our home mortgage in the amount of {$1700.00} since XXXX of XXXX. Our standard form of payment was from our checking account. We used the online bill pay payment via our bank account via XXXX XXXX XXXX At the time we began payments to Freedom Mortgage their physical payment address was Freedom Mortgage at XXXX XXXX XXXX XXXX, OH XXXX. The payments during the period from XXXX, XXXX to XXXX, XXXX were all made electronically, and there were no issues with the payments being received. In XXXX of XXXX, for an unspecified reason, Freedom Mortgage changed their payment address to XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, NJ XXXX and began requesting paper checks from our banking institution instead of electronic payments. When electronic payments were being made, they were completed in approximately XXXX hours. With the paper check system, payments were received by Freedom Mortgage within XXXX business days, and taking an additional week to be processed. Payments in the form of paper checks were sent on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX XXXX. All checks were received approximately 5 days later. We had made an additional payment on XX/XX/XXXX, to the address in XXXX XXXX, and the expected delivery date was XXXX XXXX. We were contacted in XXXX about our payment being late for the month of XXXX, as Freedom Mortgage claimed they had not received or processed any payments since XX/XX/XXXX. We provided Freedom Mortgage, via email, a verification of our sent payments via XXXX XXXX bank showing two payments for the month of XXXX, and one payment for the month of XXXX, indicating the payments were received on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. On XX/XX/XXXX, Freedom Mortgage admitted they had located the payment received XX/XX/XXXX, and were applying it to our account, but did not make any mention of the payments sent in XXXX ( see attached letter ). After some additional correspondence, a call was made to Freedom Mortgage on XX/XX/XXXX. In that hour long conversation with an account specialist with Freedom Mortgage, it was agreed by the Specialist that payments had been sent and received on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. The XXXX located the check received on XX/XX/XXXX and stated they would be processing that within the next XXXX hours. As for the second check for XXXX showing it was received on XX/XX/XXXX, this one had not been located. But, as we had previously sent verification that this payment was made and sent, in good faith, Freedom Mortgage would honor this payment. On XX/XX/XXXX, we reached out to Freedom Mortgage, via email, to inform them that the check sent on XX/XX/XXXX and received by Freedom Mortgage on XX/XX/XXXX had been stopped by XXXX XXXX XXXX XXXX had remained uncashed for over 120 days. We informed Freedom Mortgage that once the funds were returned to our account, we would resubmit the payment via direct electronic payment on the Freedom Mortgage website. We attached proof that the check payment had been stopped, and asked if the check was located, to please have it destroyed. On XX/XX/XXXX, we began receiving several phone calls throughout the day from the same number, ( XXXX ) XXXX, but no messages were left. On XX/XX/XXXX, we discovered that the number belonged to Freedom Mortgage, and we reached out to inquire what the issue was. We were informed that our account was showing that owe were extremely delinquent, and that Freedom Mortgage had last received a payment from us on XX/XX/XXXX, which they applied to our account for our XX/XX/XXXX, payment. We informed them of our phone conversation with a Freedom Mortgage representative on XX/XX/XXXX, and the issues with our payments getting lost at their office. After reviewing our past correspondence and a summary of our last phone conversation, Freedom Mortgages representative then got on a 3 way call with another representative within Freedom Mortgage. It was clarified that they never found the check received on XX/XX/XXXX, and additionally, Freedom Mortgage could not find the payment made on XX/XX/XXXX, which was received by Freedom Mortgage on XX/XX/XXXX. After much discussion, it was agreed that the payment made on XX/XX/XXXX be cancelled, and then be re submitted directly via the Freedom Mortgage website. We informed Freedom Mortgage, as we have attempted to pay our mortgage every XXXX weeks, with some exceptions. We told them that we would make a payment in the next few days, via the Freedom Mortgage website, and once the funds from the cancelled checks from the payments made on XX/XX/XXXX and XX/XX/XXXX. XXXX were returned to our account, we would be paying those funds as well. The representatives from Freedom Mortgage found this acceptable. In addition, we were told that Freedom Mortgages physical payment address had changed to Freedom Mortgage XXXX XXXX XXXXXXXX, XXXX, CA XXXX. We were informed that we would not be charged any late fees and our credit would not be affected as long as we abided by our part of the agreement. We did so, making a payment of {$1600.00} on XX/XX/XXXX, and an additional payment of {$120.00} to make up for the extra payments we make to help pay down our principle balance on XX/XX/XXXX, XXXX We made an additional payment of {$1500.00} on XX/XX/XXXX which would have then made our next payment due XX/XX/XXXX. We did notice that on our XXXX statement there is a payment reversal in the amount of {$1500.00} made on XX/XX/XXXX, but it is unclear what this means. Per XXXX XXXX XXXX XXXX have not received any payment reversal/adjustment from Freedom Mortgage, and there is no deposit in the amount of {$1500.00} made to our account. In mid XXXX, we were notified by all three credit reporting agencies that our credit score had dropped significantly. When we reviewed our history, we saw that Freedom Mortgage had reported that we were over 30 days late on our XXXX payment. We attempted to reach out to Freedom Mortgage to clarify why they were reporting the late payment and we were told that they were required by law to report the late payment, as technically they had never gotten any funds for our payment for XXXX until a month later ( see letter attached by Freedom Mortgage ). We are not bankers nor are we expertly educated in finance, but we do make our payments on time, usually early. As our bank statement shows, we have consistently made our payments to Freedom Mortgage in good faith, and due to internal errors and mismanagement, Freedom Mortgage lost or failed to process our payments. When Freedom Mortgage attempted to reach out to resolve our payments, we actively worked with Freedom Mortgage to resolve the issue, although much of the issue appeared to be on their end, and not ours. It now appears that the matter has been resolved, but there is the minor concern of the notation of a payment reversal in the amount of {$1500.00} and the disappearance of these funds. We make our payments every four weeks as an attempt to pay our loan off at a faster rate, thus paying less in interest over time. We worry that this accounting shuffle is an attempt to display that we are not getting ahead of our loan, and that we will be expected to pay our full term of the loan, and all of the projected interest. As far as we can tell, this has not affected our payment history, and our next payment is still due on XX/XX/XXXX. In your investigation, please resolve/confirm this as well. Thank you, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A