Date Received: 2016-07-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received a letter saying my mortage was sold and I was to send my payment to a new mortage company. Two weeks later, after I had already sent my payment to the new mortage company, I received a letter saying they made a mistake and I should keep sending my payment to them. I have been over 18 months trying to get my payment credited to my account. They have admitted it is there mistake, but have done nothing but harass me about a late payment since. I do n't know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2016-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We were sent a letter from Freedom Mortgage stating our XXXX XXXX, 2016 payment was not received. This information was incorrect. My bank sent the check via automatic bill-pay on XXXX XXXX, but their records showed that the check was not cashed. When I called Freedom Mortgage to explain, they eventually found the check and claimed it was an " accounting error '' on their end and they would take care of it. Despite this conversation and several more over the last 6 months, along with letters from my bank and copies of cashed checks showing they have been receiving my payments, I continue to get collection letters in the mail stating the contrary. I checked my credit report only to discover they have reported my account as 60 days overdue & worse, my credit report shows the payments have been late from XXXX to XXXX, which is a complete lie. Once again, my bank provided documentation proving that all payments have been received AND cashed ( except XXXX 's which was deposited later, after they located the check ). Despite my many attempts to rectify the issue, Freedom Mortgage continues to be non-responsive. It has been 7 months now and they still have not corrected THEIR " accounting error '' so I filed a dispute with XXXX and CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2016-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: i sold a home at XXXX, mi. in XXXX of XXXX i had XXXX $ in an escrow account and was to be refunded this within 60 days. i have called both freedom mortgage as well as their emissary XXXX. i have not only gotten the runaround with both accusing the other, but have not received my money. i am a XXXX veteran who borrowed on a VA loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2016-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I made an EFT payment to XXXX XXXX servicing center for my XX/XX/XXXX Mortgage payment. They are a payment center for Freedom Mortgage. Freedom Mortgage says they did not get my payment and have called me every day. Every day I tell them it was sent and to please research. They say XXXX XXXX XXXX no longer services Freedom Mortgage and I am now past due. They have charged me a late fee and I do n't know what to do. they have been extremely unhelpful and continue to harass me for a payment I already made. I told them that if loan processing service no longer provides the service, they should have returned my money, but freedom refuses to help solve this mess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2016-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: With XXXX payments remaining on my mortgage, it was sold by XXXX XXXX XXXX XXXX to Freedom Mortgage XXXX. Freedom Mortgage did not deposit the first payment by mail in a timely manner so I attempted to make the second payment on-line. After setting up the on-line account on XXXX XXXX, it would not accept my payment. I spoke with a representative on the phone who said there was a stop code incorrectly placed on the account due to a bankruptcy approximately 12 years prior. She said she could accept a payment of {$1200.00} by phone out of my checking account and then I would receive information in the mail about how to complete the payoff. I was given a confirmation number for the transaction and received by mail that the loan was paid off. Later that week, I received mail stating I was being charged a late fee. I was never given any instructions on pay-off procedures. The money was never taken from my bank account. I called a representative on the XXXX of XXXX to inquire the status of payment ( why it was not taken out of my account ). The person said the stop code issue was resolved but that I would have to set up another bank payment in the amount of {$1500.00} and that would fully pay off the loan. I received a confirmation number for the transaction. After a few days, I checked my bank account and the money was not withdrawn. I called yet another representative ( XXXX, I think ), who said " he gets things done '' and will get the money out of my account and the " loan will be paid. '' The money did not come out of my account and on XXXX XXXX I spoke with a supervisor XXXX XXXX XXXX, who only took my call after I persistently insisted to speak with a supervisor. She stated that the representative should not have accepted my payments but should have directed me on information about pay-off procedures. I received a payoff statement that included an escrow advance and interest charges. I then called and asked to speak with the " escalation department '' regarding the circumstances. I spoke to XXXX who said she would get the escrow advance removed from the account since I was paying off the loan and getting different homeowners insurance. The homeowners insurance expired on XXXX XXXX but was not due until XXXX XXXX. I explained that I did n't feel it was right charging me interest since I have been in good faith attempting to pay off the loan. She said it would n't be " worth the fight to recoup the money. '' Later that evening of XXXX XXXX, I got another payoff statement that still had the escrow advance and added late fee charges. On the morning of XXXX XXXX, after an hour on hold, I got to speak with XXXX again about the issue. She said she would review it with the insurance department and call me later in the day. She left me a message XXXX minutes prior to her shift ending. I called but was put on hold until her shift ended. I spoke with XXXX in the escalation department and explained I already paid for my homeowners insurance. He said I had to jump through more hoops to prove I had done so. I explained ( as I have to multiple people ) - All I want to do is pay off my loan by wiring the money this week. He said I could not and had to call the insurance department because they had sent a check to the homeowner 's insurance that I already cancelled. He said " We ( Freedom Mortgage ) are just looking out for your best interest. '' I advised him that I have been looking out for my best interest by trying to pay off this loan for the past month and Freedom Mortgage has not taken my money or provided timely and adequate information. I called the insurance department and spoke with XXXX who cancelled the insurance check and took my new policy number. I have spent approximately 12 hours on the phone trying to resolve this matter and been given misinformation. This has caused undue hardships and I am concerned about this being reported to the credit bureau unfairly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 515XX
Submitted Via: Web
Date Sent: 2016-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had been working with XXXX XXXX XXXX for almost a year to apply for a loss mitigation on a VA guaranteed loan. I feel behind three payments because of a family medical emergency. I called XXXX to report that I had to travel from a foreign country to USA to attend to my mother 's XXXX. I did not know that I needed to make a payment arrangement. When I returned to the foreign country I forwarded XXXX {$900.00} through bill pay directly from my checking account on XXXX XXXX XXXX and {$3500.00} on XXXX XXXX XXXX and both were returned. I received a letter indicating that I needed to pay {$4200.00} to bring my mortgage current. I sent a check for that amount on XXXX XXXX XXXX and it was returned because it was not a certified check. I called XXXX on XXXX XXXX XXXX and was informed that I would have to pay {$5200.00} to bring my loan current I did not have that amount therefore, I requested a repayment plan and was told to submit a loss mitigation package. I submitted my XXXX loss mitigation package on XXXX XXXX XXXX, the XXXX one on XXXX XXXX, the XXXX one on XXXX XXXX and the XXXX one on XXXX XXXX XXXX. With each submission, I was told that they were incomplete however ; each letter requested the same information. The fourth application was accepted. I called XXXX and spoke to XXXX ( XXXX ) on XXXX XXXX XXXX and she informed that my application had been received and it was under review however, the loan was being transferred to Freedom Mortgage Corporation with an effective date of XXXX XXXX XXXX. XXXX informed me that since I had submitted a loss mitigation package and assigned a relationship counselor my loan and loss mitigation would be transferred and I would be assigned a relationship counselor with Freedom Mortgage Corporation. I called XXXX on XXXX XXXX XXXX and XXXX informed me that loans from XXXX would not be on board until the following week. On XXXX XXXX on a call to Freedom, I was informed that my loss mitigation package was not transferred and a relationship counselor would not be assigned to me. In addition, if I could not bring my mortgage current I would have to submit a new loss mitigation package. I received that package from Freedom XX/XX/XXXX with information that stated that I would have to make monthly payment until I received some information on my loss mitigation package. I forwarded XXXX XXXX XXXX 's a copy of my XXXX, my VA Letter and my husband VA letter via email on XX/XX/XXXX and submitted my completed application on XXXX XXXX XXXX. I called Freedom Mortgage Corporation on XXXX XXXX to check the status of my loss mitigation package and told that my house was sold in a foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX I paid off my mortgage. I am in the process of refinancing and the loan # XXXX is still showing up on my credit report. On XXXX/XXXX/16 I sent an email to Freedom Mortgage to get this resolved ASAP. I can not get any resolution to this, I called today and they sent me a copy of the goodbye letter that it was transferred to XXXX. I specifically asked for a letter or statement showing that this is a zero balance. No on is assisting me, nor have I received anything that they are working on this issue. I checked online and my loan is still showing active.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-28
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Freedom Mortgage, the company that currently holds the note on my primary residence, sent me a letter in XXXX 2016 indicating that I could refinance my primary residence for free. I took them up on the offer, and began the process. Now, more than 3 months later, they have still not finished the refinance, they continue to ask for meaningless information, and have increased the amount owed at closing to over {$2000.00}. Freedom has not done their due diligence to complete my refinance on time. In addition, they have displayed a gross lack of integrity by getting me to begin the process by offering a " free '' refinance, and then increasing the amount of cash required at closing to over two-thousand dollars. That is called a bait-and-switch scheme. They have also not adjusted the term of the new loan over these past three months, even though I have been paying my mortgage. That means they are illegally increasing the term of the loan. Their complete lack of integrity, fiscal responsibility, customer service, and due diligence thus far has been more than disappointing ; it is criminal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85635
Submitted Via: Web
Date Sent: 2016-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I bought a house in XXXX XXXX with an FHA mortgage. In XXXX XXXX, my mortgage was resold to Freedom Mortgage Corporation. Every month a portion of my payment to Freedom Mortgage is escrowed and they are responsible for paying my property taxes. In summary, my property taxes were due to the City of XXXX by XXXX XXXX, XXXX and as of XXXX XXXX, they have not yet been paid. I have spent over three hours on the phone with both Freedom Mortgage and the City of XXXX revenue department ( which is not at fault in any way and is trying to help me through this process ) to resolve the situation. Here 's a chronological list of the steps taken : XXXX XXXX - I received a tax bill from the city and called XXXX Mortgage to notify them. On this call they told me they received a copy of the bill and it was scheduled for payment by the due date of XXXX/XXXX/XXXX. XXXX XXXX - I received a notice, dated XXXX XXXX, from the city stating the tax bill was delinquent and interest had been added. - I called Freedom Mortgage about the delinquency. They told me a check was mailed to City of XXXX on XXXX XXXX and advised me to call the city. - I called the city, which instructed me to get a copy of the check sent by Freedom Mortgage so they could try to track it down and as proof that a payment attempt was made. - I called Freedom Mortgage a second time and requested a copy of the tax payment check. The customer rep told me that my record showed the payment never reached the city because it was returned, and if the last customer rep had scrolled down my record they should have seen that. They then told me to send an email to XXXXXXXXXXXX to formally request a written statement that my check had been returned, so I could pass the statement on to the city to avoid further penalty and going to collections. This conversation was the first time I was able to get an email address for Freedom Mortgage, they do n't publish one on their website. XXXX XXXX - I sent an email on XXXX XXXX requesting the written note about the check being returned. - I received a second delinquency notice from the city, dated XXXX XXXX and stating the bill was still delinquent and more interest had been added to the amount due. - I called Freedom Mortgage a third time on XXXX XXXX to request a written statement, stating when the payment would be made and the payment amount. I spoke with XXXX customer reps and both told me they were unable to send me anything in writing. They told me a check was initiated on XXXX XXXX and " the process would be complete '' by XXXX XXXX, so to follow up on XX/XX/XXXX to make sure it was complete. Please help. Freedom Mortgage is 6 months overdue on my tax bill. My name and property are tied to delinquent tax balances on XXXX public property and tax websites. My past due tax bill has now gone to a collection agency, jeopardizing my credit. Freedom Mortgage will not send me anything in writing either explaining where things stand or affirming that proper action is being taken, which leaves me to rely on their verbal word - which has proven to be untrue at every interaction thus far.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX, XXXX, my husband and I paid off our mortgage to Freedom Mortgage. XX/XX/XXXX, we began getting letters and phone calls from Freedom Mortgage ( here after called FM ) stating our payment was late and we would be charged a late fee. I called them and talked to XXXX at FM. She stated our payment had been misapplied and she would apply our payment to the payoff of our mortgage. It did not happen. I talked to XXXX on XXXX/XXXX/XXXX, XXXX on XXXX/XXXX/XXXX, XXXX on XXXX/XXXX/XXXX, XXXX XXXX and XXXX on XXXX/XXXX/XXXX. All stated the payment we made would be applied to the final amount due on our mortgage. It never happened. In the meantime, we received another bill, doubling the amount due and it also included a fine for a late payment. XX/XX/XXXX we began receiving eviction notices. On XXXX XXXX, XXXX, my husband sent a certified check to FM. XXXX said the reason our first check was cashed and put into a funds held account instead of being applied to the principal was because it was not a certified check. She said it was illegal for them to take a personal check for the last payment. So we sent the certified check. That bill included unpaid principal, late fees, accrued interest, and a statement fee. We paid it all because they told us to, then they would reimburse us. They also assured us none of this would effect our credit score. It did. They reported us to FICO and said we had missed a payment. XXXX from FM assured me it was XXXX mistake, they had not reported that ( she said XXXX had done that to her personally several times ). On XXXX/XXXX/XXXX I was advised by XXXX to contact their customer care department by email. I did so. They do not correspond by email. I received a letter in the mail stating we would hear from them in 30 days. We did not. I wrote them 3 times, the last time I received the same letter on XXXX/XXXX/XXXX stating we would hear from them in 30 days. We have not. On XXXX/XXXX/XXXX I talked to XXXX from XXXX. She did a conference call with FM. After a long wait, XXXX came back on and stated yes, we had been reported. And yes, it was incorrect. XXXX asked if she could remove the item, and XXXX said no, she did not have the authority to say that. Thankfully, XXXX contacted her supervisor and they did remove the complaint. I have included several names of people we talked to at FM. But there were many more XXXX XXXX XXXX, XXXX, XXXX, XXXX, just to name a few. We tried to resolve this issue many times with Freedom Mortgage. Each time getting a different answer, sometimes rude, sometimes hanging up on us, sometimes kind but ignorant answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 591XX
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No