Date Received: 2016-06-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage is refusing to pay property tax I have an escrow account they have sent me a letter stating they will not pay it i sent them a copy of unpaid property tax and theyou continue to ignore my complaints
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93292
Submitted Via: Web
Date Sent: 2016-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage company refused to cancel the PMI even though we are less than XXXX % loan to value, according to a recent appraisal that the bank itself commissioned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97123
Submitted Via: Web
Date Sent: 2016-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage corporation that was purchased from XXXX XXXX XXXX. During this time they have increased my payment by {$1000.00} a month that I am not longer able to afford. They says it was due to a shortage in taxes. I have documentation where all taxes were paid and they are paid in full. They will not lower my mortgage payment back to the original amount. I can no longer afford no qualify for this loan amount and I have done nothing wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29201
Submitted Via: Web
Date Sent: 2016-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-08
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We are currently trying to refinance with Freedom Mortgage and it 's taking over 3 months.My husband and I have good credit, have a good income, have more than the necessary equity in our home, have never been late for a single payment and yet they are giving us the hardest time. We already have our mortgage with them but we no longer want the fha pmi. My concern is that they are purposefully dragging this out. There is clearly an issue with this company. I wish we had gone with a local bank who could have had this loan done 2 months ago, but we 've already paid {$500.00} for the appraisal. They have been saying just 1 more week, every week for the past several months. I fear it will never end!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2016-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband is a XXXX veteran XXXX. We bought a home in Oklahoma In XXXX XXXX, At the time of closing we took our documents showing that we are tax exempt in the state of OKlahoma from property, Sales Tax, Excise, Etc : we had a letter from the VA stating the fact that we have been tax exempt since XXXX, The Title company said we had to wait to close then take the information XXXX which we live and get a form filed and is on file XXXX. We sent this information to the Mortgage Company that had the Mortgage at closing they refused to accept the documents saying that they did not have time the proper time to get the documents into there system. They sold the mortgage in XXXX XXXX to freedom Mtg. I sent the first payment minus the taxes. They refused to accept the tax forms that we legally have. They cashed the check but would not apply the amount to the account. Then I sent our payments every month on time they still will not accept the tax exempt status and have threated to forclose on our home. They finally applied XXXX payment resolved the tax issue for the month of XXXX lowered the payment for XXXX XXXX but still have not applied the payment to our account even though we paid more than what the payment was suppose to be. They said we have to make the XXXX Tax payment or they are going to take our home. Freedom Mortgage has all the paper work and document show we have been tax exempt in the state of Oklahoma since XXXX, They have reported that we have not made our payments on time to the credit bureaus. They sent us a letter saying that they removed this information but they keep adding it back to the credit report each month. I have tried talking to these representatives every month. everyday they have called to tell us we have not made our payments when we know the check has cleared the bank. They refuse to do anything about the issue. They said that we are in the wrong. Freedom Mortgage is causing a lot of stress in our life. They have three months of pre paid taxes and the taxes for the month of XXXX that we paid to the first Mortgage company. They want XXXX taxes or they are going to sieze our home. we keep getting late fees, inspection fees, and any other fees they deem they want to add. Please do something to stop this madness. IF we have to hire an attorney then tell us that is what we need to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 747XX
Submitted Via: Web
Date Sent: 2016-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage was purchased by Freedom Mortgage in XXXX of XXXX. In XXXX of XXXX, we made an extra " mortgage only '' payment that was incorrectly processed by Freedom resulting in interest and escrow being deducted from the extra payment. I discovered the error in XXXX, XXXX and are still trying to get the situation corrected with confirming documentation from Freedom. In addition, in XXXX of XXXX we received notification that our escrow account was deficient {$440.00} and we could pay it in a lump sum or they would increase our monthly payment by {$39.00} for the next 12 months. We submitted the {$440.00} payment, but they incorrectly allocated that payment and instead increased our monthly payment. Over the past 18 months they have increased and decreased our monthly payments without cause or notification. Freedom has been difficult to contact, as you typically speak to a different customer service representative each time you call and must re-explain the situation each time. The escrow department is not communicating with the payment department, hence incorrect information is being used for analysis. I have been dealing with Freedom on these issues for 4 months, but there is no urgency to get the problems created by Freedom Mortgage resolved quickly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80124
Submitted Via: Web
Date Sent: 2016-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage has stolen a total of {$2900.00} from me via extortion since XXXX of 2016. They will not fix the issue despite the fact that several of their members have admitted they have charged to much, admitted that I have overages of {$2900.00}, and admitted it needs to be corrected. The stopping point every time I deal with them, which is bi weekly and has been since XXXX, is a man named XXXX. He is convinced I am wrong even though all of the evidence is on their servers. I have tried to resolve this conflict within their company, it is going no where. I have contacted an attorney, who told me to try this XXXX. I am stressed out about this and there is no reason for that. I am only trying to pay my mortgage every month but they refuse to fix their mistakes and continue to send me threatening letters referring to the repossession of my home. As a XXXX XXXX of both XXXX and XXXX I have no problem dealing with XXXX or handling stress, this time however I have no way to manage this. No help has been offered, no apologies, no willingness to fix their mistakes. I am at my wits end, my wife is scared we are going to lose our homes even though we 've done nothing wrong, I am finding it hard to sleep at night since I can not recover the almost {$3000.00} dollars that Freedom Mortgage has extorted from me. I work hard for my earnings and I live within my means however, I can not afford to keep being charged money each month to a corrupt organization that is criminally negligent in their matters. This is not a hard mistake to see, it is simple math. We begin with a giant total ( our house ) and subtract out monthly amounts ( mortgage payments ) until the grand total owed is {$0.00}. For some reason, somewhere between the steps of subtraction and honest reporting, Freedom Mortgage crossed the line. I am sick of this company, I am sick of being extorted, being bullied, loosing sleep, and having to console my wife that we will not lose our home. Not to mention the missed hours in work time I have had to skip in order to deal with Freedom 's inability to fix their own mistakes. I work by the billable hour, so missing 3 hours a week dealing with them adds up quickly. 3 hours a week ( conservative estimate ) x 4 weeks a month = 12 hours a month ; which would be just a hair over {$1000.00}. Again, another sum of money I do n't have because of this horrid organization. Please help us, we at our wits end and do not know where else to turn. We are good people who have paid our mortgage every month and have been taken advantage of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2016-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My account transferred to Freedom in XXXX. Right from the start I had issues. I called Customer Service because my insurance was paid by the previous servicer on XXXX XXXX, 2016 ( this is confirmed on Freedom 's website ) Freedom then paid my insurance on XXXX XXXX, 2016. I called to get the payment cancelled and the agent was very rude i let her know there were XXXX payments showing on the website and she proceeded to argue with me that only XXXX payment had been made. I offered to wait while she logged onto the website to verify but she claimed there was no way the previous servicers history was on the website ( see attached screen shot its on there ). After getting hung up i finally got to the insurance department whom claimed they stopped the check from going on out. However the check did go out and so my insurance company sent me a refund of {$1100.00} thankfully I knew enough not to cash this. I called my insurance company who stated that Freedom stopped payment on the check and it was not valid. So while my issue is resolved my complaints revolve around XXXX things XXXX the shoddy customer service and the rude agents at Freedom. Second i have sent to email requests to freedom regarding this issue w/no response the first in XXXX which i do not have a copy of and the second XXXX in XXXX ( copy attached ) i have not gotten a single written response from Freedom other than an acknowledgment that they have gotten my complaint and will respond by mail. I work for a mortgage company and was appalled out how i have been treated and how i have not received a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 506XX
Submitted Via: Web
Date Sent: 2016-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The 3rd week of XXXX XXXX, Freedom Mortgage XXXX, notified us we were short on XXXX Escrow. The shortage was caused by an increase in the home owners insurance premium, which we were not notified of. We changed insurance companies, which resulted in the premium going down {$500.00} for the year. The old insurance caused a shortage of {$1600.00}, we overnighted the full amount to the XXXX office, per the instruction of the company. We call a few business days later to see, if the check was placed in the XXXX Escrow account. We ask if they had the new insurance company information and new payment schedule. We requested the new amount for the monthly mortgage payment with the corrected escrow. We were told the XXXX Escrow check was supposed to be mailed to XXXX. As of today the {$1600.00} funds have never been correctly deposited to the XXXX Escrow account, despite the memo on the check specifically state " XXXX Escrow. '' We paid a {$600.00} house note, which was sent to Escrow for unknown reasons. The XXXX Escrow has never been figured, so to date after trying to the right thing for 8 weeks, we have made ZERO progress. We have called at least once, if not twice a week to see what updates have been made. We rarely if ever are able to transferred to a supervisor. We have yet to talk never talk to same person or the same office. I do n't know they just have bad business practices or what. Freedom Mortgage has not returned any of the phone calls as promised. We have a VA ARM loan and on paper it is a great deal, we strongly suspect the mortgage company is not making any money on the loan, so they are trying to force us into a conventional loan against own will. They also send us information on their conventional loans a min of weekly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2016-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-02
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Just recently my husband and I were contacted by loan officer XXXX XXXX XXXX who works for Freedom Mortgage Corporation. He recommended that we refinance our home since interest rates are at an all time low. My husband asked XXXX XXXX what the closing costs on our end would be since we have not really saved for a refinance at this time. He explained that there would be no closing costs since Freedom Mortgage currently holds out loan. My husband then continued to explain that when we built our home with XXXX XXXX that we opted to take a higher interest rate to not have PMI. He asked XXXX XXXX if by refinancing we were now going to have to pay PMI. XXXX XXXX said no we would not have to pay PMI and there would be no closing costs for us. So at that we decided to go forward with the refinance. After submitting all the necessary paperwork required we were approved for the new loan at the new rate. XXXX XXXX sent us all the paperwork to sign electronically which after careful review and seeing indeed there was no PMI and no closing costs to us we signed and submitted the paperwork. Not long after we submitted the paperwork we received an email from XXXX XXXX the loan processor stating that we do indeed need mortgage insurance. I explained to her the situation and she said she would reach out to XXXX XXXX. After weeks of trying to get in contact with XXXX XXXX he has not returned any of our emails. The only thing we received from XXXX XXXX are new documents to sign which show that we now would owe over {$4000.00} in closing costs. He has had no contact with us and refuses to return any form of contact or answer our questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15601
Submitted Via: Web
Date Sent: 2016-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No