Date Received: 2016-04-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: What do you think would be a fair resolution to your issue? should have forbearance from XXXX to XXXX ( when I became employed ). Then from XXXX, I would be due the outstanding balance and be back on my original loan. However, Freedom Mortgage failed to process my forbearance. Instead, they are restructuring my loan at a higher rate and with a higher principal to capture the amount that should have been on forbearance because they failed to process my forbearance in a timely manner in XXXX. I requested the forbearance in XXXX and the forebearance should have been processed in XXXX before I became employed in XXXX. However, due to Freedom Mortgage 's negligence, the forbearance was never processed and instead, Freedom Mortgage is restructuring my loan since we are now in XXXX. Please process the forbearance with a date of XXXX and update my accounts. Please send me the full amounts due as of XXXX XXXX, 2016 and I will issue payment. Then I will be back on my original loan with the original principal and interest rate rather than the inflated principal and interest rate as a result of Freedom Mortgage 's negligence. Once the forbearance is on my account, then the credit bureaus will need to be contacted to revise my credit scores since I am not past due but in forbearance. Then my credit will be better so I can move to another lender in a year. Right now, because Freedom Mortgage has failed to process the forbearance and is moving to a loan restructure, I have a more negative credit as a late payment rather than loan on forbearance. This makes it impossible for me to move to another lender in the future and forces me to remain with Freedom Mortgage at a higher principal, higher interest rate and in a loan restructure I did not consent to. Had they processed the forbearance request in a timely manner, then I would just pay my amounts due as of date of first employment and be back on my original FHA loan. Freedom Mortgage is using their own negligence to force me into a new loan with them and exclude me from being able to borrow from someone else and get away from their unprofessionalism.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been on the phone numerous times with Freedom Mortgage and their " insurance '' department regarding providing proof of my HOA 's master policy and my personal XXXX coverage to avoid or reverse their increased " escrow withholdings '' in my monthly payments. No resolution to date, and my payments have gone up from {$3400.00} in XXXX 2016 to {$3600.00} since XXXX 2016. Principal, interest, and PMI payments due to Freedom Mortgage should reported be at {$2900.00}, so they are negatively impacting my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93012
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX : I was informed that Bank check mailed by XXXX to Freedom Mortgage was returned with Insufficient Funds. I called Freedom Mortgage immediately to let them know that I intended to correct the error the next morning ( XXXX/XXXX/16 ). XXXX XXXX : I Made ACH payment to Freedom Mortgage, and made deposit the very next morning into my XXXX checking account. Freedom Mortgage re-submitted check that originally had insufficient funds and it cleared with XXXX on XXXX/XXXX/16. XXXX XXXX : Call from Customer Rep. from Freedom Mortgage who said I owed the XXXX payment. I faxed copy of cleared check and bank statement for XXXX. XXXX XXXX : I went to meet with my bank officer and had her pull up my bank statement and copy of the cashed check ( no money paid to Freedom Mortgage has ever been returned to my checking account ). That same day ( XXXX XXXX ) I called and spoke with a Freedom Mortgage Rep. and faxed a copy of the cleared check and a copy of my bank statement showing the full mortgage payment from my account. XXXX XXXX I called Freedom Mortgage to verify fax sent XXXX XXXX was received. ( I have had to call them most every time- they rarely return calls and do not permit customers to speak with people in " Cashiering '' - the people who know the system and the payments ) XXXX XXXX : I called to check on the status of my case. I was told by Rep. that it was being investigated and to wait until Monday XXXX/XXXX/16. XXXX XXXX : I called to check on the status ( not willing to wait til XXXX ) and was told by Rep. that he would put in a work order for me - there was none on record! XXXX XXXX I received a call from Freedom Mortgage saying I needed to pay my XXXX payment. I explained that it was under investigation. I made a ACH payment over the phone with the Rep. ( again ) with the agreement that once the XXXX issue was resolved ( which I had submitted proof with the cleared check and my checking account history for the entire month of XXXX as requested ) that the ACH would be applied to my XXXX payment. XXXX XXXX I called and spoke with another rep. who told me she would contact Cashiering and get back to me with a resolution no later than XXXX XXXX. XXXX XXXX : The ACH cleared. XXXX XXXX I received a call from the rep. I telling me that all was clear for XXXX and XXXX and I was good until XXXX XXXX ( and no late fees, or charges as they were received within the grace period. XXXX XXXX : Received call from a Rep. stating that I owe for XXXX, XXXX and XXXX and the loan is in default ( also received letters stating the same dated XXXX XXXX & XXXX XXXX ). Later on XXXX XXXX I faxed from XXXX another copy of cleared check for XXXX payment and another cleared check for XXXX payment. Both checks have been processed and cleared my account. Also faxed a print of transaction history showing checks cleared and ACH debit with trace # cleared on XXXX XXXX to Freedom MTG Pymts. ( which was to be applied to XXXX payment ). As of today XXXX/XXXX/16 my loan with Freedom Mortgage is showing past due for XXXX XXXX and XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27513
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We bought our house in XXXX XXXX. Our loan was with Freedom Mortgage. They offered us a lower interest rate, we closed with the new loan in XXXX. The did n't calculate the escrow correctly from one loan to the other. But, we had XXXX in our escrow account before the refinance. Now, they have tacked on extra escrow to XXXX because we did n't have enough in our escrow account to cover taxes and insurance. I thought that either they had to roll the XXXX over, or we were supposed to receive a check within 30 days. It did n't roll over and we did n't receive a check. We have reached out to them several times, phone calls and emails. One person said that they used the money to pay unpaid principal for XXXX XXXX payment?? The gentleman that told us that said he would have a supervisor contact us within 25 hours ( that would have been Saturday ) have n't heard a word. First contact was Friday XXXX XXXX, XXXX. We are very frustrated, because now we are expected to pay an additional XXXX a month, when we paid the money in XXXX. We should n't have to pay for their mistakes!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I submitted a refinance with Freedom Mortgage XXXX XXXX XXXX XXXXXXXX XXXX NJ XXXX in XXXX 2016 to convert my primary mortgage from an FHA to VA loan. Freedom Mortgage sent an appraiser to appraise my home and charged me for the appraisal and they charged numerous additional fees for the refinance process. I was told by Freedom Mortgage it would take approximately two weeks to get everything processed. I heard nothing from Freedom Mortgage after two weeks and began trying to contact them. I called the assigned rep but could get no response. On XXXX XXXX I did contact XXXX XXXX, Assistant VP of Sales and he requested a credit card number and a XXXX -- XXXX of which I provided. XXXX XXXX then charged additional fees and immediately became unresponsive. I managed to contact a XXXX XXXX XXXX at Freedom Mortgage on XXXX XXXX and he stated he 'd get the process resolved. After numerous calls and messages, XXXX XXXX referred me back to XXXX XXXX -- who has remained unreachable. I have requested Freedom Mortgage complete the process and/or refund all the fees collected so I can get this processed elsewhere but Freedom Mortgage has refused to do either. I believe Freedom Mortgage has charged fees in excess of the VA allowance and has no intention of processing the refinance or returning the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Below is an email I just sent to Freedom Mortgage. My loan number is XXXX. I just received a letter from Freedom Mortgage that said my monthly payment is increasing from {$1100.00} to {$1400.00} in XX/XX/XXXX. The reason my mortgage payment is going up is these idiots believe that my city taxes for XXXX are going to be {$5200.00} ( {$2400.00} in XX/XX/XXXX, and {$2700.00} in XXXX XXXX ). I just spoke with the treasury office in XXXX, and my property taxes for XXXX are {$2900.00} and paid in XXXX XXXX only. Nothing is due in XXXX XXXX. I have a copy of my tax bill for XXXX and forwarded it to Freedom Mortgage. Please help, XXXX XXXX ( XXXX ) XXXX XXXXXXXXXXXX Hi, Please see attached city tax bill from the city of XXXX, Michigan. My XXXX XXXX escrow payment is increasing from {$400.00} to {$600.00}. This is increasing my monthly payment from {$1100.00} to {$1300.00}. From the Escrow Account Disclosure Statement, freedom mortgage is going to pay city taxes to XXXX on XXXX XXXX in the amount of {$2400.00} and in XXXX XXXX in the amount of {$2700.00} for a combined amount of {$5200.00} This is incorrect. My city taxes for XXXX for XXXX are {$2900.00}. Freedom Mortgage is overcharging my escrow tax account by {$2200.00}! This has been the second time Freedom Mortgage has been incorrect with tax information. First, my XXXX taxes were not paid until XXXX XXXX, and they were due in XXXX XXXX. This better be solved within the next week. I am filing a complaint with the Consumers Financial Protection Bureau. This is gross negligence. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49423
Submitted Via: Web
Date Sent: 2016-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-15
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I was contacted by phone by my current Mortgage Lender indicating that they wanted to offer me a lower interest rate, which they said would reduce my current payment with no out of pocket additional cost to me. I was making my mortgage payment and paying an additional ( approx ) escrow payment of {$410.00} on a monthly basis. This additional payment led to about approx {$4500.00} being in the escrow account at the time that the Mortgage Lender called me. My home is a new construction, and XXXX will be the first year that the land and home have been appraised. At my original closing XXXX XXXX XXXX XXXX, it was suggested that I put in extra money in my escrow account to make up for the short-fall that would occur when my XXXX taxes would be due. During our conversations ( which are all recorded by the mortgage lender ) we discussed what would happen to the accumulated escrowed additional monies that we had XXXX the {$4500.00} XXXX - and we were told that we would either receive a check for those funds, or that the escrow would be rolled over to the new escrow account. At NO TIME EVER was any mention made that the escrow funds would be used to pay down the current mortgage principal ( thereby making the principal lower so that they could fraudulently tell us that they could " lower '' our payments ). After closing on the new loan, and us calling them ( prior to the three days " cooling off '' period ) - we inquired about what happened to our {$4500.00} escrowed monies, we were told that we had to call back to discuss this AFTER the new loan was processed and the cooling off period was expired. Once we were able to talk to an agent, XXXX XXXX XXXX XXXX, we were told that our escrowed funds of {$4500.00} was used to pay the closing costs on the loan and the remainder applied to the principal reduction, and we would receive a check for {$44.00}. We have made numerous attempts to contact the company to resolve this to no avail and they have not returned our calls. Had we been informed that our escrowed money ( that was earmarked for the XXXX property taxes ) would actually be used for closing costs and principal reduction - we would NEVER have agreed to refinance our mortgage loan. Our monthly payments ( to make up for this now shortfall of funds for our taxes ) will now increase our monthly payments by about {$600.00} a month. We were deceived by their dishonest practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32967
Submitted Via: Web
Date Sent: 2016-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was a mortgage holder with Freedom last year. I proceeded with a refinance that closed at the end of XXXX, XXXX. For some reason there was an issue between the title company payoff and Freedom. This resulted in an outstanding balance on my account ( which should have been closed ). I received a bill for XXXX XXXX and called Freedom immediately. I was told by the customer rep that it was an error and that the account should be closed. I then received a bill in XXXX and called again. They were 'looking into it. ' After this call I engaged my new lender and their title company that had processed the transaction. I authorized the title company to speak with Freedom on my behalf. This whole issue was supposed to undergo a 'management review ' on XXXX/XXXX/XXXX. This is more than four months after the initial issue. Since that time the review has been pushed back to XXXX/XXXX/XXXX, and as of this writing ( XXXX/XXXX/XXXX ) I have not heard of any resolution. I have spent HOURS on the phone with Freedom trying to resolve this. It needs to be corrected NOW. My credit score has also dropped by over a hundred points since this began.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2016-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received are County tax bills that we 're supposed to be sent to the lender. I faxed them to Freedom mortgage on XXXX XXXX 2016. XXXX bill was paid on time, XXXX was not paid so I called them on XXXX XXXX 2016 which was the due date. They told me that they did n't have record of the XXXX tax bill and I should send them the fax that I sent them, via email. I contacted them via email on XXXX XXXX 2016 with the documents they requested attached to the email. I received a response the same day saying that they received my email inquiry and that they would respond to it. On XXXX XXXX 2016 a letter was sent via USPS stating they had received my inquiry and would respond within 30 days. I called them on XXXX XXXX 2016 they told me that they were still reviewing the information. On XXXX XXXX 2016 the amount for the property taxes was deducted from my escrow account, the amount was a second time on XXXX XXXX 2016. I contacted freedom XXXX XXXX 2016 they informed me the taxes have been paid twice, they could not tell me why they paid them twice and would not refund the money they erroneously removed from my escrow account. The taxes have not been paid to date in the treasurer has no record of correspondence from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44256
Submitted Via: Web
Date Sent: 2016-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I filed for forbearance as a result of unemployment back in XXXX 2016. Since that time, Freedom Mortgage has consistently delayed processing my request with frivilous requests that I resubmit paperwork already provided in triplicate, documents they never disclosed at the start as requiring. They also delayed my request b/c the single point of contact assigned to me took a week off for personal business without having anyone work on my account during his absence ( XXXX XXXX ). He also failed to touch my file when I submitted paperwork but would delay processing my paperwork for 3 to 5 businsess days ( XXXX XXXX ). New single points of contact were assigned multiple times with and without my request for change, which added more delays. The single points of contact failed to look at the paperwork provided and would ask me to resubmit paperwork because I had provided so much paperwork ( which was result of their frivolous attempts to delay ). Four months later, I have found a job and now I am being penalized with penalties that were a direct result of Freedom Mortgage 's delays ( not mine ) and I am being penalized with an increase in interest rate. They are restructuring my loan rather than granting me the forbearance during the periods that I was unemployed because I am now employed 4 months after I filed for forbearance - so I am being penalized for having getting a job instead of waiting for them to finally process my request for forbearance. They have ruined my credit score with all their delays so I ca n't go to another lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2016-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes