Date Received: 2016-02-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Following a payment to avoid foreclosure my statement dated XXXX XXXX 2015 showed a balance due on XXXX of - {$150.00}. The following statement dated XXXX XXXX 2015 shows a past due amount of {$3000.00} and total due of {$5600.00} despite the prior month not having a balance due. Due to this statement error in XXXX, my payments have not been applied correctly, and I am currently showing as 30 days delinquent. I contacted the loan servicer when I noticed the error on XXXX XXXX 2015 and was told that they are unable to see the statements and that I must resolve the matter via email. I followed the instructions and sent the email with the attached documents on XXXX. Since then I have not received a communication from the loan servicer regarding a resolution to the matter. I believe a month and a half is more than enough time to get this resolved. I called customer service again today regarding the matter and requested to speak to the department noted in the last email as looking into the matter ( payment department ). I was informed that I am unable to speak to someone in that department.
Company Response: Company chooses not to provide a public response
State: NY
Zip: 11692
Submitted Via: Web
Date Sent: 2016-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I would like to lower my mortgage monthly payment. I know about the pmi reduction and a lower interes that are now in the market. My loan is a FHA and I need to save so.e money because a reunification family and I can not get benefies of any goverment plan or rate reduction because lender XXXX me all the times in the proposawith a very high APR and hidden fees. My loan was sold to freedom mortgage and this company wanted to make me get involve in variable interest rate and I almost get into the trap. I would like to find a honest lender to refinance my actual FHA loan and get the reduction in my PMI that was lowered by goverment days after my loan closed. My credit is excellent it was XXXX in early XXXX although I dont know anymore after aplying to many nation wide lenders that wasnt honest to me. They want good and excellent credit people to get you but not to offer you a better conditions. I would like some help with a honest lender recomended by the goverment. Thank you
Company Response: Company chooses not to provide a public response
State: NV
Zip: 89130
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm filing this complaint because I have been unable to resolve my concerns with my mortgage company about the way the length of time that it consistently takes for my mortgage company Freedom Mortgage ( unfortunately not by choice ) to process all of the payments that I 've made & sent to them on time -- at least 1 week in advance. For whatever reason, it is completely impossible for me to contact customer service in any form to try to get an explanation as to why it takes 2+ weeks for my payment to arrive at the payment address supplied by Freedom Mortgage. I am extremely fearful that Freedom Mortgage will assess late fees & cause me to " dispute '' the charges, as they are willfully slow and unwilling to find a proper solution. After waiting on hold for nearly 15 minutes this morning, I reached a customer service agent at ( XXXX XXXX XXXX -- the number listed for new applicants. I had to " sneak '' my way into the queue by calling that number since calling ( XXXX ) XXXX as is recommended for current Freedom Mortgage clients resulted in 3 automated hang-up calls this morning, after I entered & verified all of my current loan information. Emails to the only address that I can find, XXXXXXXXXXXX go unanswered repeatedly. I emailed another inquiry this morning & fully expect to be ignored again. I simply want to know why the processing is so slow & where I need to mail my payment for faster & more efficient service. I was told this morning by customer service that they use the U.S. Postal Service, and it is their fault for processing delays.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2016-02-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2016-02-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage Company has lost and otherwise misapplied three of my mortgage payments over the course of the past six months, the most recent payment being my XXXX 2016 mortgage payment which was made on XXXX XXXX, 2016 and received on XXXX XXXX, 2016. Despite repeated attempts to locate my payment and sending proof of the payment by my bank to Freedom Mortgage, they continue to call me daily, send me threatening letters with late charges assessed and harass me. Most importantly, they are incompetent in servicing my mortgage loan. They have cost me countless hours of phone calls, waiting on hold and passing me from person to person without providing any answers as to the whereabouts of my payment. After calling them every day this week, they are telling me at the 11th hour that my bank sent the payment electronically and they ( suddenly and without notice ) are telling me that they " do not accept electronic payments ''. The only method for payment instruction that my banking institution ( XXXX XXXX XXXX ) has for them is to send the payment electronically. Now, after waiting an entire week, they are telling me that I have to go back to my bank and get them to track down the lost payment. All of this is beyond frustrating and not the first time that this has happened to me in my less than 2 years of having a loan with this incompetent company. They should be fined and put out of business. My next course of action is going to be to refinance this loan with another bank to get rid of them. I have the luxury of being able to do that. Many other consumers may not have the same ability. They are awful!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06825
Submitted Via: Web
Date Sent: 2016-02-04
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2016-02-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom mortgage issued me an escrow surplus check on XXXX XXXX 2016. Immediately after receiving this check my insurance agent called and informed me that my homeowners insurance had not been paid. I called Freedom Mortgage with my insurance agent on the line and requested a check be sent overnight. The Freedom Mortgage agent said that it would be overnighted. Several days later my insurance agent called me and informed me that a check still had not been received and that my insurance policy was close to termination. I called Freedom Mortgage back and an associate in the insurance department told me that indeed the request for payment had been denied from Freedom. So she said she would put in another request and this one should go through since the last one was denied. I called Freedom Mortgage the very next day and once again another associate in the insurance department told me that the request had been denied. At this point I asked to speak with a supervisor and I was told that a supervisor was not available. So I hung up and immediately called their customer service department. I told them about my problems and that I had requested to speak with a supervisor buy was told they were unavailable. The customer service associate put me on hold and called over to the insurance department and requested to speak with a supervisor. After thirty minuets of holding, I was connected with yet another insurance department associate who told me a supervisor was unavailable at the moment but that she would try to resolve my issue. After around thirty more minutes talking with that associated I once again asked to be connected to a supervisor and was put on another five minute hold. I was finally connected with a supervisor who said he would request that a payment be sent out to my insurance company. How am I supposed to trust that this payment request wo n't be denied like all the rest of them? So my complaint is : I 've talked to around five to six different people over the last two weeks about my problem. I have had three different requests for payment of my homeowner 's insurance that have all been denied and all anyone can tell me is sorry for the inconvenience. This company has put my home, me and my family at risk and this is unacceptable. An inconvenience would have been the first time I called at this point we are at a severe problem. My homeowner 's insurance is at the point of being terminated because of the negligence of Freedom Mortgage Company.
Company Response: Company chooses not to provide a public response
State: OK
Zip: 73072
Submitted Via: Web
Date Sent: 2016-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-29
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I financed my home and having a VA loan they called me back and said we can lower your rate even more. They got me excited about lowering my rate again and they did nothing! They let the time run out. This was Freedom mortgage inability to help the customer. So now I could potentionally pay $ XXXX over 30 years
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2016-01-29
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We applied for a mortgage refinancing with Freedom Mortgage at the beginning of XXXX XXXX. After XXXX failed closing dates, unreturned phone calls and e mails, endless time on hold and hours of our time wasted we finally closed on XXXX XXXX, XXXX. I have pages of notes, phone messages and emails to show the incompetence of Freedom Mortgage. I was required to sign a document that stated that I received Disclosure documents 3 days before closing. They did send Disclosure documents 3 days before but they were incorrect. I had to bring this to their attention so the closing could be completed. I finally received the correct Disclosure documents the evening before the scheduled closing. This company is incompetent in so many ways it is inexcusable If it was n't for the money it finally saved us on the refinancing, we would have abandoned this endeavor after the second failed attempt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12010
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2016-01-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/2015 I received a letter that my mortgage was transferred from XXXX XXXX to Freedom Mortgage. At that time however, I had already sent the payment ( to XXXX ) on XXXX via USPS mail. On XXXX, I noticed that the check had not been processed yet. On XXXX, I called XXXX Mortgage, and they mentioned that they had not received the payment yet and the representative recommended me to ask my bank for a " replacement check ''. On XXXX, I received a letter from XXXX Mortgage confirming that the payment had not been received yet. On XXXX, I went to my bank and the manager suggested me to put a " stop payment '' on the original check and issue another one to XXXX. On XXXX, I called Freedom and a representative said the payment had been received. On XXXX, I received a letter from Freedom ( dated XXXX ), stating that a fee of {$30.00} would be assessed to my account due to insufficient funds ( " NSF '' ). On XXXX, I logged in to my bank account online, and verified that there was a " stop payment '' transaction for the same value of the original check, but also a successful transaction for the replacement check. On the same day, I called Freedom inquiring about the {$30.00} fee. The representative verified that they had received all due payments and my account had no balance. Nonetheless, their computer system showed a " NSF '' ( Insufficient Funds ) transaction. I told him that the " NSF '' was in reality a " Stop Payment '' transaction and explained the whole situation. We conference called a representative from my bank. She could identify the " Stop Payment '' transaction online, but was not able to find any " NSF '' transaction on my account. Unfortunately she could n't find an electronic copy of the " Stop Payment '' document, because it had been done in person, in a branch. At that point, I sent a copy of my original " Stop Payment '' document, signed by the branch manager, to the Freedom Mortgage representative. To my surprise, he said that the explanation I gave and the document I sent were not conclusive, and what really mattered was the " NSF '' captured by his system on a transaction with my bank. I asked him to show me documentation from his system proving that my bank actually issued an " NSF '' transaction instead of a " Stop Payment '' XXXX. He said it was not possible, and mentioned that his system would not display " NSF '' if it were not coming from my bank. Not coming to a consensus on the issue, he finally agreed that if I could prove from my bank that during the period that the " NSF '' transaction occurred, my bank account had more than enough funds to cover for the transaction, then he would wave the {$30.00} fee. On XXXX, I went back to the bank branch and explained the situation to them. They performed an in-depth analysis of my account and confirmed that my balance was never below the amount to cover ( by a large margin ) the value of my mortgage. They also confirmed that there was no way to possibly justify an NSF transaction, and that their records showed that the transaction was returned because of a " Stop Payment '' order. They printed and signed all documents supporting the case and I sent this documentation to Freedom Mortgage, as they had requested. Few days later, I received a letter from Freedom Mortgage acknowledging the receipt of my email and the documentation. They said they would analyze it. About a week ago, I received the invoice for my next mortgage payment from Freedom. To my surprise, they disregarded my explanations & documentation, and included the {$30.00} " NSF '' fee. Please help, as I did everything I could, to not only ( a ) avoid a fraud ( by requesting a " Stop Payment '' on the original check ), but also ( 2 ) issuing a replacement check and ( 3 ) providing sound documentation. I am attaching the letter I sent to Freedom Mortgage and the documentation from the bank.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was transferred to freedom mortgage in the beginning of XXXX. I was in the process of getting my PMI removed with my previous company at the time of transfer. I have been contacting Freedom since to get rid of my PMI. Two and a half months later, I have only received a letter from them saying they are looking into my claim and that the escrow department would contact me if they needed anything. I missed XXXX phone call from Freedom, which message stated this is Freedom, please call us back at our customer service line. When I called back within five minutes, the rep I was speaking with had no idea why the last person called me and said there was no note in my file as to why they would have contacted me. I have had countless conversations with reps who can not help me. I have called to check in on the situation and ask them what my next step is to remove my PMI. I was finally able to speak with a representative who told me to fax my home appraisal for the next step. They mentioned that a note was placed in my file to contact me to tell me a home appraisal is the next step ( who knows how long that note was in the file for ) but again no one contacted me. The rep told me they ca n't tell me if it will be an accepted appraisal, there was no way they could tell me this or look into what appraisers are accepted. Not once was I contacted and asked to send my appraisal or do anything else for that matter, I went ahead and had to investigate enough to determine that was the next step. About 48 hours after the first time I sent the home appraisal fax, I called back and asked if they had received it. The rep told me they did not receive it yet, but that sometimes it takes longer than 48 hours to receive a fax and to call back in a few days. I waited about a week from the original send date and the rep told me there was a note in my file that they did not receive the fax and that someone was going to contact me. They did not contact me, I went ahead and resent the fax & confirmed I had the correct fax number, they mentioned it would take again about 48 hours to receive and that someone would contact me. I again waited a week, called back and they told me there was another note in my file that they did not receive the fax and that someone was supposed to contact me. I asked the rep when someone was going to contact me because again, the only reason why I even know it was not received and what steps I should be taking is because I contacted the company myself. I have asked the company to put notes in my file to have the escrow department call me and discuss the situation/tell me what I need to do- Freedom mortgage said the escrow department does not take phone calls and they could put a note in that " hopefully '' someone will see. Last Thursday, I spoke to a representative & I asked to speak to a manager/supervisor because every time I speak to a rep, they are telling me something different and I have been in the same place for the last two months- with no movement on cancelling my PMI. The rep told me a note was placed and that a supervisor will contact me within 48 hours. I did not receive a call and again, called back Freedom mortgage and asked about my situation. They still do not see my fax ( one I have faxed twice to the confirmed fax number ) and again I have asked for a supervisor/manager to contact me to help with the situation. I have not heard back from Freedom since then. I have now wasted two and a half months, getting nothing accomplished towards cancelling my PMI and have a mortgage company who does not communicate the requirements to me. I have had no guidance from freedom mortgage and have spent countless hours contacting their customer service, which has gotten me nowhere. The customer service and organization at freedom mortgage has been the worst experience I have ever had to deal with. Loan is always paid on time.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2016-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-27
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I was in the process of a refinance with Freedom Mortgage and did not receive my Closing Disclosure within the required waiting period. Rather, received a back dated CD the day before I was supposed to sign my loan docs. The impound account, monthly payment and credits applied to my " no cost loan '' were all incorrect. I did not have enough time to get this resolved before my signing, so while signing loan docs, I made the handwritten corrections and initialed my docs. Also at the time of signing I receive a disclosure dated XXXX/XXXX/16 which I had never seen before, but no corrections were made to this XXXX either. ( This document is attached to the complaint ) I was advised to sign a disclosure that I had 3 days to review my CD, when I had n't. When I called to follow up and make sure the corrections were made to the file on their end, they advised me that they would just fund at the wrong amount, even though my docs contractually agreed to a different amount. After I finally spoke with someone who was able to make the corrections and void out the signing, I did not receive any follow up disclosures to review before my other signing was scheduled. Rather, again, a signing was scheduled before I had any CD to review. Again, terms of the loan were wrong when I would call in to check status of my CD. Loan amount was wrong and they were applying an escrow credit from my current loan to closing costs, which I repeatedly advised I DID NOT WANT. Rather than using money I had already paid to my money from my escrow account to credit this loan, I wanted a higher loan amount so I would have that escrow money available to pay my supplemental taxes when those were assessed by XXXX XXXX ( new construction home not yet assessed ). Long story shorter, the day before my signing I was again promised a revised XXXX but before I received anything I got a call from the processing manager advising the closing would not happen due to a subordination agreement that had not yet been received or even ordered. They had found out the information one week prior and had not brought it to my attention. I requested to cancel my loan on XXXX/XXXX/16 and that was never done. I received a phone call on XXXX/XXXX/16 requesting to reschedule my signing. My request was never submitted and my account remained open despite my very clear request to cancel all proceedings. Also, whenever I tried to contact my LO ( XXXX XXXX, XXXX ID XXXX ) I was never able to get in touch with him. I would get an automated response when I emailed and transferred to different departments with different customer service reps, none of which could answer my questions. .I was completely out of the loop and would have like to have a contact to assist in this process, which I thought the Loan Officer was supposed to do. Horrible customer service and completely out of compliance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93274
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No