Date Received: 2016-01-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The mortgage company sent me a new escrow account disclosure statement indicating I owed a certain escrow amount and I have protested the amount because the homeowner 's insurance amount is larger than the insurance company 's quote to me. I am exempt from paying property taxes in my state because of my XXXX XXXX. Last year I refinanced my mortgage with this company. They received all of the paper work and submitted an escrow amount that was not correct and sent a check to the County where I reside. The County sent the check back to the mortgage company and explained that I was exempt from paying property taxes and their escrow amount was incorrect. My mortgage amount is scheduled to increase to reflect the incorrect insurance amount and property tax amount. I have spoken to at least XXXX representatives for this company and they all tell me something different. I was scheduled to get a call from them yesterday but never received a call from a supervisor. I have never missed a payment or been late. I will pay them the amount that is the proper mortgage payment instead of what they are requesting I pay because their amount is incorrect.
Company Response: Company chooses not to provide a public response
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage sent me a monthly statement on XXXX/XXXX/XXXX stating that my payment was {$1500.00}. My payment had always been {$1100.00}. I contacted the Vice-President, XXXX XXXX who indicated that they did an escrow analysis on my account and that they realized they had n't been collecting enough of a payment. Strangely though, there was no increase in my taxes or insurance. As a matter of fact, my taxes went DOWN. Employee error is the reason my payment has gone up. There have been numerous employee errors on my accounts with Freedom Mortgage and I am growing so tired of it. I received NO notification of this until I got very upset in the email to XXXX XXXX and stated that I was never informed of this, and that this notification was required by the mortgage company. All they did at that point was email me their analysis that I had never been notified of prior to this date. On top of everything else, I sent in my regular mortgage payment for the XXXX XXXX, XXXX payment and received a notice of a " late payment '' since they refused to apply my payment. This is extremely concerning to me as many problems have occurred since I have had my mortgages with Freedom Mortgage. Since I have had my accounts with Freedom Mortgage, here are some issues I have had with them : 1 ) About a year and a half ago, I received a refund from Freedom Mortgage. I spent this on home improvement. A few months later, I was informed that Freedom Mortgage was then that amount short and needed to recover it and increase my payments. 2 ) Freedom Mortgage neglected to pay my homeowner insurance bill. This was approximately a year and a half ago as well. My homeowners insurance actually ceased until I requested that Freedom fix the situation. 3 ) I would gladly pay this amount if it was due to an increase in my taxes or my insurance, but as I stated previously, nothing was increased and actually went down. On top of everything else going wrong, I have received statements that say I owe more than XXXX payment and I had to email XXXX XXXX to figure out why they were trying to collect for more than XXXX payment. There is too much to go into detail, however, right now the main situation is my payment going up so high because of employees of Freedom Mortgage not doing their jobs correctly. A homeowner/holder of a mortgage should not be the person responsible when these employees do n't do what they are supposed to. XXXX XXXX stopped emailing me when I informed her via email that I had not received the appropriate documentation from Freedom Mortgage regarding any change/increase in my payments. I informed her that a mortgage company is required to notify me of any changes in writing and that this was not done. I did not hear from her or receive the assistance I needed after that time.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2016-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX of XXXX my wife and I contacted our mortgage company, Freedom mortgage, to have them remove the private mortgage insurance we have been paying monthly. Our house is valued at {$400000.00} with an appraisal less then 2 years old. We owe {$320000.00} which would place us at approximately 78.9 % loan to value ratio. We sent a written request on XXXX/XXXX/XXXX to have this removed. They replied on XXXX/XXXX/XXXX stating they would respond within 30 days. It is now XXXX/XXXX/XXXX and we have not gotten a response. We have contacted them and they said it would be at least another week for a response. Freedom mortgage has already told us in the past they would be using the original loan amount of {$350000.00} to determine our home value, even though we have an appraisal. We took out the loan after saving a substantial amount for a down payment. We would like assistance getting a response from them and ensuring they follow federal law in regards to the loan to value ratio. Our loan is a conventional 30 year fixed rate mortgage.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2016-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: To whom it may concern, I feel that freedom mortgage is intentionally delaying the approval of my home refinance in order to gain more money out of me thru the increased fees of a rate expectation. On XXXX XXXX. XXXX I filed an application to refinance my home mortgage to pay off my credit card debt that I occurred in the repairs of my home. XX/XX/XXXX I called XXXX to see if I was approved and I was informed that my application was canceled and no explanation as to why. So I re applied at the same interest rate and the same amount to be borrowed. It is now XXXX XXXX, XXXX and I still have no approval on my refinance and I received a notice of unrealistic demands from freedom mortgage In order to come to a decision. 1. Freedom mortgage wants XXXX from all of my employers in XXXX by XXXX XXXX. By law employers have until XXXX XXXX to send out XXXX and I have not received mine so I can not comply with the demand from freedom mortgage. 2 I have given freedom mortgage all the documents that were requested of me in a timely manner and gave my reasoning as to why I did n't have some documents in my possession and freedom mortgage knowingly understood and accepted my justifications. I will not be held responsible for the delay of the approval of my refinance or any changes included by the inaccuracy and unorganized ethnics of freedom mortgage. Thank you for your time in understanding my concern
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95687
Submitted Via: Web
Date Sent: 2016-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am a first time homebuyer. I closed on my house XXXX 2014. At that time I had no idea that I would be able to get approved. I was 8 yrs into my career and still working for the same employer. I had built my XXXX IRA close to XXXX and things were stable and LIFE was even better now that I had my home. I am a single mother and earned the only source of income for all I had built. I have never recieved child support and had been liberated from food stamps for over 6 of the 9 yrs I had worked for my employer. Well the house of cards was about. To come down. Little did I know. Okay fast forward 11 months after I finally get my home. I had been contacted by a mortgage servicer that tells me they can drop my payment by streamlining my loan if I choose to switch and I didnt have much but they did drop it from {$950.00} to {$830.00}. Taxes, home ins., and MIP INCLUDED IN MY new lower pmt and also my interest rate dropped to 3.875 % from 4.25 %. The new servicer of my loan was now Freedom Mortgage. The paperwork was in underwriting and all I had to do was sign the contract with the mobile notary scheduled to come to me. When the call came through to schedule the appt. and sign the closing documents ... I had lost my job of 9 yrs. the day before. I immediately told the woman representing the new servicer of my refinanced loan that I had lost my job and I am wanting to tell them right away so that I do n't miss so distraught over this that I had to be of my who called scheduling the closing that had I am a first time homebuyer. I closed on my house XXXX 2014. At that time I had no idea that I would be able to get approved. I was 8 yrs into my career and still working for the same employer. I had built my XXXX IRA close to XXXX and things were stable and LIFE was even better now that I had my home. I am a single mother and earned the only source of income for all I had built. I have never recieved child support and had been liberated from food stamps for over 6 of the 9 yrs I had worked for my employer. Well the house of cards was about. To come down. Little did I know. Okay fast forward 11 months after I finally get my home. I had been contacted by a mortgage servicer that tells me they can drop my payment by streamlining my loan if I choose to switch and I didnt have much but they did drop it from {$950.00} to {$830.00}. Taxes, home ins., and MIP INCLUDED IN MY new lower pmt and also my interest rate dropped to 3.875 % from 4.25 %. The new servicer of my loan was now Freedom Mortgage. The paperwork was in underwriting and all I had to do was sign the contract with the mobile notary scheduled to come to me. When the call came through to schedule the appt. and sign the closing documents ... I had lost my job of 9 yrs. the day before. I immediately told the woman representing the new servicer of my refinanced loan that I had lost my job and I am wanting to tell them right away. I am still looking work 5 months later. They denied my loss mitigation request for a special forbearance CITING THE DECISION IS BASED ON MY " LACK OF ABILITY TO REPAY ''. I am 70+ days past due on my mortgage. I APPLIED FOR ASSISTANCE TO PAY ME UP TO DATE THROUGH A LOCAL PROGRAM. I GATHER EVERYTHING THEY NEED WAY MORE THAN THE LOAN COMPANY WANTED ONLY TO HAVE THEM REPLY 2 DAYS AFTER TO. SAY THEY HAVE NO FUNDNG AVAILABLE AND I AM TOLD TO JUST CALL THEM REGULARLY TO SEE IF THEY HAVE FUNDS AVAILABLE YET. I HAVE SPENT 85 % of my Retirement Acct and I have had to CHARGE MY BILLS TO MY CREDIT CARDS WHICH ARE 88 % maxed out. My credit has gone from XXXX to XXXX. I am at the end of my rope and guess what FREEDOM MORTGAGE sends me after 60+ days late?? They sent me another LOSS MITIGATION PACKAGE. I SENT IT BACK THE SAME DAY. STILL NO WORD.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 979XX
Submitted Via: Web
Date Sent: 2016-01-23
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2016-01-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The servicing of my loan was sold to Freedom Mortgage in XXXX 2015 ( from XXXX XXXX XXXX ). From the start I 've had nothing but problems. I did a modification with my original lender XXXX XXXX and was approved in XXXX 2015. All documentation was submitted, notarized and returned to the original lender XXXX XXXX and documents were recorded with my county recorder 's office. After my account was transferred, Freedom mortgage started sending me letters saying my account was in default and that I owed over $ XXXX on my account. Every representative I spoke to had a different story regarding my account. No one seemed to know what was going on. I kept sending in my payments to them every month, even though I was receiving in the mail, default letters, as well as Freedom Mortgage had inspectors coming out to my home as if I did n't live there. My credit report has suffered tremendously because Freedom continues to report that I am late. Freedom has not paid my property taxes and now I have been accessed a late fee on the property taxes. I have a single point of contact who has tried assisting but all I get is I 'm sorry but this takes time to correct. I recently found out from a Manager that a " Stop Code '' was placed on my account which means all work on my account should stop, but no one knows why this was placed on the account. The manager I spoke to informed me that this should n't be on my account. Each time I call Freedom they reference that I just went through a modification with them, which I have n't. My modification was done with XXXX XXXX XXXX in XXXX 2015, and approved and completed in XXXX 2015. To this date, Freedom mortgage, still has not updated my account to reflect that I am current, nor have they paid my property taxes. I 've also sent in a copy of my property taxes via fax and no one from the tax department has bothered to acknowledge that they received, or if they are working on getting that paid. I have had to deal with some of the rudest customer care representatives ( XXXX was the worse ). I would like someone to get this issue straightened out sooner rather than later. This has been the worse experience and has added a lot of stress to my life. After working hard to build my credit to purchase a home, this situation has affected my credit score and hinders me from being able to make other purchases. The lack of communication between departments at Freedom Mortgage is unbelievable and the difficulty to reach someone who knows anything about my account is beyond frustrating. If things were getting updated on my account, I would feel a little more at ease, but the fact that nothing has changed since XXXX, leads me to believe that no one is working on getting the issue resolved. I feel as if I 'm getting the run around and only being told they are working on this to pacify me at the moment. Whenever this is corrected my first course of action is to refinance with another company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95330
Submitted Via: Web
Date Sent: 2016-01-22
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: Yes
Date Received: 2016-01-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: 1. My escrow payment was not made for school taxes, resulting in a XXXX % penalty, and i had to pay the taxes out of pocket as the servicer did not have adequate funds to do so. However when i refinanced, there were adequate funds to have them paid by the due date. The loan was sold 3x, and no one know whats going on. 2. i have asked for an escrow analysis by Freedom Mortgage on XXXX XXXX, i have yet to receive an acceptable answer on whats going on. 3. Prior to Freedom serving my loan it was serviced by XXXX XXXX XXXX, they did an escrow anaylis, after i changed my homeowners insurance, lowering my monthly payment. However they made an error and sent my insurance company another years payment, it was not due for nearly 10 more months. 4. Freedom Mortgage said they did not receive my XXXX mortgage payment, i have a confirmation form my bank XXXX that the check had been delivered to them on XXXX XXXX. I recieved a phone call on XXXX XXXX stating my paymetn was not made, i advised i did make it and sent an email of screenshot showing delivery. On XXXX XXXX XXXX ext XXXX called again stating she was colecitng a debt and started to harass me, i explained what happened, i was transfered to an escalation leader XXXX and karlene XXXX, XXXX would put me on mute and hold while i was speaking, when i confronted her about this, she said yes she had been putting me on Mute while i was talking because i am rude for talking over her. The recordings will show evidence of this. 5. Finally i was transfered to XXXX direct # XXXX, where we were getiting no where, saying she never recieved any of the emails of confirmation of payment, so i stopped payment on the check for {$1400.00} to Freedom, and paid over the phone with XXXX. I was told the payment would show on XXXX/XXXX/2015. It is now XXXX/XXXX/2015 and nothing has been taken from my checking account. 6. I recieved a call form XXXX XXXX, asking me to verify information because Freedom emailed them and said XXXX is the servicer. I have never made a payment to XXXX, the rep form XXXX said you are not in our system, we are not servicing you. No one seems to know who is servicing my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2016-01-22
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: Yes
Date Received: 2016-01-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage loan was sold to Freedom Mortgage on XXXX XXXX, XXXX. I was notified in mid XXXX. Upon notification I called Freedom Mortgage to request that they pay my XXXX RE taxes from my escrow balance before XXXX XXXX so I would be able to deduct the payment on my XXXX tax return. They said they would not do it. I made several attempt to resolve this and finally was told my a supervisor named XXXX XXXX that if I personally paid my taxes that an escrow analysis would be performed upon confirmation from XXXX XXXX that the taxes have been paid and the funds would then be paid to me ; reimbursement by my escrow account held by Freedom Mortgage. I was concerned that I would not be reimbursed for many months but was assured by XXXX that the analysis would be performed promptly upon confirmation that my taxes were paid. This was late XXXX and I personally paid my taxes. XXXX would not give me her direct number or extension which I requested. I attempted to contact her by asking for her by name going through the customer service number. I was able to get through to her voice mail once and left her a message. XXXX did call me back and left me a voice mail but did not leave any information as to the status of my situation. I have XXXX other attempts to contact her and was refused by the agents to get transferred to her or her voice mail. I was told my XXXX of the agents that I would get a call back the next day regarding my situation. The call was never received. I called again today and again they refuse to transfer me to XXXX and that an escrow analysis would not be performed because Freedom Mortgage paid my RE taxes in early XXXX. So, a reimbursement would not be possible. Repeated requests to speak to XXXX were refused. The agent I am speaking to, as I write this, was able to get in contact with here while I was on hold but refused to transfer me to her or her voice mail. Horrible customer service experience as well as not following through with what they told me they were going to do. I am now at a loss as to how to resolve this. So, a timely reimbursement of my funds is now not an option.
Company Response: Company chooses not to provide a public response
State: ND
Zip: 58504
Submitted Via: Web
Date Sent: 2016-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I recently purchased my first house ( late XXXX XXXX ), and within the first 2 weeks my mortgage was transferred from Freedom Mortgage to XXXX and I received a welcome letter from XXXX. Then within the next week or so I received a bill from Freedom Mortgage and did not receive anything from XXXX. So I paid Freedom Mortgage on XXXX XXXX, with the understanding that they would transfer the money to XXXX accordingly. Around XXXX XXXX I receive a call from XXXX XXXX XXXX saying that I have not paid my mortgage. This has led to numerous calls to both banks ( at times XXXX way calls between myself Freedom Mortgage and XXXX XXXX XXXX ). As of today XXXX claims they took over my mortgage and I have not paid them for the XXXX bill and owe them the money for XXXX and will have to pay them XXXX XXXX and Freedom Mortgage is claiming that XXXX XXXX XXXX did not take over my mortgage and will not release my payment for XXXX and I have to pay them on XXXX XXXX. I originally got a date of XXXX XXXX from Freedom Mortgage saying this would be resolved, and when I did n't receive a phone call from them on that date I called them to find out that they have moved the completion date of my request to XXXX XXXX. Which I explained would force the situation that, come XXXX XXXX I will have XXXX banks telling me that they own my loan and I owe each of them the payment.
Company Response: Company chooses not to provide a public response
State: NY
Zip: 11706
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage ( LOAN # XXXX ) told me that my escrow was short by {$3700.00} which I paid over the phone. I submitted my XXXX Veterans Property Exemption ( {$120000.00} ) prior to the property taxes being due, which also lowered my monthly mortgage payment. This mortgage company received the corrected tax bill of {$2300.00} and paid the old bill of {$3000.00} ( overpaid by {$700.00} ) because no one verified the bill even though they knew that I had been approved for the tax exemption XXXX XXXX Veteran ). I made the XX/XX/XXXX payment of {$1200.00} and I received letters that my mortgage payment for XX/XX/XXXX was short by {$300.00}, even though I made the full payment and have receipts for a full payment. This company continued to send me delinquency notices and stated in a letter that they turned me into the credit bureaus. After disputing that I did n't owe the additional amount and they discovered that the error was on their part, they send me a letter stating that they would adjust my account. I received another statement today ( XXXX XXXX 2016 ) and my account has not been adjusted. They send me a letter stating that I was in default of my loan. I have done my own research on this company and have found that they have done this same thing to other customers. This company continues to send erroneous collection letters to me and other customers stating that they are behind in their loan payments and that they are in default. I paid {$3700.00} and received an exemption of {$120000.00}, they overpaid my property taxes by {$700.00}, how would I owe anything????? Please make this company correct their error and send updates to my account to me and correct the erroneous credit reporting that they provided to the credit agencies. I have owned my home for 7 years and have never been late. I filed a complaint with the CA Dept of Business Oversight ( complaint # that my payment can now be lowered monthly to {$1300.00}. I was also informed that I would be due a refund of about {$1200.00}. As soon as the assessor made their corrections to the new lower property tax bill, I faxed to your office for your company to make the corrections. Each time I speak to someone in their company, they act like they do n't know what I am talking about. I have send letters and emails to this company demanding that they correct their mistake, it is damaging my credit Please make them refund the additional monies that they sent out to the XXXX Tax Assessors Office so that I may receive my refund. Their mistake has caused me financial hardship, because they made me pay money that I did n't owe.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92571
Submitted Via: Web
Date Sent: 2016-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No