Date Received: 2016-01-19
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: In XXXX XXXX, we were solicited by our current mortgage company, Freedom Mortgage, to refi our existing loan to a lower rate and lower payment. In the solicitation, as well as in phone and email communications, we were told that there would be no closing costs, no costs rolled into our loan and no additional time added to our mortgage. When I expressed concerns about this being to good to be true to the loan officer, XXXX XXXX, he told me it was a customer retention program designed to keep clients happy and prevent them from shopping for a better rate. After we were given written confirmation that there would be no costs of any kind associated with the refinance, we agreed to move forward and allow Freedom Mortgage to run our credit and begin the refinance process. We were given a list of required documents and a link to a portal for uploading documents. We uploaded all the requested documents during the first two weeks of XXXX XXXX. On XXXX/XXXX/XXXX, we received an email from our loan processor, XXXX XXXX XXXX, requesting XXXX and XXXX business and personal tax returns. On XXXX/XXXX/XXXX, I emailed the requested tax documents along with a reminder that I had also uploaded all of the originally requested documents to their online portal. Approx two weeks later, we received a letter stating that our rate lock was about to expire due to not receiving all documents. I immediately called and spoke with XXXX who assured me that all documents had been received and that I need not worry about the rate lock expiring because that only applied to them receiving all documents and that it would not matter if our closing date was after the rate lock date. She told me at that time that they would be back in touch in a couple weeks to set a closing date. On XXXX/XXXX/XXXX, I called XXXX to see where we were in the process and ask why we had not heard from someone about a closing date since this had now been going on for well over 6 weeks. At first she said our refi application had been closed out on XXXX/XXXX/XXXX due to not receiving the XXXX and XXXX tax docs. When I pointed out that I had mailed those documents to her and that they had been received by her on XXXX/XXXX/XXXX, she then said the issue was we did not send the XXXX 's with the tax returns. I then pointed out to her exactly where the XXXX 's were in the attachments that had been sent to her. At this point she said " I uploaded everything, I do n't know why your loan was closed '' ... She could provide me no more information and directed me back to my loan officer, XXXX XXXX. On that same day, XXXX/XXXX/XXXX, I called XXXX XXXX but he was out of the office so I emailed him a request to have someone who knew what they we doing to get in touch with me. On either XXXX or XXXX/XXXX/XXXX, I spoke with XXXX XXXX and he said he would check on my file and promised to call me back no later than noon Fri, XXXX/XXXX/XXXX. On Fri afternoon, after not getting a call from anyone at Freedom Mort, I called XXXX XXXX again and his voicemail message said he was out of the office. I left a message requesting a call, again ... On Tues, XXXX/XXXX/XXXX, I emailed XXXX XXXX that if I did not hear from someone by noon the next day, I would be filing formal complaints. Later that same day, XXXX XXXX emailed me and apologized for not getting back to me and again promised to review our file and get back to us within 24 hours. On Weds, XXXX/XXXX/XXXX, I received an email from XXXX XXXX that he had been assigned to a new department at Freedom Mort and could no longer work on my loan. He said the file had been reviewed with his supervisor and that a new loan officer would be in contact with me within 24 hours. He did not supply the name of the supv nor the new loan officer ... On Thursday, XXXX/XXXX/XXXX, I emailed XXXX and XXXX requesting the new loan officer info. As of XXXX/XXXX/XXXX, there has been no contact.
Company Response: Company chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage acquired my mortgage loan effective XXXX. Freedom Mortgage breached the contract by improperly applying an additional principal payment into an escrow account. I have sent them an email about this but they did not respond. I telephoned them to instruct that the funds in the escrow account were a principal prepayment. They have not reversed it. I have been prepaying my mortgage since I obtained it. I have an XXXX FICO. this is a fraud on me as a borrower and is clear breach of contract terms. I have been damaged by the additional interest that will be charged. Also, I prepay every month and I will continue to be damaged if they continue to wrongfully place the principal prepayment into an escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2016-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX, I refinanced my mortgage. Because of the way the dates fell, after payoff I was due back approximately {$1800.00} from my old lender ( Freedom Mortgage serviced by LoanCare ). One month after payoff, I called to inquire about my refund check. The XXXX rep said I had to wait 3 months before they would look into it further or reissue the check. I called back on XX/XX/XXXX. The XXXX rep had trouble finding my information because she said the loan was " closed '' and " archived '' so she had no record of it in her system. She said she 'd put in a request to have it reissued and I asked her to verify my address and she said it was correct. Weeks later ... still no check. I called back XX/XX/XXXX and was told the earlier Rep had " messed up '' and did n't file the proper reissue request. Then I was told my address on file was also wrong ( they had # XXXX instead of XXXX ). This Rep promised to put a rush on my reissue request. I called back last week because I still had n't received the check. This time I asked to speak to a Supervisor who claimed his name was XXXX XXXX and ID # was XXXX ( but he sounded as if he was lying ). He said my loan was closed and they did n't have access to my information. He could n't confirm the status of my refund check nor whether my address was correct. When I pleaded for help as I needed that money and asked him, would n't he follow up on nearly {$2000.00} if he was in my shoes, he said " No M'am ''. He pretended to take my email address and phone number and promised to follow up. Now nearly 7 days later and he has not followed up nor have I received my refund check. This is illegal for this company to hold my money in this way and claim to have no record of it. I can not believe this servicer is allowed to exist. They are corrupt and a total mess. I just want my money back that is rightfully mine, and I want the CFPB to investigate this company. Just look at their XXXX reviews to see how horrendous they are : XXXX They are stealing from US citizens . Now it is getting close to tax time and I was counting on these funds to pay my property taxes. What am I supposed to do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94608
Submitted Via: Web
Date Sent: 2016-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-13
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I entered into an agreement for a Streamline Refinance of my FHA loan in XX/XX/XXXX. The loan was supposed to close in XX/XX/XXXX. The closing date has been delayed to XX/XX/XXXX. The terms are not the same as promised. The problems are : 1 ) I have been told since the beginning that I would not have a payment due the month following the month I close in. The original documents I signed included 2 months of interim fees to cover the fees for the month I would close in and the following month until my next payment was made. The closing scheduler told me today my first payment was due XX/XX/XXXX. I told her this was not correct and I have been told by every person involved in this process that I would not have a payment due the month after I close. I also told her that the notes from XX/XX/XXXX and our conversation confirmed that if I close in XX/XX/XXXX, I will not make my first payment until XX/XX/XXXX. 2 ) There was a lender credit approved for no cash to close as of XXXX/XXXX/XXXX, and they 've been telling me it was approved for no cash to close since before the original closing date. They requested this on their own, despite the way the loan was written, and I was under the impression this was requested to make up for the fact that they delayed my loan repeatedly. As of XXXX/XXXX/XXXX, there was no cash to close required, as of XXXX/XXXX/XXXX, they asked me for half a payment and told me it was {$600.00} ; today, the scheduler told me it is nearly {$900.00}. 3 ) A rep called me today and told me that my new payment would be over {$1300.00}. I asked her to send me the breakdown in an email so I could look at the numbers and she said I would not be sent the numbers until 3 days before closing. The initial disclosures said the payment would be {$1200.00}. From what I read after I got off the phone with her, nothing has changed except the Mortgage Insurance is around {$1.00} less. This process has been going on since XX/XX/XXXX and has been repeatedly delayed by the lender 's underwriting and processing departments. I have been promised certain terms repeatedly throughout the process and have documented all the details in emails and phone calls. In addition to the initial disclosures and agreement, I was promised additional concessions, such as a lender credit for no cash to close, for what I thought was an attempt at customer service. When I call to ask for help, no one seems to be in charge and no one can help me resolve my issues. No one at this company seems willing to take responsibility for any delays or mistakes, or to honor the terms of the disclosures and agreements I have made with them. I have repeatedly called to get help to resolve the issues with my loan and no manager provided me any help in resolving these issues. I feel like there is no one at this company that has the ability to honor the promises they made to me throughout the process and/or is willing to help me. Lenders can not refuse to honor the disclosures and agreements they make, especially on a government program loan ( FHA ). The customer service I have received throughout this process equates to unfair and deceptive practices and have caused me enormous stress. There has been no recourse for me dealing with the company directly. The loan officer and processor were very helpful, but have no power to enforce the actual terms of what was promised to me, and anyone with any authority to honor the promises and agreements made refuse to help me. I have not even been able to get a manager on the phone that is willing to help me with any of these issues. All communication has been in writing or recorded, and extensively documented on my file with Freedom Mortgage and can be verified.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2016-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was originally with XXXX XXXX and had been recently bought out by Freedom Mortgage in XX/XX/XXXX. I have received nothing but horrible service from them so far and nothing has been accomplished since my initial request on XXXX/XXXX/15. On XXXX/XXXX/2015 - I emailed a request to remove my PMI to XXXXXXXXXXXX and attached a copy of an appraisal I paid for that is from an accredited appraiser. They told me I would receive a response from them within XXXX hours. I have received no such response. I called in on XX/XX/XXXX, they told me that it is under review and could take a month to process. I waited a month and called XX/XX/XXXX. I was told that they did not have a copy of my appraisal so they closed the case. All this time I have yet to receive any mail from them letting me know any of this information, this correspondance was from me having to call them to follow up. The representative I spoke to told me that she didnt know why they said they didnt have the apprasial when she could see it attached to the email, so she opened up the case for me again. I waited and still no correspondance, so I called again I believe it was on XXXX XXXX or XXXX. I spoke to a " XXXX '' she told me that she sent an an email requesting an update and she was to call me back on XXXX XXXX to give me an update. I had no such call back. I called again on XXXX XXXX and spoke to a XXXX, she would not give me her last name which i figured they did n't want to be responsible for any calls they take in. Anyway, I asked to speak to a XXXX at this point and was very frustrated that I have been given the run around. She send me to a voice mail box of XXXX XXXX, because apparently he told her he was too busy to take my call. I left him a detailed voice message and had no return call back from him. I called today XXXX XXXX to ask for update and to let them know I have yet to hear back from XXXX. Apparently I was not important enough to get a return call back. The Rep told me that she did see some notes on the system today from a team lead named XXXX requesting an approval to remove my PMI and that the turn around time was Wednesay XXXX XXXX. I asked to speak to another manager, she transferred me to XXXX ( not sure of spelling ) his employee ID # XXXX. He was the only one to give me his employee # and ask for him next time if i have any further questions but told me he would call me on Monday XX/XX/XXXX once he hears back from XXXX. My payments have always been on time, so I 'm in default, just trying to understand why it is taking so long to get this accomplished. This experience has been nothing but horrible and would n't want anyone else to go through this. Looking any help I can get to remove this PMI. Thank you!
Company Response: Company chooses not to provide a public response
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Not only was my own mortgage payment drafted from my bank account but in addition, someone else 's loan / monthly payment was ALSO drafted from my account in the same month within one day of each other. Despite several emails, phone calls, promises for call backs, I have not been able to get resolution. I 'm put on hold and then eventually hung up on. I have provided proof of the erroneous draft as well as the other person 's loan number.
Company Response: Company chooses not to provide a public response
State: MN
Zip: 55433
Submitted Via: Web
Date Sent: 2016-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage increased my monthly payment stating I had a XXXX deficit in my escrow account in XXXX XXXX. I refinanced my home with them in late XXXX of XXXX. Since then, they have been unable to give me a clear explanation of why they increased my mortgage. after speaking to several representatives, it was determined that my insurance was n't paid although it was included and confirmed in the XXXX statement from American title company. I notified Freedom mortgage of this and they said that when they made the payment to the it created a deficit in my escrow account although they collected for the payment in the closeout. I 've been unable to get them to resolve this and every time I call, I 'm, switched between XXXX to XXXX people and have to re-explain my issue every time with no results. Surprisingly enough, my payment is near the same amount as it was before I refinanced a year later. No one can explain that either.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2016-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: When I pay extra money towards my principal balance, Freedom Mortgage posts my regular monthly payment XXXX, they deduct what I owe to interest, then the principal amount from my regular payment, then on a separate entry they will enter whatever amount I paid extra towards my principal payment. Well after they deduct this extra principal I pay, they then post the TOTAL OUTSTANDING BALANCE with the regular monthly interest they deducted on the regular payment back into my amount owed. This month is was {$330.00} added to my total due instead of it being deducted. Plus every year they transfer my loan from one lender to the next and I have to either agree with the balance they say I owe or dispute it. I disputed it because of their failure to post payments correctly. They sent me several documents of my payment history, but not all of it as I requested. There are months missing. I need to know if there is someone I can hire to audit my account and get the files. They transfer the mortgage from their sister companies every single year so far. Just to make sure they keep skimming off the payments when people do n't notice they total your money back into the balance as if you did n't pay it at all. Just a little at a time so it is n't noticeable. Customer service is n't helpful, phone calls are time consuming, their website is hard to look at each payment due to the way they post the payments. XXXX/XXXX/XXXX Payment Received {$22000.00} Detail XXXX/XXXX/XXXX Principal Payment Reversal ( {$22000.00} ) Detail XXXX/XXXX/XXXX Payment Received {$22000.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Payment Received {$21000.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Principal Payment {$39.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} Detail XXXX/XXXX/XXXX Payment Received {$40.00} Detail XXXX/XXXX/XXXX Payment Received {$860.00} If I pay {$22000.00} towards the principal balance, then the balance should be that exact amount subtracted from the prior months balance. Instead they added {$330.00} into my final balance. I want the entire account analyzed due to the fact that every penny we earn from our jobs goes towards this loan. They are thieves. I HATE THIS COMPANY AND WANT OUT OF IT! I want to find a bank that is honest and do n't try to steal from hard working people who actually try to pay their bills off.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2016-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have made XXXX significantly sized payments, $ XXXX each, on the mortgage company 's website specifically indicating that the payments were to be applied to the principal. However, in XXXX instances the payment was applied as 'unapplied cash ' and did not reduce the principal of the loan. Thereby, the interest being accrued daily is overcharging me. On the first instance of the payment I contacted the mortgage company and was advised it would take a day for the amount to be reposted correctly. It did not. Instead it took four days of my checking and persistent calling for the large transaction to be correctly applied against the principal of the loan. Hence, an incorrect calculation of the daily compounding interest went on for four days. I advised mortgage company at that time I was going to make another payment against the principal. Same outcome. The payment was applied to 'unapplied cash ' and not to the principal of the loan. In light of these transactions it can only be concluded that there is a systemic problem with Freedom Mortgage company and how they incorrectly handle principal only payments. They do not apply these payments correctly and the debt holder is the one that bears the brunt as they have an over calculated daily interest amount owed. If it had not been for my repeated follow up, I do n't think the payments would have ever posted against the loan principal. How many other consumers may be have had the same issue but did not realize the mortgage company 's improper book keeping that accrues interest in their favor? An authority really needs to review how this company conducts there business as I suspect there are many others that have had interest over charged on their loan.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2016-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage cashed my XXXX 2015 check, yet did n't apply it to my loan account. I then received a letter in the mail saying the XXXX payment was late. I called them saying the check cleared my bank on XXXX XXXX. They had no record and I was to send them in the mail a copy of my check being deposited by them. A week after I sent in the check i was called from them bill collecting. I explained my issue, they lady saw my check was received but just sitting on my account. She was going to have to open a ticket to get it applied and assured me it would be applied on XXXX XXXX of when they got my check originally. I called today XXXX XXXX and they applied my XXXX payment on XXXX XXXX! Just got off the phone and now it is going to another XXXX departments to get it applied on the correct date. Very frustrated as I have done nothing wrong yet these people are screwing with my credit.
Company Response: Company chooses not to provide a public response
State: AZ
Zip: 85043
Submitted Via: Web
Date Sent: 2016-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No