Date Received: 2016-01-07
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I applied for a VA cashout refiance mortage loan from Freedom Mortgage on XXXX/XXXX/XXXX for my home in XXXX MD. Credit, Income, appraisal and all other paper work went through without any issues at first. In my area there is XXXX contamination in the ground water so the EPA installed carbon filters in all the houses in the area as a precaution. They check the water quarterly and also contracted the XXXX water company to also sample the water on a monthly basis. This was the process that was already in place when I purchased my home in XXXX. The appraisal report which Freedom mortage reviewed also indicated the water contamination as well the fact that construction would be complete in XXXX of XXXX to deliver city water from the nearby city of XXXX. The loan underwriter did not mention any issues from the appraisal report which he forwarded to me indicating that the house appraised above the amount that I requested. A requirement of the VA was to have a water sample done so I contacted the loan officer to let him know that I could provide the EPA and XXXX water test. He indicated on XXXX that they would not be able to do the loan specifically because the VA would not allow it due to the well water contamination. I told him that I purchased the house in XXXX which they knew form my application so why would the VA deny it. He said that I could cancel the loan and reply after the city water was connected to my house in XXXX. I told him that I would lose my {$450.00} paid to the appraiser and {$200.00} for the termite inspection. He said that they might be able to give me a discount when I applied again. At that time I did not know what to do and he said they would put the loan on hold. I emailed him later that day asking to speak to a supervisor and she told me the same thing that the best they could do was put my application on hold. I contacted the VA with my case # and was told by the VA Representative that is handling my loan that they did not put my loan on hold. I was also instructed to contact back Freedom Mortgage and explain to them to that VA only required to have the water tested and that they could the VA Representative directly. I left a voice mail message and sent an email. I missed a call back from a different phone number that my loan officer and when I called back it went straight to voicemail each time without a recorded message or name. My loan officer has not responded to voice or email in over a week. Please note that each time I did speak with someone the first thing they said was that the call is being recorded and that even though they said my loan is on hold status I have not received any paperwork stating such and no mention about my loan rate which was locked until XXXX/XXXX/XXXX.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 21804
Submitted Via: Web
Date Sent: 2016-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-06
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I had to make a decision to get my house refinanced due to the unexpected death of my mother 3 months ago. Freedom Mortgage has been my mortgage company for 3 years since I have bought my house and I am finding out the hard way that this is the worst company ever to gone through especially with the state of mind I am at right now. My mother dying 3 months ago forcefully made me have to get my house refinanced to help me out financially because I would had not refinanced my house with just 3 years of being in it. It is been over 3 months now and all I am doing is a consolidation loan not an overly large amount either ... today I am still waiting ... ..the stress of the company because of thier incompetence has almost put me into the hospital. I am still grieving my mom and having to deal with this for over 3 months to be approved because people do not know what they are doing is unacceptable and unprofessional. I was told yesterday my funds would be released again thinking this is finally over with and I just found out they are not. So here again I have to call Freedom Mortgage again and deal with them. This has been a very bad nightmare for me on top of me losing my mom. I have had XXXX aunts that started the same time I did with XXXX XXXX and they have been approved and already received thier funds and closed on their houses. Here it is 3 months and I am still waiting. I would have went somewhere else but I had already invested months of my time into them and was told my file was going back for review going back for review and everything was ok and then something else came back then come to find the underwriter did n't know what she was doing and nobody is on the same page either. I have not talked to XXXX different people since this has started. I finally got approved a couple of weeks ago, which from anyone I talk too even the notary that came to my house said nobody should have to wait 3 months to get thier house refinanced. As if today because an error again on someone 's part from Freedom Mortgage I still have not had my funds released to me to pay off my lenders, which I was told 24 hours and now it will not be 24 hours. I need to bring the company to someone 's attention due to thier negliegence, incompetence and unprofessionalism on thier part. The only reason I even went with them is because they have been my mortgage company for the last 3 years ... ..big big mistake!!!! If you have the opportunity to go through another company do it! I do n't want anyone else to have to go through emotionally what they have put me through!
Company Response: Company chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2016-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I very respectfully request a throughout review about the below claim against Freedom mortgage. I sincerely hope that it is resolved on my favor. Freedom mortgage has been reported the credit bureaus XXXX, XXXX and XXXX a late payment since XXXX 2015 which has been brought my credit score gradually very low to the point that I was denied a credit transaction. I have been greatly affected by this report and have been requesting them several times to fix it to no avail. I am still showing late and my credit score is dropping dramatically. It got to the point that one representative told me to not worry about it that they have all my payments done on time and that was a system mistake. All the times I spoke to Freedom mortgage officers the call was announced to be recorded so I am assuming there are plenty of recording to follow out conversations about my payments that prove I have been asking them many times to fix the issue. On XXXX XXXX, 2015 I applied for a refinance loan and was declined. The mortgage office told me I had been late in a mortgage payment since XX/XX/XXXX with Freedom mortgage and with that I was automatically disqualified for a mortgage refinance. I immediately call Freedom mortgage but they seem to not understand what is going on and just keep on saying it is going to be fine but the damage is done and they are not fixing it. Nobody has reached me with solutions either. I sent the paper work to the credit bureaus but I have not been contacted nor I see any change in my score. My problem needs to be solve with urgency as I am desperately need to refinance a mortgage with very high rate. I am experiencing financial loss due to the false report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85392
Submitted Via: Web
Date Sent: 2016-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was sold from XXXX XXXX to Freedom Mortgage. We were in a loan modification program with XXXX XXXX and we were full filling all terms of the agreement. Once the loan was sold to Freedom we started to recieve unpleasant phone calls. One representative, named XXXX was totally unpleasant, rude, obnoxious and un professional. The company claims to not have our paperwork and they clain we are over {$16000.00} in arrears. This is totaly false. Our pleas fall on deaf ears. When we call we are directed to XXXX. And I refuse to speak to this person any longer owing to his rude and crass behavior. We have fullfilled the terms of our loan agreement. But Freedom refuses to speak to us about this and they instead threaten to foreclose on our house. This company is impossible to work with. During one phone call XXXX asked if my wife was home. I told him no. Then my daughter entered the room and spoke to me. XXXX then relayed to me that he knew my wife was at home and he inferred that I was lying to him. Experiences like this are very much the norm with this person and this company. We have read XXXX complaints online from other consumers who have been subjected to similar treatment. We do not want to lose our house, be in arrears or be subjected to any more threats, poor service, insults or lack of professional communication.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 76137
Submitted Via: Web
Date Sent: 2015-12-27
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No
Date Received: 2015-12-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Freedom Mortgage used to have XXXX XXXX service my mortgage with them. Then effective XXXX XXXX, they took the servicing of this mortgage back. They stated on the phone at least 3 times that no late fees or credit reporting would occur until 60 days from the date they took over servicing. I made my mortgage payment on XXXX XXXX. That is the day it is due. Freedom Mortgage should have had that payment transffered from XXXX XXXX, yet I have not seen it come out of my bank. Now, I am getting a letter telling me that I am late ... .and that they have reported it to the credit bureaus. This is the EXACT opposite of the information I received from XXXX separate representatives on their customer care line. In short, they lied to their customers. They can not tell me what happened to the payment I made online on XXXX XXXX. It has not been 60 days since they took over the servicing of this loan ... .why are they sending me debt notices before their 60 day grace period to me when I have a call record asking about the payment and a letter that I on XXXX XXXX explaining that I made the payment and ALL I wanted to know was what happened to it.
Company Response: Company chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I purchased my home in XXXX of 2015. I made payments to my initial mortgage company, First mortgage, until XXXX 2015. In XXXX I recieved a goodbye letter stating that my mortgage had been bought out by Freedom Mortgage. The letter was a mistake. it even had the wrong account number on it. I sent a payment to freedom mortgage to this wrong account number and thought nothing of it, until i received a letter from first mortgage stating i was behind on my mortgage for the month of XXXX. I quickly called and told them that they had sent me a good bye letter and told me it was a mistake ( i have proof of this letter ). they told me i would have to find the money. I called freedom mortgage and explained the mistake. they said they would send the check for XXXX to first mortgage directly so i figured it was handled. I was wrong and the check never arrived. I continued making payment to first mortgage then in XXXX I received a letter from Freedom mortgage stating that i was late on my mortgage payments. now I was really confused because first mortgage had told me i was with them. I never got a real official goodbye letter from first mortgage or a welcome letter from freedom mortgage. I called first mortgage to confirm i was transferred over and i also called freedom mortgage to confirm. this time the transfer was for real but they made a mistake. They transferred me with a missing payment from XXXX, but the only reason i was missing a payment from XXXX is because of their mistaken goodbye letter in XXXX. now they say i am in default and they are sending me threatening letters. All in all i have proof that i have paid every mortgage payment, since the day i bought my house, on time to this day. I have never missed a payment and i have proof! It was all mistakes on their part but they can not figure it out!
Company Response: Company chooses not to provide a public response
State: AZ
Zip: 85209
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-16
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I have a mortgage complaint with Freedom Mortgage Co. which extent from 2014 to the present. I have spoken to a repersenitive on several occasions which have led me nowhere. I am really trying to resolve this with out getting legal help, which I can not afford. This is my problem, I have paid more on the principal than is not required and it never shows up on the following payment. In some cases a statement was typed in the Account Information section stating that " This is the Principal Balance only, not the amount required to pay the loan in full. '' When asked, What happen to the overage amount? I was told that their records did n't show an overage amount. I went to my E-Statement on lined, that showed that I had paid thousands to my principal that was not showing up on my account since 2014.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Dear CFPB, I ask that you seriously you investigate this company. I had a mortgage with XXXX XXXX ( already had to file XXXX complaints that are still ongoing ). The mortgage was transferred to Freedom mortgage. The transfer has been a complete mess. After a long trial the previous company finally transferred everything to the new company including a check. The first time I spoke to the new company the person said it was taking them a while to process payments because they were bringing in a large number of mortgages from multiple companies. Per their own records it too almost 2 weeks from when the payment was " received '' ( an attachment will show their own records show it took this long ) for them to actually post it. I was told that this would be corrected and that they would process checks more quickly. Now, I have mailed another check, directly to them this time, and it has been over 2 weeks since the check was mailed and they still have not posted it. I called in to inquire about their address and then asked why it was taking them so long to process checks that are mailed. The woman who answered ( I did not get her name, although they can tell you who it was since the calls are recorded. ) insisted to me that all checks are posted in no more than 72 hours. When I pointed out that their own records showed it took them almost 2 weeks to post my check even after they claimed they received it ( which was 2 weeks after it was mailed. I know the Post office is slow, it is not that slow though ) she then said it did not take them that long to post and then i again stated that their own records show it did and asked why it was taking so long. She then hung up on me.
Company Response: Company chooses not to provide a public response
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We contacted our lender XXXX Mortgage in XX/XX/XXXX and told them I had been injured with a XXXX and was removed from the State of XXXX. Husband had lost his job and insurance due to having to leave a job in XXXX to come save my life in XXXX. XXXX XXXX XXXX diagnosed XXXX XXXX XXXX, due to my XXXX there was nothing else that they could do for me. On XX/XX/XXXX my husband brought me to XXXX XXXX where I could receive emergency treatment for Brain injury, neck injury and starvation. We were approved by the VA for a special circumstance approval for short sale. However they refused to provide the needed documentation in order to complete the sale. Instead they sold our loan to Freedom Mortgage Company and set the Auction for XX/XX/XXXX. We had another short sale buyer but could not get the needed and required documents from them either after repeated calls from us and our real estate agent. Our buyers were there for the auction however no one should up. I called them and was told it had been postponed for the short sale they would not cooperate in providing the documents. Auction rescheduled for XX/XX/XXXX. Legal notifications do not required the correct spelling of our names in the State of XXXX just the correct number. However to get the VA insured loan our documentation had to be complete and correct.
Company Response: Company chooses not to provide a public response
State: NM
Zip: 874XX
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My complaint is that I have documentation with a final payoff statement that took me XXXX separate requests to obtain ( good through XXXX XXXX, 2015 ), my checks that were cashed ( written XXXX/XXXX/15 and cashed XXXX/XXXX/15 ) and the final {$41.00} fee for transfer and release of title, yet Freedom Mortgage refuses to close out the mortgage loan and is now charging random and ever-changing amounts to close the loan. They cashed, but have not applied the {$41.00} check, nor have they sent it to the county. Their own continued statements indicate no further principal or interest owed. Their documentation and billing has been inconsistent, causing me to pay a late fee of over {$50.00} at one point, despite making double payments, early payments, and paying the refinance off years early. Their own agent, badge # XXXX, verified that a system error had not credited payment properly and that the escrow for taxes was fully paid as well. He assured me that the {$41.00} fee and charge that was listed without explanation was, in fact, for the transfer of title deed needed to closeout the loan and that would be forwarded to the county. He clearly stated and restated that the {$41.00} fee was the only remaining amount owed to close out the loan. They have excessive hold times of over XXXX mins, refuse to answer questions, provide competent assistance and hide behind layers of voicemails and automated options. I asked to speak with a manager and was told he " did n't know if one was available. '' I was transferred to a voicemail, left a message and a full week later received no response, no email, no call back. The automated balance, written balance, on online balance all reflect differently. In XXXX, I checked with the county and they indicated that the mortgage company had not yet forwarded {$41.00} payment ( made on XXXX XXXX ), they advised that I investigate, as the company had a limited amount of time, less than 60 days, to transfer title, or they actually owed us {$500.00} by law. When I called Freedom Mortgage last week and spoke with badge # XXXX and # XXXX, I was given yet a third amount that I owed, another amount of late payment now appears on my credit report, and I am justifiably XXXX. I want this resolved immediately, and this company audited, as I see numerous similar complaints about them online. How is this possible?! It is mob-like behavior and somehow they are getting away with it! My husband is a XXXX veteran of 26 years and it is soundly unfair that he be treated this way. The false billing smacks of mail fraud and the lack of response from the company, the lack of investigation is disturbing. I request that a certified accountant look into their business practices because it appears that this company is manipulating funds.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2015-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No