Date Received: 2023-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an auto pay turned on but the company keeps adding late fees to my account. The company is freedom mortgage. I didn't even select to do business with them. I had a loan with a different company and it was forwarded to this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were in forbearance during the XXXX pandemic from XX/XX/XXXX to XX/XX/XXXX for our primary home. We lost our jobs after XXXX of us became sick. Our rental property had to go into forbearance because the renters had the same problem. The renters left without notice and left us trying to pay the mortgage. We had to sell our property under value because that mortgage company was trying to foreclose on that house. We voluntarily stopped the forbearance and agreed to go on a modification plan to put the owed amount on the back of the loan and make regular payments. We paid the three months trial to show that we could make payments. From XX/XX/XXXX up to XX/XX/XXXX for our primary residence, but for our rental property they stopped accepting our payments and just told us they are just going to proceed and expedite with foreclosure even though we were making the payments. We have been making our payments on time waiting for the company to send the modification packages to establish a firm payment history. Instead, the mortgage company kept sending expired forms to fill out and notarize and several of their reps said not to fill them out because they were expired. The mortgage company then changed the verbally agreed modification that would not benefit us and was supposed to send corrected forms. Instead, they put it on our credit report that we were late on our payments and not making payments at all. when they said they would not, and now they are trying to foreclose on our home after they ruined our credit it is so low we can not do a refinance anywhere and missed the deadline for the government modification plans. Our score went from XXXX to XXXX because of their report to the credit bureaus. We believe that they put the payments that we are making to the forbearance owed money and that is why they keep saying we are late when we are not. We have sent a complaint to the credit bureaus and to the mortgage companies to fix their mistake. For the primary, we are in back pay for {$28000.00}, and for the rental XXXX. We are XXXX veterans and can not afford to pay these in full, that is why we wanted to do the modifications. We have sent documents to both companies for review and they still claim it is still under review but at the same time are trying to process foreclosure paperwork. To reiterate, we did not miss payments other than during the forbearance, otherwise, our payments have been on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 935XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/ Called Freedom Mortgage to modify my recurring payment, and Friday XX/XX/ they took you the scheduled payment of {$410.00}, but also took out {$430.00}. I called then that day and told them that I did not authorize the {$430.00}, they informed me that they made the mistake and that I wanted that amount refunded back to me. XXXX XXXX XXXX did a three-way conference call with Freedom Mortgage and my bank XXXX XXXX XXXX , Freedom wanted to see If both amounts were posted and they were, so I told them the {$430.00} was the amount I wanted refunded back. The agent at Freedom said that they would take care of it said it would be 3 to 4 business days before I see it back into my checking account. Talked to them XX/XX/XXXX to get the status of my refund, all they told me that I should see it in my account the next day, I was not in my account, I called Freedom Mortgage and asked for a manager, The manager informed me that the agent that I talked to XXXX XXXX, did not turn in my request to get my refund back. The manager named XXXX said that he will expedite my payment on XX/XX/XXXX, and that I should see it by Monday, I called them XX/XX/XXXX that morning and the agent had an attitude towards me when I asked the status of my refund, they told me at the end of the business day of XX/XX/XXXX. Thats the latest update, I feel that they are stalling and do not want to give me my money back they took from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46254
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage ( XXXX XXXX ID : XXXX ) company has taken the opportunity of adding extra charges to my account. also not posting payment sent to freedom Mortgage. all payment been set by my bank and send on time without missing a due date since Freedom Mortgage bought my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06776
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been paying on time and come to find out we have over paid our escrow and should not have a pmi either. We have asked for a detailed report of our escrow and have not received it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18020
Submitted Via: Web
Date Sent: 2023-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I inquired with Freedom Mortgage concerning who their Indenture Trustee ( Bank ) is but I have not received a response as of today. XX/XX/2023 Emailed customer care ( No Reply ) XX/XX/2023 Messaged on the website asking if XXXX XXXX XXXX XXXX was their Indenture Trustee, who is responsibility for managing the XXXX for Freedom Mortgage. ( No acceptable reply received ) XX/XX/2023 Asked for a POC for the XXXX XXXX XXXX ( Responded but no answer ) According paperwork filed on the SEC.gov, Freedom Mortgage owner has a Blind Trust that is utilized. I am simply asking who is their Indentured Trustee ( Bank ). Freedom Mortgage 's fiduciary duty responsibilities which include but is not limited to : Duty of Disclosure : The company should provide clear and accurate information to mortgage holders regarding their loan terms, interest rates, fees, and other relevant details, enabling borrowers to make informed decisions. Duty to Avoid Misrepresentation : The company should not engage in deceptive or misleading practices when marketing or selling mortgage products.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX we chose to go in to forbearance, with the understanding that it would be for 6 months. At the XXXX month mark I started the process of getting back on track with the mortage. I did not receive a loan modification until XXXX XXXX XXXX. The mortage company took that amount of time to get it together. Now I'm XXXX XXXX dollars behind and the interest rate has tripled in the length of time it took them. Consequently the mortage payment is now XXXX more than the original payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, we suffered a house fire. XXXX sent us a check for {$210000.00} to rebuild our house. The check was addressed to us, XXXX and XXXX XXXX, our private adjuster, XXXX XXXX XXXX XXXX, and Freedom Mortgage. We owe a mortgage on our house, and we are not behind in payments. We contacted Freedom Mortgage regarding the check. On XX/XX/2023, we received an email from XXXX XXXX XXXX containing a packet of five forms we were instructed to complete and send to Freedom Mortgage with the endorsed check in order to receive the {$210000.00} to rebuild our home. We sent the completed forms and the endorsed check via XXXX mail overnight to Freedom Mortgage on XX/XX/2023. On XX/XX/XXXX, my husband, XXXX XXXX called the Freedom Mortgage Loss Draft Department and spoke to XXXX. XXXX said our packet and check had been uploaded XX/XX/2023 into Freedom Mortgages Loss Draft Department. He then stated that we would receive our check within ten business days from when the check was uploaded. Today is XX/XX/2023. XXXX business days have come and gone. Freedom Mortgage gave me a XXXX tracking number created to mail my check. Today XXXX, I called XXXX and they have not received any package from Freedom Mortgage associated with the tracking number. They did confirm that tracking number was generated by Freedom Mortgage XX/XX/2023. Today I received a message in writing from Freedom Mortgage through my portal on their website stating that my check was mailed to me XX/XX/2023. Today, when I called to verify this information, XXXX in the loss draft department said the check is being processed and the earliest it would be mailed to us is Wednesday, XX/XX/2023. Also, I haved asked numerous times both in writing and verbally that my processor, XXXX XXXX, call me regarding this matter. No one has called me. Clearly, Freedom Mortgage has exceeded their timeline of XXXX business days to give me my money. I told them in writing and verbally that I have a XXXX XXXX XXXX daughter who is a XXXX and XXXX. Our house that burned was XXXX accessible. Currently, we are in a rent house that is not XXXX accessible. Freedom Mortgage is also in violation of the Americans with Disabilities Act by denying me the funds to rebuild my home that is accessible to my daughter. I am requesting that I immediately receive my check. Attached is all messages sent and received through the Freedom Mortgage website portal regarding this matter. XXXX and XXXX XXXX cell : XXXX, cell : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77523
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a notice from Freedom Mortgage in XXXX of XXXX, dated XX/XX/XXXX about my mortgage PMI not being paid and I owed them {$5300.00}. Freedom Mortgage acquired my mortgage from XXXX XXXX on XX/XX/XXXX. I was informed I had two options : Pay the full amount of {$5300.00} or my monthly payments would be increased from {$1800.00} to {$2500.00} monthly. ( A {$760.00} increase monthly for 12 months ) They gave me no other choice and demanded that I pay the increased amount. The mortgage company decides to raise your mortgage and you have no way to fight the decision. You either pay it or they Foreclose on your home. Before my mortgage was sold to Freedom from XXXX XXXX my mortgage was {$1800.00} and XXXX XXXX had the PMI removed in XXXXXXXX XXXX XXXX ( See PMI removal letter Attached-Letter dated XX/XX/XXXX ) For 6 months ( XX/XX/XXXX until XX/XX/XXXX I paid {$1800.00} to Freedom Mortgage and in XX/XX/XXXX I received the letter requiring and increase for the PMI. I spoke with Freedom Mortgage and they stated that the information was not transferred to them and they would contact XXXX XXXX. I have gone back and forth with Freedom Mortgage for months while all this time they have been sending me monthly statements at the {$2500.00} rate for the last 6 months. I have spoken to Freedom Mortgage over 20 times trying to get this issue corrected and get some relief ; the extra {$760.00} added to my monthly payment has put a tremendous strain on me and my family. I am struggling every month to pay this outrageous increase. I do not know how long I can keep it up, I am at the bare minimum of my finances. Just recently Freedom Mortgage stated that XXXX XXXX made a mistake when they removed the PMI by using the wrong chart and that XXXX XXXX has admitted to their mistake. This does not solve my problem and I do not like being in the middle of two mortgage companies issues, and the one who is suffering is me. I am the one that they have screwed over and raised my mortgage to an amount that I will eventually be forced into Foreclosure. I need the CFPB to step in and assist me. I can not fight giant Mortgage companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to rectify the payment issue with my mortgage company, Freedom Mortgage. In 2018 my husband filed bankruptcy, but I did not. He also did not include the mortgage in the bankruptcy when it was filed. For the past 5 years every time I would call I was told that no one could speak to me because the account showed a bankruptcy. Back in XXXX of this year my husband paid the XXXX mortgage and didn't make another payment until XXXX. Around this time we were in the process of switching insurance companies because our current one was no longer writing policies in Louisiana. We found another insurance company, XXXX XXXX and the policy amount was XXXX. Freedom sent a check from my escrow account to XXXX, but I eventually found a cheaper insurance company. Another check was sent to the new company in the amount of XXXX. I received the XXXX back from XXXX XXXX and called Freedom to ask about what I should do with the check. I was told that I needed to mail it back to freedom so they could put those funds back into the escrow account because the account was showing negative XXXX + XXXX the amount for both insurance premium. I sent the XXXX back to Freedom. I called Freedom back to see if they had received the check and that it needed to be applied to the escrow. I was told that even they could not speak to me because of the bankruptcy, even though the bankruptcy wasn't in my name. They applied the XXXX the missing payments and increased my monthly payments from XXXX to XXXX to included the XXXX that the escrow was missing. I called and finally got someone else to talk to me and asked if they could just back date the mortgage payments that were made with the escrow money and I would just make the missing mortgage payments out of pocket. Well, they backed the payments up and reapplied the XXXX to the escrow but my monthly payments didn't decrease back to XXXX. They have the XXXX back in escrow but still charging me for it in my monthly payments. They are getting the money twice and I don't think its right. I am now behind on my mortgage by over XXXX and it shouldn't be that much. Once that put the XXXX back in escrow my payments should have decreased back to XXXX. I am aware that I owe for the months that they backed the XXXX off but my payments shouldn't still be XXXX. I have called and now I can get someone to talk to me because after 5 years they have now figured out that I wasn't the one that filed bankruptcy. I just want to be charged what I actually owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70460
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A