Date Received: 2023-07-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX of XXXX, my home was taken out of my BK. I had an issue where my BK attorney wasn't keeping me informed on the house payments going up, or escrow coming up short. So since then I have been working directly with the mortgage company trying to get everything fixed and resolved. I received paper from the state XXXX of XXXX saying they were starting the foreclosure on my home. So in XXXX of XXXX I started the loss mitigations process, and I sent the paper into the attorney that was in that paperwork letting them know what my plan was and that I am working with the mortgage company to resolve the issue. My mother in law is on my home loan with me as a cosigner, so we did a quit claim deed taking her off and filed it with the county I live in and the home is in. I was told that we could use that so I would be the only one signing the papers. So I got all of that done and sent in a copy of the paperwork filed with the county and the quit claim deed into the mortgage company. It took months for them to get me the correct paper work because the first set still that my mother in laws name on them, when they were not supposed to. So I made payments to them in XXXX, XXXX and XXXX of XXXX like they had stated in the papers. Well since they had to draft new papers up without my mother in laws name, they would not take any payments until the new papers were drafted and sent to me. I started making payments that they said to resume in XXXX of XXXX and singed the new papers in XXXX of XXXX. I sent those in, and I did not signed them correctly, I left my middle initial off. So they emailed me another copy to get signed and notarized, which I immediately did and sent back in. It was up loaded on my account XX/XX/XXXX of XXXX. We call every week to keep track of things and to stay on tops of it. We were told it was accepted by the underwriting dept and that it was now waiting for approval?? Well that came back that they, did not accept it because of the quit claim deed. I was told that they would not accept the papers with just my name that both had to be on it. So they sent another copy out with both our names on it, but I have XXXX in South Carolina to sign for her, signed those and sent them back. As of XXXX XXXX I spoke with a gentleman from the mortgage company that said there was no reason they should of denied our last set of paperwork because they have a copy of the quit claim deed and it is filed with the county so that makes it legal. His agent number is XXXX. He was the most helpful person that I have spoken to at the mortgage company. He told me they will redo the paperwork and send it back out once again to be signed, notarized and sent back. We keep getting the run around on everything and I am not going to loose my house while I am trying to do everything I can to keep it, and constantly stay in touch with the mortgage company. So I was told by that agent on the XXXX and another rep when I called a week or two after the XXXX, that we are still protected under loss mitigations and they will have it out to us within 30 days from XX/XX/XXXX. Today XX/XX/XXXX I had a police officer at my door with the same papers that were served to me last year. I called the attorneys office listed and informed then of the situation and also called the mortgage company to let them know. I am so over going round and round with this company on trying to get the correct paper work done, and I refuse to loose my house when I have been very cooperative and I am still making payments to them and they are accepting them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29349
Submitted Via: Web
Date Sent: 2023-07-25
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: XX/XX/XXXX XXXX XXXX - we sold our home for which Freedom mortgage held lien and escrow XX/XX/XXXX - we inquired via portal when we would receive disbursement of escrow funds XX/XX/XXXX XXXX we updated our mailing address on the portal XX/XX/ XXXX XXXX XXXX we received a message via portal that we would receive a check at the new address 14 days after account was paid in full XX/XX/ - we received notice at via US mail at our new mailing address that our mortgage had been paid in full and our account closed XX/XX/ - we received a message through the Freedom mortgage portal stating that any remaining escrow funds would be sent as a check 14 days after the paid in full date XX/XX/XXXX XXXXXXXX XXXX - we contacted the loan originator ( XXXX XXXX, XXXX XXXX ) asking if could assist with recovering our escrow funds. XX/XX/XXXX XXXX XXXX - we received an account statement via US mail that listed an escrow refund of {$5000.00}. We also received an escrow account disclosure statement stating that our new payment was {$0.00} XX/XX/ - we sent a message via portal asking when we would receive our escrow funds. XX/XX/XXXX XXXX XXXX - we received a message via portal that additional research was required XX/XX/XXXX - we received a message via portal that {$5000.00} was sent on XX/XX/. No such payment was received. We just want our escrow money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83706
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2023 Consumer Financial Protection Bureau Subject : Complaint against Freedom Mortgage - Refund of Application Fee I am writing to file a formal complaint against Freedom Mortgage regarding a mortgage refinance loan application I initiated with them. As an XXXX customer who has been with Freedom Mortgage for over 14 years, I am deeply disappointed and concerned about the treatment I received during this process. I believe I may have been subjected to unfair and deceptive practices, possibly due to my age and relative lack of knowledge in mortgage refinancing. In early XXXX, I decided to explore refinancing options to take advantage of the lower interest rates prevailing in the market. After careful consideration, I chose Freedom Mortgage and paid an application fee of {$240.00} to process the loan application. However, to my dismay, the situation took an unexpected turn when Freedom Mortgage modified the original estimate they provided. The changes made by Freedom Mortgage included a higher interest rate, increased monthly payment, and higher closing costs compared to their initial estimate. This alteration effectively increased the overall cost of the loan, making it less favorable for me as a borrower. Under such circumstances, I was left with no choice but to withdraw my application in order to protect my financial interests. Following my withdrawal, I reached out to Freedom Mortgage to request a refund of the application fee, considering the significant changes they had made to the original terms. Unfortunately, I was met with a refusal to refund the fee, citing company policy and 'industry standard ' as the reasons for their decision. This response not only left me financially burdened but also left me feeling disregarded and undervalued as a loyal customer of many years. In contrast, during the same time frame, I had initiated a similar application with XXXX XXXX. However, when faced with a similar situation of changing terms, XXXX XXXX promptly and responsibly refunded their application fee of {$500.00}. This demonstrates that it is indeed possible to treat customers with respect and fairness, especially when circumstances warrant such actions. Given the circumstances, I feel compelled to believe that I might be the victim of a deceptive bait-and-switch tactic or even predatory lending practices. While I acknowledge that Freedom Mortgage would deny such accusations, the evidence is difficult to ignore. As an elderly individual, I trust that my financial institution would treat me with fairness, honesty, and transparency. I am requesting the Consumer Financial Protection Bureau 's intervention to ensure that Freedom Mortgage addresses this matter appropriately, and fairly. My desired resolution is straightforward and just - I request Freedom Mortgage to follow the lead of XXXX XXXX and refund the application fee of {$240.00} that I paid. This action would serve as a show of good faith, and a demonstration of fair treatment of an elderly and loyal customer. I appreciate the Consumer Financial Protection Bureau 's commitment to protecting elderly consumers from unfair practices, and ensuring financial institutions adhere to the highest standards of fair and ethical conduct. Your assistance in resolving this matter would be deeply appreciated. Thank you for your attention to this complaint. I am attaching copies of relevant documents, including the original estimate provided by Freedom Mortgage and evidence of payment of the application fee, for your reference. Please feel free to contact me if any additional information is required. Respectfully submitted,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To Whom It May Concern, On XX/XX/XXXX I was provided a contact for a loan at 7.125 % with no points pay down, a loan origination fee of ~ {$1500.00} and a rate lock fee ~ {$500.00} which included the appraisal fee. XXXX XXXX XXXX, XXXX XXXX for XXXX XXXX, NMLS ID # XXXX provided me this contract and I signed it on XX/XX/XXXX. Offically entering into an agreement with Freedom Mortgage. I used this information to make decisions to sell my home, to buy another home and to pick closing dates. Also, based on the agreed upon rates and fees I made decisions not to shop this loan as it was a great deal. On XX/XX/XXXX, 6 days before we are supposed to close we received a closing disclosure that had a rate buy down fee of {$5400.00}, and an appraisal fee of {$250.00}. These fees were not in the original agreement. We believe this was done intentionally to force us into an unfair position essentially forcing us to choose to either agree to the extra loan cost or risk being sued by the sellers of the new home for breach of contract. Also, by not agreeing to these new extra costs we are being forced to find temporary housing while we seek a loan with lower costs. For resolution : We would like to continue to do business with a freedom mortgage at the original agreed upon rates and fee schedule which included no rate buy down fees and no appraisal fees. We also request Freedom Mortgage to pay any cost associated with temporary housing as a result of us needing to now shop this loan resulting in an extended closing date. We also request freedom to pay attorney fees and cost associated with lawsuits from 3rd parties that XXXX result in our inability to close on the home that we were going to purchase at XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage loan # XXXX On XX/XX/XXXX I bought my new homeowners insurance with XXXX, Termite my previous XXXX XXXX on XX/XX/XXXX. On XXXX, the lender also sent the insurance fee {$330.00} to XXXX. Then the lender increase my monthly payment from {$970.00} to {$1000.00}, overcharge me about {$76.00} per month, lender also open an escrow account on my loan payment, charge me {$28.00} per month till end of loan payment, so I have to pay the {$28.00} on every month for another 22 years
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90603
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am currently needing to refinance my home. Our lender has been our lender for some time now and our current interest rate on my XXXX XXXX loan is around 2.75 %. I reached out to the lender on XX/XX/2023, and was given an offer I couldn't pass up. I went ahead and had the lender begin the process. I would like to add that I requested a cash amount to be given as well, for a piece of land I am looking into purchasing, which is why I am refinancing, and because I am no longer able to work. My husband and I have some debt ( credit cards, personal loans, etc.. ) so I was told by the lender that all debt we owed would be paid off, excluding our vehicles and my home, in the amount of {$22000.00}. Next, I was told I would not have to pay any closing costs which is {$3300.00} per the lender. I was then told I would not have to make the first monthly payment. I also was told I had to lock the new rate in by paying {$340.00}, and the lender said I could just pay it with a credit card since they were going to be eliminating my credit card debt anyway. I paid for it and moved on with the process. I then had a termite inspection and report completed that I had to pay out of pocket for and get to them. I had to get my house appraised again also. The XXXX XXXX loan appraiser that happened to be next in line to appraise homes could barely walk up the stairs and could n't drive, so he brought a second appraiser with him that I was not aware of happening. They appraised our home for almost {$70000.00} less than the market value of approx. {$340000.00} and we have done several renovations and home improvements. He appraised it for {$270000.00} and the homes in our neighborhood are selling for almost {$400000.00}. We bought our home for approximately {$250000.00}, almost 5 years ago. I heard back from the lender ( customer service because I never heard from my loan officeXXXX again ) who never sent our appraisal documents and they said someone from sales would be contacting me with the appraisal amount and to go over the documents. The appraisal was completed on Friday, XX/XX/XXXX and I did not hear from anyone until Tuesday, XX/XX/XXXX. The customer service representative added that I urgently needed to get them paperwork for a personal loan, so they could get to closing the old loan. I ended up having to reach back out to the lender to be able to hear from the sales representative that was to be contacting me to go over the appraisal and send me the documents. The sales representative gave me two new options after the appraisal came back, because he said the appraisal was too low of an amount for them to assist with what they originally promised. Here are our 2 new options : Option # 1 Loan amount- {$240000.00} ( 90 % of appraised value ) Debts paid : {$22000.00} Cash back amount- XXXX XXXX Rate- 6.25 % Payment- {$1800.00} Option # XXXX Loan amount- $ XXXX ( 100 % of appraised value ) Debts paid : {$22000.00} Cash back amount- $ XXXX Rate- 6.75 % ( due to loan amount being above 90 % of appraised value ) Payment- {$2100.00} " Both options would still have you skipping 1 payment after closing. '' Our current loan : Current Payment {$1200.00} Monthly {$15000.00} Payments a Year 30 Year Loan {$460000.00} Total Loan Repayment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47711
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have not received my escrow refund that I was promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX Freedom Mortgage cancelled my online account for both of my mortgages with them. I have called repeatedly to get the issue resolved and customer service agents can not tell me why I can not get access to my account information and payment online. It started in XXXX XXXX when I notices that my login for my account was no longer active. I have had access to both accounts since XXXX. I have 2 accounts with them, the first account has been since XXXX and the second was since XXXX. I had no problem making my payments for both home thru the online portal. Here are the agents number and dates that I called to get resolution. XXXX XXXX - agent XXXX XXXX XXXX XXXXca n't understand why account is not recognized XX/XX/XXXX -agent XXXX XXXX XXXX - Said she would issue an IT ticket to resolve XX/XX/XXXX - Agent XXXX XXXX XXXX -does n't know why its not working XX/XX/XXXX -Agent # XXXX XXXX- doesn't know why is not working XX/XX/XXXX - AgenXXXX XXXX XXXX XXXX Supervisor # XXXX XXXX -Supervisor says that they are having problems with Assumed Loans and that it would get fixed. XX/XX/XXXX Agent # XXXX XXXX XXXXNo idea why its still not workig XX/XX/XXXX Agent XXXX XXXX -Assumed Loans have no access online XX/XX/XXXX Agent # XXXX XXXX - Incorrect info give by agent about Assumed loans XX/XX/XXXX Agent # XXXX XXXX - Sent another IT ticket for resolution I have been told that my online account problem was due to my first loan being an Assumed Loan. But my second mortgage is not an Assumed Loan and I can not get access to it either. I have also been told that IT would look into it and no resolution has been made. The portal will not let me establish a new account because the portal says it doesn't recognize my account number or SSN or Names. Either for me or my husband.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89130
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX account # XXXX, has violated my rights. 15 USC 1681 section 602 states I have the right to privacy 15 USC 1681 section 602 A section 2 : it also states a consumers reporting agency can not furnish an account without my written instructions. 15 USC 1666B : a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Explanation of the unfortunate and unforeseen set of circumstances that caused me to fall behind and become delinquent on my freedom mortgage, currently XX/XX/XXXX ; now in active Foreclosure. I applied for and was approved for a loan modification inXX/XX/XXXX. First payment to be dueXX/XX/XXXX ; I made the first payment on time. In XX/XX/XXXX, mortgage loan modification documents to be notarized was sent to me, and sent back to Freedom Mortgage expeditiously. A lender approved notary came to my home to notarize my loan modification paperwork on XX/XX/XXXX. I successfully notarized the documents, on time and prior to the deadline, the lender approved sent notary was responsible for returning the signed and notarized documents back to Freedom Mortgage. Unfortunately, the notarized documents were misplaced, and delayed getting back to the underwriting department in a timely manner by the lender approved notary. A delay in underwriting to review my loan modification documents that were sent was due to documents reaching the freedom mortgage company late. Loan modification paperwork was sent to me by underwriting, but was somehow incorrect. ; unbeknownst to me. They found an error made in the underwriting department in the calculations of the loan modification. When my notarized documents were lost, and eventually when found and received, underwriting was processing my loan modification, realized the document calculations were incorrect. The incorrect documents that were sent to me, had been notarized but wrong calculations, causing the loan modification to be DENIED, AND NOT approved. The underwriting departments error in the documents sent to me showed the loan modification was calculated incorrectly. I waited, I followed up monthly but didn't receive new calculations or receive follow up, I never received new loan modification documents or any follow up communication or contact from the Freedom Mortgage or the underwriting department. Instead, my home is now in an Active Foreclosure. The past due mortgage and delinquent balance got out of control for me, a single woman, to manage and keep up with. It was a serious set of unfortunate and unforeseen circumstances that led me here, and put me behind on my mortgage. Starting with with Freedom Mortgage underwriting department. Most recent follow up and communication with Freedom mortgage was TELEPHONE CONVERSATION WITH XXXX XXXX, XXXX # XXXX. See below recent email sent to XXXX with supporting documentsXX/XX/XXXX. Dear Loss Mitigation, ATTACHED ARE THE SUPPORTING DOCUMENTS THAT ARE NEEDED AS PER XXXX XXXX CONVERSATION WITH XXXX XXXX, AGENT # XXXX. PLEASE NOTE THAT XXXX WENT THROUGH A TOTAL OF XXXX PAGES OF DOCUMENTS TO DETERMINE EXACTLY WHAT IS NEEDED. XXXX HOPING THAT THE ABOVE DOCUMENTS ARE ALL THAT IS NEEDED BECAUSE THIS REQUEST FOR MORTGAGE ASSISTANCE HAS BEEN GOING ON FOR 18 MONTHS AND WERE STILL AT IT. SHOULD YOU HAVE ANY QUESTIONS, PLEASE REACH OUT TO XXXX AGENT # XXXX SHE SEEMS TO BE THE ONLY XXXX THERE THAT TOOK THE TIME AND EFFORT TO REVIEW XXXX PGS. OF NOTES/DOCUMENTS, AND ALL THE BACK AND FORTH OF DOCUMENTS BEING REQUESTED. THERE IS DEFINITELY A DISCONNECT SOMEWHERE WITHIN YOUR ORGANIZATION AND KUDOS TO XXXX AGENT # XXXX WHO TOOK THE TIME TO LISTEN, AND DISPLAYED A GENUINE CONCERN TO GET MATTER RESOLVED. Thanks for your help. Thank you in advance,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A