Date Received: 2023-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX, 2022 sent check for over XXXX to Freedom Mortgage. Clearly written on XXXX XXXX check " 3 months payment ''. Freedom did not credit the check as 3 months payment. Freedom credited the check as 1 month. Then, the monthly amount of my mortgage payment became variable, late fees requested. Despite several phone conferences with customer service reps, the changes discussed have not been reflected on the monthly statement. Please investigate and reply
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage did not pay our property tax bill. I paid it and contacted them about them not paying it and requested a refund. I have not heard from them again and have no other recourse. They sold the mortgage to XXXX XXXX and neither mortgage company will assist me. Please see the attachment for the " Notice of tax sale '' due to non-payment and the credit card receipt of the payment that I made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Freedom mortgage violate my right to privacy. I never gave them the right to publicize anything about my payment they violated code.15 usc 6802b also they never gave me the option to opt out of them release of my information. Secondly, they per long my hardship further when they send somebody to break into my home to do damage to my property. thirdly, there was never supposed to make a report while I have my application of forbearance and review, and they keep telling me to redo, redo my application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06610
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought a home using Freedom Mortgage for my loan. A year into the loan Freedom Mortgage sent my a check for {$1800.00} saying it was an overpayment reimbursement and that I was being overcharged by {$500.00} a month. After receiving this letter, I contacted Freedom Mortgage and told the there was no way my mortgage should be {$500.00} less and they must have made a mistake. They told me my account had been reviewed and the letter ws correct and my mortgage would be dropping {$500.00} a month and to cash the check they sent me. Several days later I called them again and told them they made a mistake and that my mortgage shouldn't be that low. Again, I was told my account had been reviewed and that my mortgage payment would be lowered and to cash the check they gave me. I cashed the check a month later and bought a new truck thinking I would have additional money with my mortgage payment being lowered. A month later Freedom Mortgage contacted me and said they had made a huge mistake and that my previous payment amount was the correct amount and that I had to pay them {$2000.00} ( from the {$1800.00} check they gave me ) to make my escrow account what it needed to be to pay taxes and insurance. Since then my account has gone up and down $ XXXX {$50.00} every two months. Last month I received a call from my insurance company stating the Freedom Mortgage hadn't paid the and that my policy would lapse if I didn't pay it. I contacted Freedom Mortgage to ask why my insurance policy hadn't been paid from my escrow account. Initially they tried telling me they had never paid my insurance but after proving to them they had been for the past three years I was told Freedom Mortgage would no longer be paying my home insurance through my escrow account and I would have to pay for it myself. The rep told me this was a new policy and no one would explain why Freedom Mortgage was stopping insurance payments. I then asked them what my mortgage payment would be since they weren't paying the policy anymore. Freedom Mortgage then told me my payment would remain the same and wouldn't be lowered to compensate for the nonpayment of insurance. I asked them to review my loan because it wasn't possible for them to stop insurance payments but keep my payment the same. I was told it would be 3-5 days before I received the review. Two weeks later they have not reviewed my policy. I was told by XXXX XXXX they were aware of what Freedom Mortgage was doing and that it was immoral, unethical and illegal. I would like Freedom Mortage to explain why they are refusing to pay my home insurance policy, why my payment isn't being lowered and where the additional funds in my escrow account have gone since they are paying app. {$1500.00} less a year from my home insurance policy. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95667
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After submitting my completed COVID 19 Forbearance request package in XX/XX/2022, I received a letter stating that you have received all the documentation you need from me and I should receive a response in the near future. After waiting some time, I called customer care requesting the status of my request only to be told I was approved for a VA traditional modification but my payment was late. I never received the decision letter and the customer care agent was able to confirm that the letter had NOT been mailed and flagged my account for escalation. I called numerous times during the next few weeks and the incident was escalated again with no response from legal or the escalation team. After receiving no response on the escalation and customer care agent and I agreed that it might be best to submit another package. I started on the new loan modification package in May and submitted the final document needed on XX/XX/2022. Approximately a week later I received a letter stating that no further documentation was needed and I should receive a response in the near future. I was still awaiting that decision when I received the letter stating that a foreclosure hearing had been scheduled. My home is being sold at auction on XX/XX/XXXX. I've requested an extension to try to sell the home myself because it has quit a bit of equity in it but to date I have heard nothing from Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a VA loan with Freedom Mortgage and feel that they are is engaging in unethical servicing practices and obstructing me from being reviewed for options such as deferment, partial claim, loan modification or repayment plan. My family went through loss of income and hardship due to the Covid 19 pandemic which led to payment struggles and Freedom offered a 6 month forbearance which was helpful at the time and now the hardship is resolved. The problem is that Freedom Mortgage has been misplacing documents and slow walking the review of my information for a solution to pay off the arrearages. I was told I was being considered for a 6 month repayment plan, then I was told they did not have the right information so I sent in more paperwork for a review for 12 month repayment plan and no one at Freedom has answers. I do not want to go into foreclosure and I do not want to lose my home. My wife and I are both back working full time and the hardship is resolved. The issue is the delinquent payments, we are not in a position to pay this all back in one lump sum reinstatement but seek a reasonable plan to address this. I was a United States XXXX and was XXXX in the XXXX XXXX as part of XXXX XXXX and XXXX XXXX as well as a tour in XXXX with a final rank of XXXX. I was on XXXX XXXX for XXXX years and XXXX and then served as a reserve and then with the XXXX XXXX XXXX . I now work as a XXXX XXXX XXXX for XXXX XXXX XXXX for 17 years. We refinanced into this loan in XX/XX/2022 and took out some money for repairs of our roof and driveway and painting. Shortly after we refinanced my wife caught XXXX and was unable to work. We thought this would be a short break in employment but she was out for 10 months which affected our household income and due to the repairs on the house had no savings. In XX/XX/2022 it caught up with me and the mortgage payment was late, and then I was unable to make the XXXX payment because we were struggling financially. I spoke with an agent at Freedom and they told me I qualified for the Covid forbearance and that for XXXX months I did not have to make the payment so we could get back on our feet. The good news is that our hardship was resolved by XXXX and I contacted Freedom to see about resuming my mortgage payments early. I was told by their agents that they would not accept a regular mortgage payment from me and that I had to make a lump sum payment to catch up all the past due payments or send in documents to be reviewed for a plan to catch me up. I sent the paperwork in multiple times and feel that the company has been stringing me along while the amount of late payments grows. ( about $ XXXX ). I have called multiple times to follow up and no one has answers, they just tell me to send more documents or pay the whole past due amount, or they will foreclose on me. Freedom Mortgage has never evaluated my ability to pay, Freedom Mortgage has never considered me for government programs to help struggling homeowners who need assistance such as loan modification, forbearance, partial claim, deferred principal or repayment plan and instead demand that we make a lump sum payment of full past due amount. There are XXXX people in our home and we do not want to lose it. My hardship is resolved, I have a good job and I really need Freedom Mortgage to make my case a priority and work with me to figure out a reasonable and affordable solution so that I can keep my home and get back into good standing with this loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90242
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Earlier this year my loan was taken over by Freedom Mortgage ( FM ). Prior, I always paid my taxes directly to the county. Once I saw I was in escrow and my payments were going from XXXX to XXXX I followed up with FM and explained I already paid and provided them with the receipt I received from the tax office showing full payment and listed me as the tax payer. After months of following up and being told they will have a resolution by c date ( which ket being pushed for months ) I finally asked FM what my options were because I cant continue to make double payments as they look into the situation. They instructed me to request a refund from the XXXX XXXX tax department and pay the negative escrow to them in full. So I went to the tax office and requested a refund. They tax department said they cant do that because I am listed as a payer on the account. I told them the situation and after They investigated informed me the mortgage company did pay but received a full refund back in XXXX. The tax department then provided me with a payment history printout showing my full payment, freedom mortgage full payment and and freedom mortgage full refund. I then called freedom mortgage and spoke to the escalation department and they too confirmed I was listed as the taxpayer for my home. They again told me they would prioritize this review and issue a refund. I called back a few days later just to be told it was deboned and they cant do anything for me until they can locate the check. I asked if they could at least lower my payments as I am still paying double. They finally agreed to lower them to XXXX while still in escrow and still in the negative on escrow until they figure out where their payment from the tax office is. To go back, Ive paid the XXXX mortgage and the next month requested if the situation was resolved because Im still showing the XXXX minimum payment amount on my account.. they informed me the resolution would be confirmed in a couple days.. so I said while you figure this out let me at least make my minimum payment ( my previous mortgage ) of XXXX since this should be squared away shortly. A month goes by and they send me letters that Im behind on my mortgage I incurred late fees and was reported to the agency.. so I called again to figure out how this happened when they were for sure taking care of the issue. I then proceed to XXXX the XXXX for that month. I later get a letter saying Im in default. Basically since I didnt pay the full XXXX for the previous month they called me delinquent saying I didnt pant full payment. This was reported to on my credit. In the background XXXX applying for another mortgage since I need to relocate due to my husband being in the military. I was informed I no longer quality for the mortgage I was pre approved for 2 months ago because I have a default on my mortgage for 2 Months! I called FM and explained because of all of this and their unwillingness to work with me on a mistake they made I can no longer move.. I asked for them to please remove this from the credit reports and provide an explanation that I wasnt in default. They again said sorry but we cant do anything until XX/XX/XXXX. Typical response Ive been receiving for the past 5 months! They refuse to make things right and now I cant get a mortgage to move my family!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I upped the coverage on my property as my agent and I agreed that I was underinsured for replacement value. This took place XX/XX/XXXX with XXXX XXXX via XXXX messenger. The policy remained with the same company, XXXX. To my knowledge after accepting the binder, that was the end of it. Fast forward to Monday, when we reached out to farmers to file a claim for hail damage XX/XX/24. Between multiple calls to them we are informed that our policy was canceled due to nonpayment! Nowhere in the past 3 months was I EVER contacted by anyone in regards to this, mind you the difference in premium was XXXX dollars. XXXX claims to have sent request fkr payment 3 times. Freedom mortgage on calls today said they had no correspondence related to this. As it sits, I am told I am high and dry with a huge hail damage claim that XXXX is saying I am not covered on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50701
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently worked with Freedom Mortgage to assume my original mortgage, in order to remove my ex-spouse 's name. I was never told during the process that it would change anything in my online account. However, evidently my autopay was deleted in the process. Luckily, I noticed within the grace period that my scheduled mortgage payment hadn't been withdrawn from my bank account on XX/XX/23. I called Freedom and was told my autopay got deleted when the mortgage was assumed. I logged into my online account and added the autopay back. Then on XX/XX/23, I tried to log back in to again and was told my account access has been permanently blocked because I had assumed the mortgage. Evidently, Freedom prevents assumed borrowers from having access to the financial information of the original borrower. However, not only was I never told that assuming the mortgage would mean I'd lose online access, it makes no sense to block me from my own financial information. I NEVER would have gone through the assumption process if Freedom had told me it would mean I would lose online access, but at no point in the process was that mentioned, as it should have been. I did not need to remove my ex-spouse 's name from the mortgage ; it was purely a matter of convenience. I just now spoke with someone else at Freedom ( XX/XX/23 ) and evidently the blocking of accessed for assumed borrowers is a problem that IT needs to resolve, but there's no information about whether or when this issue will be resolved -- weeks? months? years? -- and in the meantime, I am unable to access my account. It would be helpful if CFPB could work to ensure that Freedom mortgage is prioritizing this issue so that whatever IT solution can be designed is implemented in a timely matter. No access to an online account means I have to take care of everything -- payments, changes to autopay, account monitory -- by phone or by postal mail, which is time consuming and burdensome. I can't be the only person this problem is having a negative impact on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55406
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: 175 Days for an assumption to take place for the sale of my home. ( 4 extensions ) Beginning date : XX/XX/2023 Told to extend to : XXXX XX/XX/2023 Buyer assuming {$210000.00} at 2.25 % Coincidentally, amidst these protracted delays, I have been subjected to an aggressive marketing campaign from Freedom Mortgage, urging me to cash out my current loan and offering assistance to sell my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85719
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A