Date Received: 2023-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We applied and received Forbearance from out Mortgage company. When we applied the presented us with two options. 1. Pay off the amount accrued during the forbearance period or 2. Roll the amount over to the end of the forbearance period. When we reached the end of the forbearance period we agreed to have the accrued amount rolled over to the end of our mortgage amount. Now the are tyring to sell the amount to another Company as a second mortgage. Can you help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89108
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Freedom Mortgage @ XXXX XXXX XXXX XXXX is reporting that the balance on my loan # XXXX is XXXX to the credit agencies. The correct amount is {$570000.00} as noted on their web page in my account. The misleading amount has caused my credit to debit ratio to skyrocket and my scores to drop. I called them today XX/XX/2023 spoke to representative # XXXX who told me that its my responsibility to write to all XXXX credit bureaus! I told her that her company generated this false information on purpose apparently. This is a direct violation of the Fair Credit Reporting Act. I am a XXXX Veteran who has tried extremely hard to obtain exceptional credit only to have this company try to ruin my exceptional standing. They do not give XXXX XXXX XXXX XXXX XXXX XXXX XXXX legal representative
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a VA loan with Freedom Mortgage and I am selling my home. I am doing an assumption with the buyer who is a XXXX as well. Freedom mortgage is has taken well over the 60 to 90-day time period they claim it takes to do an assumption. I am stuck with no home now because they are refusing to move faster to close my assumption to the new buyer. This was supposed to be closed at the end of XXXX and now its looking like it may not even close at the end of XXXX. There inability to close the assumption is now costing me XXXX of dollars, because I have to temporarily rent a new home and continue paying on my current mortgage. This should be illegal and someone should have to pay for this injustice. Also, everytime I call, the representatives who answer the call say they can not help me and they put in a request for an assumptions representative to call me back and tell me it will take 2 business days. Its been 5 business days and nobody has called me back. I also called them on day 3 and day 5 and they keep saying they are elevating the issue. This is the third time I've requested a call back with nobody from the assumptions department reaching back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 591XX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mom, brother, and dog all passed away in my house in XXXX within less than 2 months a week before Covid 19 shut down everything. Freedom Mortgage called me and asked me about forbearance. I was hesitant because I was waiting for my adjudication, but they reassured me that all was easy and wouldn't affect me in anyway. So, they talked me into it to help pay other bills. ( All before I got adjudicated ) When it was time to have everything moved to the end of the loan and start paying again, they wouldn't send me the paperwork to sign. After over a year, I told them that I moved closer to work and all of a sudden paperwork showed up. Yet still after another month or so and several phone calls later. However, when the paperwork finally got to me it was wrong. It had my ex-wife on the paperwork. They had me send in different papers to prove she shouldn't be on there but come to find out, they told me the wrong papers, needed more paperwork, and couldn't find the paperwork. After pressing that they did have it they were able to find it different times. I had the VA, XXXX, and fianc ( now wife ) all on the phone calls with and without me. They also gave the XXXX XXXX XXXXXXXX ( XXXX XXXX, XXXX XXXX. XXXX ) a very hard time and wouldn't work with him or answer his questions. They wouldn't even give the VA a payoff letter because I had received one fouXXXX months earlier. FMC refused to stop the sale that never should have been started in the first place. There were much more correspondences between each but never was able to get foreclosure stopped so the buyer could purchase. I was told by the VA that over 90 % of the company ( Freedom Mortage ) were XXXX and of them, over 50 % were being forced into foreclosure. The buy was paying cash. All funds had been verified and earnest money paid along with paperwork for closing signed already and they still wouldn't stop it. VA stated that I owed XXXX XXXX ( ish ) and the buyer was paying XXXX XXXXXXXX which is what it appraised for by the appraised they hired. It sold for XXXX XXXX and FMC said I owed XXXX XXXX ( ish ). It is my understanding that they wrote that part off but who knows. They didn't do anything else they said before. My point is, if it was never supposed to be in foreclosure ( per them ), how can they charge me the XXXX XXXX ish? How can there be extra fees if they wouldn't give me a monthly payment or get the paperwork to me? I was even told by the VA that Freedom cliental was like 90 % XXXX and that at least 50 % were being forced into foreclosure. FMC recorded the calls and we have a call or two recorded also. If someone could get the recordings from them, it would be very obvious that they forced me into a foreclosure. Please help. Even if I can't get my stuff fixed, It would be nice if they didn't do the same to others. I really would like to get what I deserve out of it and fixed. Thank you, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage purchased my mortgage loan from Mutual of XXXX in XXXX, I received notice in XXXX that I had a {$1400.00} Escrow refund, that I could apply to my XXXX mortgage payment. I processed the payment for XXXX, and then on XX/XX/XXXX, I called again to confirm payment was processed and to schedule auto draft payments for duration of loan term, which the representative confirmed over the phone. I called again on XXXX the XXXX to confirm and I was notified that they did not process the Escrow refund or my auto draft payment and that they has issued a late payment without notification. I IMMEDIATLY filed a formal complaint with Freedom Mortgage and they did not take my statement, they reworded everything I said and rejected my complaint. Ive worked EXTREMLY HARD over the past 10 years to build my credit and I to have a mortgage company lie and not accept responsibility for their failures is just wrong and unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been having an ongoing issue with being overcharged unspecified fees by Freedom Mortgage Corporation on my monthly statements since XX/XX/XXXX. I have inquired every month since XX/XX/XXXX for a detailed explanation of what these fees are on my monthly statements. On XX/XX/XXXX when I first called Freedom Mortgage customer care about this issue, the Freedom Mortgage representative told me that there was an escrow shortage of {$81.00}. She told me that this was due to the escrow analysis done on XX/XX/XXXX and went to effect on XX/XX/XXXX. This Freedom Mortgage representative told me that making the payment for the escrow shortage would fix the issue and that every month after then there would be no fees. I made a payment with this Freedom Mortgage representative on this call of my monthly payment of {$840.00} and the {$81.00} for a total payment of {$920.00}. The Freedom Mortgage Representative told me that would fix the issue moving forward. It did not. My XX/XX/XXXX statement listed an unspecified fee of {$40.00}. I continued to have this same issue of unspecified fees each month. I consistently have called every month since XX/XX/XXXX and every time I have been told a different explanation of these fees from a Freedom Mortgage representative. No one has sent me any written explanation for these fees either. Below, I have detailed every date I have called Freedom Mortgage customer care ( XXXX ) to get this issue resolved. Dates of calls to XXXX XXXX : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX On XX/XX/XXXX, I called Freedom Mortgage customer care and requested to have this issue escalated with the Freedom Mortgage representative. That representative shared with me that the issue was that I was still being charged the old payment before my escrow analysis that went into effect XX/XX/XXXX. This same representative told me that Freedom Mortgage Corporation is still charging me {$880.00} every month. The amount of {$880.00} was my monthly payment amount before the escrow analysis done on XX/XX/XXXX. That escrow analysis changed my payment to {$840.00} effective on XX/XX/XXXX. It was explained by this representative that Freedom Mortgage has been taking {$40.00} out of my escrow for months due to charging me {$880.00} per month instead of the new monthly payment of {$840.00}. Every month, since XX/XX/XXXX, besides XXXX when I was incorrectly charged an additional {$81.00}, I have been making on time monthly payments of {$840.00}. That representative that I spoke to on XX/XX/XXXX, escalated the issue to the escalation team. At that point, I was being charged {$81.00} ( {$40.00} x 2 months ) again in fees on my XXXX monthly statement. This Freedom Mortgage representative also shared that the payment of {$81.00} should not have been taken on XX/XX/XXXX because the escrow shortage is a mistake with the Freedom Mortgage system. After this, my statement for XX/XX/XXXX did not have any fees listed so I thought the issue was fixed after being escalated. I also called the Freedom Mortgage customer care on XX/XX/XXXX to confirm and that representative shared that the issue had been resolved. However my XX/XX/XXXX statement again had a charge under fees of {$40.00}. I called in XX/XX/XXXX and XX/XX/XXXX as mentioned above and none of the Freedom Mortgage XXXX resolved the issue. They were only able to notate the account and tell me to call back. Those Freedom Mortgage representatives I spoke to had no explanation for why this was happening. On XX/XX/XXXX, when I called Freedom Mortgage customer care I requested a detailed written breakdown of these other fees that were on my monthly statement. Which at this point totaled {$120.00}. The Freedom Mortgage representative I spoke to on this day did not have any information to send me the breakdown and could not explain what these fees were for. The representative told me that they had to put in a request for another department to mail me a breakdown of these fees listed on my statement. The representative said I would receive this information in the mail by XX/XX/XXXX. I also requested this Freedom Mortgage representative to send me my payment history since XX/XX/XXXX. On my online portal, the payments Ive made each month are not accurately shown. The representative was able to email me the payment history, however the document emailed to me was not clear. The payment history Freedom Mortgage has listed on their online portal does not match the payments they have taken from my bank account, which is another issue I am having. On XX/XX/XXXX I did not receive anything from Freedom Mortgage as the representative had told me. I called the Freedom Mortgage customer care line again on XX/XX/XXXX to request an update. I called around XXXX XXXX and that Freedom Mortgage representative was no help. The representative 's name was XXXX. That representative could not explain what was happening and said I would have to wait until XX/XX/XXXX for the breakdown of the fees to arrive by mail. I made a request for this Freedom mortgage representative to escalate my issue. The representative put me on hold to speak to their leadership and when they returned told me that they could not escalate my issue nor could they escalate the request for the statement that would break down the fees. I ended the call with that representative and called Freedom Mortgage customer care back to speak to another representative. I called around XXXX pm EST on the same day, XX/XX/XXXX. I requested for my issue to be escalated with the new representative and this representative said that they actually could escalate this issue to their escalation team. The representative got the Freedom Mortgage escalation team on the line and I explained the 8 month issue with my account. The Freedom Mortgage escalation representative name is XXXX XXXX. XXXX went through the specifics of the escrow analysis with me. After XXXX looked further into my account with a supervisor, XXXX said the same thing as the Freedom Mortgage Customer care representative that I spoke to on XX/XX/XXXX. Which was, the fees '' on my statement were from an escrow shortage due to Freedom Mortgage taking {$40.00} for months out of my escrow. XXXX told me she sent an email to the Cash Department for details on the charged $ XXXX to my escrow for multiple months. XXXX said to me that her supervisor is looped in and confirmed my contact number on file ( XXXX ). XXXX told me she would follow up with me when they received a response to that email to the XXXX Department. I shared with XXXX that since {$840.00} ( my new payment since XX/XX/XXXX ) and {$40.00} ( the unexplained fees taken out of my escrow ) equaled a total of {$880.00} ( my monthly payment prior to the escrow analysis done in XX/XX/XXXX ), that it seems to me that the representative that I spoke to on XX/XX/XXXX was correct all along and that Freedom Mortgage has been overcharging me, taking funds out of my escrow and then charging me for the escrow shortage on my monthly statements. XXXX agreed that that is what it seems to be but that she wanted to be certain by having the Cash Department confirm in email. I have asked for an email to send this letter to but was told there is no email by two Freedom Mortgage representatives. They advised me to send the letter through the message center on the online portal. On XX/XX/XXXX, I sent a letter to Freedom Mortgage through my online portal. I received no response. I also have had no update from the escalation team member XXXX XXXX. I called Freedom Mortgage escalation team on XX/XX/XXXX and spoke to a representative named XXXX, member # XXXX. XXXX was not able to assist. He read all of the notes in my account and told me he had reached out to XXXX for her to call me back same day. At this point, the issues with my Freedom Mortgage account have become unethical. Freedom Mortgage has been made aware of my account being overcharged monthly since XXXX and for 8 months has not resolved the issue but instead has continued to overcharge my escrow. Along with that, on XX/XX/XXXX the Freedom Mortgage representative that I spoke to charged my bank account an additional payment of {$81.00} for incorrect escrow shortage fees that I did not owe. It has been 8 months that I have been given the run around with no resolve from Freedom Mortgage. With that, there is also the issue of inaccurate payment history records on the Freedom Mortgage online portal that do not match what Freedom Mortgage has withdrawn from my bank account every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06770
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage raised my payment amount without notification. They then took my payment and put it in a " suspense account '' and attempted to get extra fees based upon their claims of total non payment. As in there system deliberately marked is as me paying NOTHING. They then notified the credit bureaus that I was 30 days late when in fact I was not. You can see in the screenshot where they set the money aside and then pretended that they did not receive any money for that month so they could continue to tack on late fees. The did not notify me by mail. They did not notify me electronically. This is clearly XXXX behavior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77478
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Sir/Madam, I am reaching out to you in an attempt to receive assistance in obtaining the proper information needed, as well as all obtain available to me in determining an agreement to work towards bringing my mortgage loan status current. To this point, I have been repeatedly misinformed during this entire process since it began back in XX/XX/XXXX, with currently still no rectification. I was misinformed by my previous mortgage company XXXX XXXX XXXX XXXX being told that my loan payment could only be divided over 3 months. At this time, I was in the rear in the amount of approximately {$12000.00}. I was informed that I could no longer continue to make payments after XX/XX/XXXX until a plan/agreement had been met. I had already started the repayment process prior both in XX/XX/XXXX and XX/XX/XXXX both in the installment amount of {$3400.00} each. When eventually contacted, they were never provided an option to continue payments until they reached their determination of the loan modification., After several months without options for consideration of getting this rectified, my credit status is currently still showing that my loan is in forbearance, which should have allowed my original monthly payment to be accepted and would not have caused me to become further in the rear. I have been in contact with XXXX XXXX via phone ( recorded ) and emails ( documented ), all while continually being misinformed on too many occasions without rectification. However, without being correctly informed of options that were available along the process promptly has now created an even larger burden. Additionally, in the middle of this process, my loan was transferred to Freedom Mortgage which is never a recommendation during the loan modification process. I have since been in contact with VA gov where I was informed by the agent that I had been approved back in XXXX for a partial modification and never received that approval paperwork or confirmation. This would have alleviated all of the additional paperwork that has been repetitively provided and caused them to restart the process several times. Without the proper clarification during this process, misinformed information, not receiving the approval Ietter, and still, no obtains for an agreement to be met over six months has brought me to ask for assistance in holding them accountable for their actions or lack of and required them to provide the correct information along with all options available to reach an agreement to rectify this situation. Hence, I am humbly requesting an exception in the repayment program and reconsideration of the original determination that was approved but never received. I served my country for 26 years of my life. So that everyone here could enjoy the American life. Now it's my turn to enjoy and I'm getting cheated and led astray by the same companies and poeple I put my life on the line for. This is our familys home which we dont want in jeopardy of losing. Let me know if any additional supporting documents are needed, as this should have never taken such an extended period to obtain the proper information and options available to reach a new loan agreement. Please feel free to contact me to discuss further. XXXX. or ( XXXX ) XXXX Thanks in advance for your prompt attention to this matter. V/r, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 773XX
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage due XX/XX/XXXX our bank withdrew and posted on XXXX. Making XXXX payments in XXXX month. I unaware, until we received foreclosure notice XXXX stating we were delinquent. Freedom Mortgage did escrow analysis- I did not know that meant late payment. Our payments went up and I was not paying correct amount unknowinly our payments were going into suspended state. Once I became aware of this, I was able to come up to correct amount. The process of notification and reporting to credit report is my complaint. I spoke to agent she explained they called me and notified me via email. I did not received any voice mails stating XXXX was unable to contact me. I did received change in status which again, I did not know that meant late payment. They automatically notified credit report and reported XXXX days late on mortgage. Other creditors automatically lowered available credit. We have no emergency funds and can not apply for new credit now due to this. Thank you for your assistance XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since my loan was transferred to Freedom Mortgage, I have been receiving statements that say I pay {$0.00} per month toward my mortgage. I have never missed a payment. I have called 4 times to have accurate statements sent. They continue to send me inaccurate statements that stat I pay XXXX each month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A