Date Received: 2023-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/23 Freedoom Mortgage automated withdraw additional {$1500.00} on top of {$1600.00} on my monthly payment. They automated changed my monthly payment from {$1600.00} to {$3200.00}. Never have an escrow account, I pay my own taxes and insurance. They billed a escrow shortage amount of over {$8000.00}. I have been on the phone for more than 4 hours, and got hung up by one of the customer service agent, got transferred back and forth 6-7 times between customer service and the escrow dept and the problem still has not been fixed. I did request to remove the escrow account because I never have escrow/impound and always pay my taxes and insurance very on time since I have the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95122
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive been paying Freedom mortgage for the last 2 years never been late or missed. Ive been paying the same acct number for over 2 years as the documentation shows. On XX/XX/2023 my bank ( XXXX ) wired {$1000.00} to freedom mortgage, it was processed as it had been for two years, Freedom mortgage held my payment and decided my payment to that account # was wrong and returned it to the bank 13 days later. I was not notified at all. I unfortunately came down with XXXX at this time and wasnt as sharp as I could have been. But no phone call or text to let me know that they were no longer excepting my payment to the account # that I had been sending it to. As soon as I realized the problem, I paid XX/XX/2023 and XX/XX/2023 payment. I talked to 2-3 customer service agents and was actually told I was lucky that freedom didnt go back 2 years to charge me late fees for 24 months. They were not helpful at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48134
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sewed my insurance company because they didnt give me enough money for my house an now the mortgage company is holding the checks an the said they will release them as I finish the house. Well I need the money to start repairs how can I get them to release the money to me now
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 706XX
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have divorced my ex-wife and I went through the assumption process with Freedom Mortgage Corporation ( Existing Lender ) after getting all cleared/submitted and completed when I accessed my loan in the XXXX APP from Freedom Mortgage there was a duplicate loan showing in the screen with the exact information, however the Loan Term shown XXXX yrs ( did not match my Closing Disclosure at XXXX XXXX mo due to the assumption ) nor the monthly payment described in the XXXX $ XXXX XXXX. After several calls and time spend of reporting these issues, I was told to create a new account however when I tried there was a XXXX message telling me that the information was incorrect then I had to call XXXX several times after this and today I have been notified that my access was cut/deleted that I won't have access to my loan using the website due to concerns of me having to access information from my ex-wife ( Which by the way the only info in the website was her name and nothing else ). I believe XXXX is not taking care of me as a customer as well as limiting me the ability to manage my account as any other of their customers, needless to say but I have never missed a payment. I believe they need to correct this issues as soon as possible and make sure I have the same level of access of another of their customers including the ability for me to manage my account at my own will.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30542
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late 2022 I had a insurance loss on my home. Repairs were completed in XX/XX/XXXX. Since then I have gotten nothing but the run around regarding the XXXX that Freedom Mortgage is holding. My insurance company named them on the check and trying to get the check returned has been impossible. No one from management returns a call, no one knows what's going on and it's nothing but continued excuses. Meanwhile I have had to take money from my savings to pay the repair company to avoid being sued for non payment. This has caused undue financial hardship and stress. Is absolutely unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60134
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to bring to your attention a matter of concern regarding the reporting of late payments to credit bureaus during the active period of the Heroes Act. According to Section 110401 of the Heroes Act, it clearly states that negative consumer credit reporting is suspended for an additional 120 days during this challenging time. Unfortunately, I have recently discovered that Freedom Mortgage Corp has reported late payments to credit bureaus in XXXX despite the Heroes Act being in effect during the specified period. This action appears to be in direct violation of the protective measures outlined in the legislation. Reporting late payments during the active period of the Heroes Act contradicts the spirit and intent of this crucial consumer protection. I request that Freedom Mortgage cease reporting the unvalidated 30 day late payments promptly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35749
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am contacting the CFPB out of desperation as it has been nearly impossible to work with Freedom Mortgage, the servicing company on my VA loan. This loan was current on payments since origination until XX/XX/XXXX when the Covid19 pandemic caused me to lose income for several months while businesses were closed. This loan was on Covid19 forbearances through XX/XX/XXXX where thereafter, I applied for loss mitigation as I was told I had to submit a complete package to be reviewed for all options. I was in review until XX/XX/XXXX when I received a VA Partial claim approval for {$69000.00} covering the past due payments. I returned the paperwork then was told by Freedom Mortgage that the offer was rescinded and no further explanation given other than I had to reapply. I went ahead and resubmitted to then get a letter dated XX/XX/XXXX stating due to an incomplete package, I was going to be reviewed for streamline options. I tried arguing stating I submitted a complete package but was told it didn't matter, I would be reviewed for all options which makes no sense. On XX/XX/XXXX, I received a new offer for a streamline Covid19 Disaster Modification which increased my monthly payment by almost {$1200.00} a month. I could not understand why I was not treated fairly with a full review. This is how Veterans are treated? I am not late on my bills, ever. If it werent for Covid-19, I would not be in this position to begin with. The representatives at Freedom scared me, advising this modification was my only option and if I didn't take it, foreclosure would proceed. I thought I had no choice so I made the three trial payments ... Freedom Mortgage did not convert to a permanent modification because they mailed the agreement out XX/XX/XXXX which I had not received until XX/XX/XXXX due back by XX/XX/XXXX. I ended up returning it XX/XX/XXXX so they denied it. On XX/XX/XXXX, I resubmitted a complete package with my most recent pay stubs, bank statements, tax returns and required forms. Last week, I received a Covid19 Disaster Modification Approval with a trial plan - again, increasing my payment over {$1000.00} a month. Under the Covid19 Refund Modification, it states it is not eligible because borrowers income has to be added. When I questioned Freedom why my income was not entered, I was told this was a streamline program, so I explained again, I submitted all of this income. I was then told its a generic response about income and that this is my only option. No further explanation given. I was told by my VA Loan Technician that under the COVID-19 Refund Modification, VA can purchase a Veteran 's past due payments and amounts of unpaid principal up to 30 % of what is owed. The total amount to pay off this loan through XX/XX/XXXX is XXXX so -30 % = {$300000.00} amortized over 30 years at 6.375 % = {$1800.00} + escrows $ XXXX {$2800.00}. The payment they are trying to make me accept is {$3700.00}. The VA Technician was surprised as these programs are set up to help veterans, not put them in a much worse position. 10. I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. ( Say NO, better chances of Freedom Mortgage helping you. When it's published, they go above and beyond to prove you wrong ) 11. What would be a fair resolution to this issue? I just want a fair decision based on my full income hardship assistance package submitted. I was advised by my VA loan technician that this loan has never been modified or a partial claim applied, that the loan should qualify for the Covid19 Refund Modification. I am not looking for a lower payment, I would like to resume making my regular payments prior to Covid 19 without a $ XXXX monthly increase so I am not living on the edge of losing my home every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11776
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage mismanaged my property taxes and escrow account and has now created a hardship for me to pay an additional estimated {$400.00} per month on my mortgage due to their negligence. Freedom Mortgage overpaid on my property taxes by approximately {$2000.00} and wanted to issue me a check separately in the amount of approximately {$1400.00} ( an amount they stated was due to me which caused my escrow balance to be depleted ). This check has not been received or cashed. Now Freedom Mortgage has included this additional payment to my mortgage due to their negligence. Freedom Mortgage has not assisted me with correcting this issue and continues to say " oh well ''. Their negligence could cause me future hardship with my credit rating, meeting other necessary monetary obligations and noone is willing to assist with Freedom Mortgage 's NEGLIGENCE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im Trying to remove my PMI insurance my home has gone up in value around XXXX percent and they refuse to take mortgage insurance off
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95757
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company transferred my mortgage and to a new company. I did not receive any correspondence regarding the transfer. I usually do automatic payments, so I thought the payment was taken from my account. However in XXXX I received notice that I missed XXXX payment. And that I have to create an account to make payments. I was now 1 month behind. I did an application in loss mitigation and was told that it wouldn't affect my credit, they set it up so I can pay whatever I can when I can. In XXXX I received a call to call my mortgage company, I did and was told that they need additional information. I sent the information while I was on the phone, they needed bank statements and pay stubs. I didn't hear anything more from them and I have been making payments, and caught up on the one month. I applied for a cash out refinance only to find out that they did report me to the credit bureau. I called they to inquire about it, and was told that I didn't submit documents that were requested. I did not and have not received any correspondence from this company neither text, mail, email, nor phone calls. I told them that their representative gave me incorrect information and now it's affecting my refinance application. They just shut me down. I need help getting the negative report from my credit. I have never had a late mortgage payment since I bought this house in XX/XX/2020. All this happened because of the transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A