Date Received: 2023-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We bought our house on XXXX XXXX XXXX, with XXXX XXXX. Unfortunately, our mortgage was sold to Freedom Mortgage right away. We never made one payment to XXXX, we have always made the payments to Freedom Mortgage. When our mortgage was sold, my husband and I read their 1.7 star reviews and knew that this was not a reputable company, but seemingly, we were stuck with them. In hindsight, I wish we somehow fought for Freedom not to take over our mortgage because dealing with them has been an ABSOLUTE NIGHTMARE. Our original mortgage payment was XXXX, including our escrow account for taxes, homeowners insurance, and our PMI. Unfortunately, I cannot attach an original statement because their website only goes back 6 months and doesnt allow you to see any payment history prior to that. In XXXX XXXX, we received our mortgage statement with a new payment of XXXX due in XXXX (see attached of XXXX statement.) On XXXX XXXX, we received a letter from them (attached) stating that they had previously sent us an escrow check in the amount of XXXX, as well as an escrow analysis. In the letter it stated that if we didnt receive this, to call them and they would reissue the check. I called them on XXXX XXXX XXXX, told them we never received that, and they told us they would issue another check to us and it would take 7-10 business days. We never received that, so I called back on XXXX XXXX. The woman I spoke with said whoever handled it previously never submitted it, and she would take care of that now and it would take another 7-10 business days. On XXXX XXXX, my husband called them since we still hadnt received this elusive escrow check. The woman he spoke with told him that the escrow check was canceled because now our account was showing an escrow deficit, so not only would we not receive the check, but our mortgage payment was increasing to XXXX. There was no prior communication of this and we would have never known if we hadnt called them. We did receive an Escrow Account Disclosure Statement dated XXXX XXXX (attached) that explained this, but we didnt receive this until XXXX XXXX, over a month later. When my husband got off the phone after 18 minutes, I called them back because I was not satisfied with the explanation given. I was on the phone for 59 minutes talking with a woman who explained that when our taxes were analyzed, they werent analyzed for county taxes, only town taxes. I went through our closing disclosure (attached) and explained that it states county and town taxes were included, and that there is a XXXX estimate of XXXX for both the county and town tax (attached.) (When I called the tax office, our town and county taxes are paid together, as one fee.) On our closing disclosure, it states that the town property taxes are XXXX a month and our county taxes are XXXX per month. When I explained this on the phone, the woman said that something seems off with the account and she isnt sure what happened, so she was going to have it audited and put it in for review herself. Again, we were told we would hear back in 7-10 business days. On XXXX XXXX XXXX, someone from Freedom Mortgage did call me (for the first and only time since this started) and I missed the call so I called back. I spoke to a man who explained our escrow analysis was incorrect for XXXX and thats why we were in a deficit. He blamed this on XXXX, stating that this is what they received from XXXX when they acquired the mortgage, but according to our closing disclosure, XXXX did their job and estimated the taxes. I have also attached the Initial Escrow Account Disclosure Statement from XXXX for XXXX XXXX-XXXX XXXX. On this sheet, it states that our payments to the escrow account would be XXXX a month, resulting in our original XXXX mortgage payment. After that document, I have also included the portion of Freedom Mortgages Escrow Account Disclosure Statement that shows their projections for XXXX XXXX-XXXX XXXX, showing our escrow payment to be XXXX. That is almost XXXX less in projected escrow payments. Freedom Mortgage clearly analyzed our taxes incorrectly, tried to place the blame on another mortgage company, and then we had to pay for their mistake so our mortgage payment went up. In that same call, the man I spoke with also told me that an XXXX payment had been applied to our account on XXXX XXXX, the same day I had previously called to discuss the escrow check, and that our payment of XXXX, not the new amount of XXXX was due in XXXX. XXXX payment had already been applied to our account, which was also reflected on their website. I asked him to tell me which account that XXXX payment came from because neither my husband, nor myself had made that payment, he said he is not authorized to tell me which account it came from. My husbands uncle knows our account information and has paid money towards our mortgage before, and we had assumed this was the case. This was an incorrect assumption on our part that Freedom Mortgage would apply money to the correct account being that all of the account information had to be on the screen, including our loan number and names. We received a letter (attached) on XXXX XXXX dated XXXX XXXX confirming the above payment. It is our loan number, however, not our last 4 digits of our bank account, which I stated in that phone call. On XXXX XXXX, I called to ask why our mortgage payment was XXXX instead of the XXXX that I was told it would be on XXXX XXXX and why on their website it still says that we owe XXXX. I was told because of our escrow deficit, but I explained that we were told on the phone of XXXX XXXX our XXXX payment would be XXXX. We then received two letters on XXXX XXXX dated XXXX XXXX and XXXX XXXX respectively (attached.) The first letter states they have been trying to contact us about our account. I have not received more than one phone call from them, nor any voicemail. The one I had received was the missed call that I previously stated. At this point, I had contact them so many times that if they needed to discuss anything about my account, they had many opportunities. The second letter states that our account is 2 payments past due and to call them. When I called them on XXXX XXXX to ask how this is possible, because we have never missed a mortgage payment, let alone been late on one, the woman told me the XXXX was rescinded and applied to the correct account. I explained that I said it didnt come from our accounts when we were told about it. She told me that it was a huge error on their part because in order to apply a payment to my account, all of my information, including our loan number, needs to be on the screen. Again, I was told that she would look into it and we would hear back in 7-10 business days. Our XXXX payment was drafted from our account on XXXX XXXX XXXX, so at this point, we were only 30 days behind because of that XXXX payment. We then received a letter dated XXXX XXXX (AFTER I called the previous day) saying they have assigned us a single point of contact. This has been of zero help because every time I do call, no one knows what the last person said. I have to ask everyone to go back in the notes and listen to the recordings. Since we had not heard back, yet again, my husband and I called on XXXX XXXX and were on the phone with them for 111 minutes. We were first connected with a woman named XXXX, and we asked immediately to speak to a manager. We explained the entire story to the manager and she said that she would apply the XXXX back to our account to take care of it. We told her not to do that, it wasnt our money, and it was just going to make more of a mess. She finally understood that we were concerned because of their mistake, now we are considered late in our mortgage and it is going onto our credit report as a late payment of 30 days, plus we are being charged late fees on top of that. She was able to get it off our credit report for XXXX (attached) since it was their error, but then told us to just go ahead and make another mortgage payment to get us caught up. I told her that since our XXXX payment was already drafted, we didnt have the money to make another mortgage payment 6 days later. She told me that there was nothing else she could do, so again, I asked for it to be escalated. I was put in contact with someone named XXXX. I explained the entire situation again, and XXXX told me that she would try to get it deferred to the end of our mortgage since it was their error so we wouldnt be considered late on our credit and we wouldnt need to pay late fees. Again, we were told we would hear back in 7-10 business days. On XXXX XXXX, not having heard back from them again, I called and immediately asked it to be escalated. I was put in touch with XXXX XXXX XXXX, who is apparently a supervisor for the loss mitigation department. She told me that since this was their mistake, she was going to try to bypass the regular application for deferred payments. XXXX said she wanted to get in touch with XXXX from my previous conversation to get all of the details correct. Again, I was told we would hear in 7-10 business days. On XXXX XXXX, I yet again had to call them. I asked to speak to XXXX and gave her ID number. She was in training that day, but I was told they put a message in the system for her to call me. I was also told that our concern was in underwriting, but that I needed to respond by a certain date and since I hadnt, they had to submit it again. I was told that if Im not notified that I have to respond, how would I ever know that and I was also told that someone would call me. I was told again, I would hear in 7-10 business days. On XXXX XXXX I called back and spoke to a man who again, put in a request for XXXX to call me back. He said he understood my frustration and hopefully they could get to the bottom of this. On XXXX XXXX I called again. I was told that I did receive a call on XXXX XXXX I went through my phone logs and didnt see a missed call from them, nor did I have any voicemail from them. I explained that now we are in the process of trying to finance our car since our lease is up and we cannot get financing because we have two payments on our credit report of 30 days late. I said that this is completely ruining our credit and in turn, our livelihood. Before this, we both had great credit. He went through the notes and explained to me that in order for the payment to be deferred, it has to be more than 30 days late. I was NEVER told this before. In order for that to happen, he wanted us to stop our automatic payment due to come out XXXX XXXX XXXX so that way it would be considered more than 30 days late and then it can be deferred. We absolutely cannot do this. Two 30 day late payments have already significantly damaged our credit, we cannot have it damaged even further. We need this resolved and taken off our credit report immediately. It is harming our livelihood, and they have gotten away with this for too long. Dealing with anyone at this company is a disgrace. My husband wanted me to escalate this back in XXXX, but I kept telling him to let them make it right. I should have listened to him because this is going on 6 months of no communication between the employees who work there, no communication between Freedom Mortgage and the customer, the employees do not seem to understand what they are doing, they all give you the runaround, they dont call you back, they dont communicate information, there are grave mistakes made. There are no notes on their website, any letter we have received from them comes an untimely two-three weeks after its dated. All of these conversations I have had with them are all well documented because they record every conversation. It says at the beginning of the call and I asked them because I have asked them to go through the recorded calls. They all seem to agree on one thing: that it was their error in the first place, but no one can do anything to help you. We have been patient enough and have given them the benefit of the doubt, but now we are escalating this in every way we possibly can. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Entered a XXXX month XXXX forbearance in XX/XX/XXXX with XXXX Mortgage. They did not stop the auto draft for our XXXX payment ( {$790.00} ), like they said, so we sent it back, per their request. In XXXX they re-escrowed our acct, with the new payment being " due '' in XXXX ( {$870.00} ) due to their error, reminder we were not making payments at this time. In XXXX we received a letter saying we were being sold to Freedom Mortgage. In mid XXXX, I called, like I was told if I needed to, to extend our forbearance. I was told to call back at the end of the month. So I did and all went well, I thought. XX/XX/XXXX statement showed a property XXXX fee for {$15.00}? Then we received a foreclosure/modification packet in the mail. I immediately called to address to the issue and Freedom Mortgage did not see the XXXX XXXX Agreement on file. They backdated it and said our mortgage was covered till XX/XX/XXXX. We were reescrowed again, new payment beginning XX/XX/XXXX, {$900.00}, due to their error. Also FM sent out the XX/XX/XXXX statement and on it showed all our payments for XXXX being {$790.00}, XXXX. XX/XX/XXXX, we submitted our paperwork to XXXX Assistance XXXX, financial statements we received from Freedom Mortgage. XX/XX/XXXX my wife spoke to XXXX, emp # XXXX, for XXXX mins. She told him we were approved by XXXX, but not sure of the final amount or disbursement date yet. XX/XX/XXXX, XX/XX/XXXX twice, XX/XX/XXXX, & XX/XX/XXXX total of XXXX mins in 5 days. We were concerned with our forbearance coming to an end. XXXX of them mentioned a XXXX day forbearance to hold us over till there was a payment and we said yes. XXXX of them asked about sending a packet in case it wasn't enough money or if something fell through, and we said that's fine, but with XXXX we can not have or do any modifications with this grant PERIOD. On XXXX, my wife spoke to XXXX, emp XXXX XXXXXXXX, for XXXX mins., she is the one that told my XXXX that XXXX XXXX a XXXX day foreclosure hold on our acct. Therefore we didn't need to worry this whole time about it effecting our credit, since we thought it was going to be XX/XX/XXXX for the XXXX payment at this point. I called FM twice that day. XXXX had requested a XXXX XXXX XXXX' card from them on XX/XX/XXXX but no response. So I called XXXX to find out when the wire would be sent. She said she couldn't send it, without the XXXX XXXX XXXX card and it couldn't be resent for another XXXX days.So I needed to call FM and have them send it. FM sent the XXXX XXXX back on XXXX. I have since called XXXX and by all accounts everything matched, $ amount included, what we sent them. XX/XX/XXXX wife spoke to XXXX, emp # XXXX, told them we officially signed XXXX paperwork and will receiving wire soon. Even received a congrats. XX/XX/XXXX FM called my XXXX explained everything about when they receive the funds from XXXX, posting to our mortgage, monthly wires, etc. XX/XX/XXXX wire was sent from XXXX for {$11000.00}. XX/XX/XXXX received loss mitigation paperwork packet. My XXXX called and made very clear " WE ARE NOT SIGNING, WE DO NOT WANT THIS, WE HAVE A WIRE THERE AS OF THE XXXX, WHERE IS IT? '' The lady said the wires from the XXXX should be posted no later than XX/XX/XXXX. XX/XX/XXXX, XXXX min phone call, XXXX am, asking where the $ XXXX wire is 10 days later?! Still not posted to our mortgage. XXXX is told calling everyday won't make it post quicker. XX/XX/XXXX is when our loan got put into loss mitigation, somehow. XX/XX/XXXX - XXXX min phone call by XXXX, in tears, to FM, after we get a letter stating we are in Loss Mitigation dated XX/XX/XXXX. The XXXX balance has been added to the back of our loan. This was without our consent or signed paperwork. And with a very large wire they knew we had waiting to post. XXXX is when our XX/XX/XXXX FINALLY tried to post. XXXX states it doesn't go into effect till XXXX but no one would reverse it or stop it. XX/XX/XXXX - XXXX min, XXXX was very rude, spoke to a XXXX, XXXX, Loss Mitigation XXXX. Told me she would look into it, it's easier to reverse before it's booked. XX/XX/XXXX - Will, emp XXXX XXXXXXXX, transferred me to XXXX emp XXXX XXXXXXXX, she told me the request was still pending and XXXX did not have any new notes. She told me the XXXX XXXX is looking into it and they would backdate the wire and payments and they should reversal the deferral. We got disconnected and I called back, we spoke a total of XXXX hour and XXXX mins. She also mentioned we were in XXXX? I replied NO. But now it shows on my credit report that I am under FM. Since then I have " spoken '' to XXXX XXXX several times, the one who signed our Loss Mitigation paperwork through XXXX, emp XXXX XXXX & XXXX, emp XXXX XXXXXXXX, XXXX, emp XXXX XXXX, XXXX, emp XXXX XXXXXXXX, because apparently he doesn't have a phone. So he only communicates through email or XXXX message. XXXX told me she saved our whole conversation, the rest did not. Also there has been a {$500.00} Loss Mitigation XXXX Fee placed on our account, not once but TWICE NOW, XXXX & XXXX! So maybe there needs to be stricter regulations on Loss Mitigation. There are tons of complaints on FM putting customers in XXXX and now I see why. Also them not posting wires in a timely manner, then not backdating them accurately. That's interest I am paying, I shouldn't be. That's $ they are earning interest on, they shouldn't be. And they didn't post any of our payments in XXXX. Which is an XXXX tax statement issue. Oh and they just reescrowed us again on XX/XX/XXXX, new payment {$860.00} starting XX/XX/XXXX. You tell me, how we are late, when XXXX is wiring {$1000.00} each month from XXXX XXXX on the XXXX or XXXX of the month?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72034
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Freedom Mortgage reports my account as Delinquent to credit bureaus even after paying off my loan. They did this for 3 times and may repeat in future. My credit score falls by XXXX points each time they report. First time their system did not pull the right amount even though I was on Autopay and they reported it as missed payment. They accepted their mistake and corrected it. My loan was paid off on XX/XX/2023. But they still reported my account as deliquent for XX/XX/2023 and XX/XX/2023. Their customer service is not helpful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX Credit Report Check your credit report for signs of theft, fraud, or error. FREEDOM MORTGAGE 30 Days Late Real Estate {$17000.00} Status XXXX XXXXXX/XX/XXXX Days Late {$200.00} This company has been committing fraud against me. It began with a disagreement about charging {$15.00} when my bank was bought out by another and the auto payment did not go through. There are several twists and turns in the story, but XXXX account manager said they were holding a check I sent ... which was to quickly bring the account to date... it did not contain the {$15.00}. They did not cash it ... all the while struggling to get the autopay restored ( spent an hour with someone and unsuccessful ) .... so much nonsense... real malice on the part of an individual who deserves to be fired and sued for what he/she did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 736XX
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I left work in XXXX due to military related disabilitied as well as XXXX related XXXX. I had little or no income while waiting on the VA to grant me 100 % XXXX. I finally was granted the XXXX a year ago. I have been working for over 2 years in trying go modify or remortgage my home so it wouldn't go into foreclosure. In XXXX I filed a XXXX XXXX, and the original mortgage company, Veterans United Home Loans ( VUHL ) of whom I signed for a mortgage with, put a Lien on the property. VUHL then turned the Note over to Freedom Mortgage Company ( FMC ). FMC is the most incompetent mortgage company in the country and i did not choose to have them as my servicer or mortgage company. FMC is full of incompetent underwriters who do not even know what the statement " or their successor '' stands for. VUHL or their successor is listed as the company responsible for a Lien on y property. I applied for Loss mitigation with FMC starting over 2 years ago. i had uploaded requested documents online to their site through my account as thy had requested. I double checked to ensure the documents properly uploaded and they sis. But somehow they had since, mysteriously disappeared. As FMC continued to demand thr same documents over and over again, violating the privacy rights of those living in y household who participate in paying bills. I sent complaints about this incompetent bunch of bufoons to my congressmans office in which they replied that i didn't send them the proper paperwork. thy had me restart the whole process over multiple times while interest rates soared, claiming they didn't recieve documents that they requested when i did send them. However, they do have the power to erase or remove any documents that I had uploaded to their system. They do it illegally, and theye commit perjury telling my congressmans office they didn't recieve the necessary documents. There needs to be an investigation of these incompetent overpaid, uneducated uderwriters, who have done nothing but caused me grief. After I had contacted my congressman, they suddenly claimed to have all the necessary paperwork and needed 40 days to make a decision. their decision was, they found aLien on the property, and gave me a couple of weeks to have it removed. i could not do this as VUHL no longer had a record of my account as they turned it over to FMC against my will and without my permission. Therefore, XXXX XXXX or their Successor are responsible for the Lien. FMC is VUHL 's successor, meaning they themselves hold the lien on the properrty, and they refused to remove it, and they denied me any loss mitigation, modifications or remortgages due to the title not bing clear. This is their fault and their responsibility. i want nothing less than this company put out of business. I akso want to be referred to a law firm who specializes in fraudulant mortgage companies as I have been caused a great deal of stress and embarrassment over this as FMC continued to have an attorney proceed with foreclosure proceedings and set a date for sherriffs sale of XXXX XXXX. now everyone i know knows my business. And this shouldn't have happened as FMC is obligated to do modifications by law. The federal government has given tax dollars to these mortgage company to forgive debt or modify, and FMC has refused to do so. I have attached a letter of their denial stating the title was not cleared. And i have attached the lien stating VUHL or their successor are responsible for the Lien. They own the lien and they should have cleared it and thy did NOT! I want to be referred to a lawfirm willing to sue, and i want the federal government to step in and strip FMC of any lisences to work in the financial industry as they are absolutely ignorant, incompetent, and refuse to follow rules and laws. And I want to sue for the embarrassment of having my house listed for sherrifs sale, when it should not have gotten to that point except for the ignorance and incompetence of the underwriters at FMC. I want them all fired and unable to pay their mortgage for a few years, as they should have to see how it feels to deal with someone like them while they worry about losing their homes. The bunch of uneducated incompetent morons!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08096
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company has responded to my last complaint claiming they couldn't take payments out if they landed on the weekend There has been payments taken out on Saturdays on several occasions XX/XX/XXXX XXXX the payment they should have taken out is XXXX, Saturday XX/XX/XXXX XXXX they should have taken out XXXX, Saturday XX/XX/XXXX XXXX they should have taken out XXXX, and XXXX XXXX XXXX they took three payments out XXXX, XXXX, XXXX, XXXX XXXX XXXX to XX/XX/XXXX is when they started taking out the correct amount ( XXXX, XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company sent me a letter saying that I am late on my payments I am on automatic payments they are suppose to take out XXXX on the XXXX of the month and the XXXX XXXX of the month they have been taking out XXXX and XXXX sense XX/XX/XXXXXXXX to XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX to XX/XX/XXXX I feel this is an error on there part and I should not have to paid late fees and extra charges
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX : Closed on a house using a mortgage company XXXX : Mortgage company used an escrow account to pay for PMI each and every month. ( I have documentation to the fact and they have even provided me with a statement saying that as of XX/XX/XXXX the PMI was good through XX/XX/XXXX. ) XXXX : Mortgage company sold my mortgage to Freedom Mortgage Corporation. XXXX - XX/XX/XXXX : Freedom Mortgage Corp used escrow to pay for PMI each and every month. XX/XX/XXXX : Freedom Mortgage Corp used escrow to pay for PMI TWICE. XX/XX/XXXX : I was alerted to this overpayment by a yearly escrow statement where they are raising my escrow payments about $ XXXX/month. I called and asked them about the double payment and was told that there was a missed payment in summer of XXXX when I asked for more details ( because this made no sense to me ), I was transferred to someone else who confirmed the missed payment was in XX/XX/XXXX. When I disputed it with documentation from previous mortgage company, I was then told that the missed payment had occurred in XXXX. XX/XX/XXXX : I formally requested ( in writing via the online portal ) four items to figure out where the missed payment actually occurred and to get information regarding the service provider for the PMI ( so I could get them to confirm/deny the missed payment via a statement from them ). XX/XX/XXXX : Freedom Mortgage Corp is refusing to provide the PMI contact information but has provided a " detail history '' of the escrow account. The detail history is full of errors. Not the least of which is that their records do not line up with the IRS 1098 Mortgage Interest Statements for any of the three years involved. ( The records Freedom Mortgage Corp has are short {$1300.00} - amounting to 5 PMI payments. ) I have asked them for more details regarding the double payment to figure out why they double paid and they are unable to explain or credit it back to my account. They are also refusing to budge on the raise in monthly escrow payment amounts that I will be owing in the near future. In addition to all of this, they over paid my property taxes ( and I have yet to see a refund on that ). Freedom Mortgage Corporation is unwilling or unable to properly maintain my escrow account. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I remove my home insurance from my current lender ( Freedom Mortgage company ) because they increase my policy and went ahead and found me another company which provide me a better prices. I decide to go renew my home insurance policy with my new company starting on XX/XX/XXXX to XX/XX/XXXX. My new home insurance company sent all documents needed to my lender so my mortgage can be in accordance so I can start paying my mortgage including my home insurance with not problem. In XX/XX/XXXX the lender company decide to do an audit on my Home insurance and decide that I have a negative balance because instead to do an audit for one year home insurance ( XXXX which is current ) decide to add an additional year ( XX/XX/XXXX to XX/XX/XXXX ) without my concern or without me having a new contract with my actual company or with out a payment from them. I called my company ( XXXX ) to see if the lender paid in advance the insurance they are trying to make me pay ( XX/XX/XXXX to XX/XX/XXXX ) or if they renew on my current home insurance where they state NO. So now, my complaint is that my lender or mortgages company is trying to make me paid 2 times my XXXX XXXX XXXX instead for the one year contract I have with XXXX which is being already paid by the lender and is part of my regular monthly payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX veteran that was approved for property tax exemption that became due on or after XX/XX/XXXX. I have submitted the required letter to my mortgage company, Freedom Mortgage on multiple occasions. Additionally, I have submitted the tax exempt letter in XX/XX/XXXX to XXXX XXXX XXXX and XXXX XXXX, where I reside in PA. I have requested multiple Escrow account analyses in order for my new, tax exempt payment to be reflected in my mortgage payment. These were requested in XXXX and XXXX. All Escrow Analyses came back with an increased mortgage payment due to my account having an escrow shortage of {$160.00}. This was communicated to me due to an increase in my homeowners insurance, which was increased by {$96.00} effective XX/XX/XXXX. I was contacted in XX/XX/XXXX by XXXX XXXX, Tax Officer in XXXX XXXX, PA stating that Freedom Mortgage incorrectly paid my tax bill to the county and township and that I would need to be issued a refund check considering I am exempt. I have since received my refund check from XXXX XXXX. To date, my account with Freedom Mortgage is still not reflecting a new lowered payment amount and still does not reflect my property tax exemption. I have contacted Freedom Mortgage via phone and their message center and have gotten no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19040
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A