Date Received: 2023-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I filed my initial complaint with the CFPB regarding my mortgage with Freedom Mortgage Company. As a result of that complaint ( Complaint ID Number XXXX ) in XXXX I received a call from XXXX, ID Number XXXX, of Freedom Mortgage. XXXX informed me the foreclosure sale would be rescinded and Freedom Mortgage would work on my application for a modification. She assured me everything was going to be alright. On XX/XX/XXXX, Freedom Mortgage responded to the CFPB complaint and stated that based on the information I submitted in XX/XX/XXXX, I potentially qualified for a modification. Their response also stated Freedom Mortgage would rescind the sale then update the account and assign me to a Single Point of Contact. No one ever called me again from Freedom Mortgage, however in XXXX I was served an eviction notice by Veteran Affairs. At that time, I called Freedom Mortgage and was told the account still showed up as foreclosed. I appeared in court on XX/XX/XXXX. The attorney for Veterans Affairs had no knowledge of the sale being rescinded. After presenting the court with our documents, a continuation was granted. On Tuesday, XX/XX/XXXX I spoke to XXXX of Freedom Mortgage, ID Number XXXX. Per our conversation, the notes on my account reflect that a request to rescind the sale was submitted on XX/XX/XXXX. In Coreys words, they are trying to figure out how to do the rescission. In the meantime, because Freedom Mortgage has not communicated with the VA, the VA is moving forward with the eviction case in the local courts I have another hearing scheduled for XX/XX/XXXX. If the court does not grant another continuation, I am in danger of being forced from my home. My complaint is # XXXX. Freedom Mortgage has failed to communicate with the VA and as a result I may be forced from my home. # 2. Freedom Mortgage delayed the process to rescind the foreclosure sale which is in turn delaying my right to be reviewed for a modification. # XXXX. As documented in my initial complaint, Freedom Mortgage continues to exhibit a consistent pattern of denying me the opportunity to keep my home. I have attached a copy of my initial complaint and the response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To, Freedom Mortgage Corporation XXXX # XXXX ( XXXX ) BPO DISPUTE FILE # XXXX - removal of Private Mortgage Insurance ( PMI ) based on Property 's Current Market Value Dear Freedom mortgage team, I am in receipt of your BPO decision dated XX/XX/XXXX, noting a broker price opinion conducted by XXXX XXXX XXXX of Clear Capital Real Estate License No. XXXX, to assess the removal of private mortgage insurance, is based on factually incorrect facts and figures pertaining to my property located in the graduate hospital, XXXX PA XXXX when compared to the official City of XXXX official property and tax assessment records. Discrepancies noted in the BPO/ Reason for Dispute : Please note the following discrepancies that have been noted which question the quality of the BPO that was conducted. 1. The BPO used outdated/factually incorrect above-grade gross living square footage of XXXX square feet to price the property in their comparative market analysis. The correct above-grade gross living square footage is 1186 square feet as evidenced by the City of XXXX Property assessment records and the physical measurements conducted by the appraisal at loan origination ( See appendix A-B ). Further, this gross living square footage was confirmed in an appraisal ordered by Freedom Mortgage at loan origination where the property was physically measured by the assessor/appraisal Please see the report prepared by XXXX XXXX XXXXXXXX XXXX XXXX ( Appendix C, D, E ). 2. Tax assessment based on the correct square footage and improvements for the property is {$430000.00} for the tax year XXXX as listed on the City of XXXX Property Assessment Website. The BPO lists the value of the property as {$36000.00} below the current tax assessment for this property using outdated/factually incorrect gross living above-grade square footage. This is a serious discrepancy that needs to be resolved. 3. The BPO lists the property as having forced heating when a permitted HVAC with Central Heat and Cool air is currently installed in the property which is visible in the Broker 's photos. 4. The BPO used listings 3-5 from the POINT BREEZE neighborhood when the current property is in the XXXX XXXX neighborhood of XXXX. Although, the neighborhoods have the same zip code as XXXX the markets in terms of market value are totally different. The broker skipped several recent sales and listings on XXXX and XXXX XXXX and offered listed properties in a different neighborhood to come to their conclusion. 5. The current property has 594 square feet of below-ground semi-finished basement space but the broker lists this as 0 sq feet ( See Appendix C, D, E ). Please kindly consider this as a request to appeal the decision of the BPO that was conducted based on factually incorrect property characteristics and therefore does not meet the burden of proof to support the factually flawed assessment. Thank you and I look forward to a favorable adjudication of this appeal considering the supporting evidence ( both old and new ). See Appendices A-E cited below for reference and supporting evidence. Best,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Charged the incorrect amount on XX/XX/23. Escrow statement dated XX/XX/23 says my new payment is {$1400.00}, effective XX/XX/23. I was charged {$2200.00} on XX/XX/23. Want the charge reversed and the correct charge effectuated. I called in no less than 4 times about this matter in advance and promised that I would be charged the correct amount. I've had to make a CFBP complaint 4 times now because Freedom makes so many mistakes and the folks there seem to be unable to manage my escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unfair, deceptive, or abusive business practices of Freedom Mortgage Company. We had water leak in our kitchen back in XX/XX/XXXX. After debating with our homeowners insurance company, XXXX, for payment for over a year, a check was finally released in XX/XX/XXXX to both myself and husband and our mortgage company - Freedom Mortgage. Freedom Mortgage is not releasing the funds in a timely manner to allow us to pay for materials or labor costs to our contractor. Every time we call and speak to the Loss Department... we are told something different as to what is needed for the funds to be released. Their website nor the packet they provided to us provides clear guidance/steps as to how the loss process will work or provides any information as to when or what determines the amount ( % ) of funds which will be released. The process should be clear, standard so their customers can properly plan for their repairs. _____________________________________________________________________ According to the Freedom Mortgage 's website : XXXX XXXX XXXX " For losses of more than {$40000.00}, you will need to send us the claim check, which we will deposit in a restricted escrow while we monitor the progress of your home repairs. Please be sure to endorse the check before you send it to us. Well also ask for the adjusters report, signed and accepted proposals from your contractors, and other documents. Once we have all these documents, well explain to you how the funds in your escrow fund will be paid out and how we will monitor the progress of repairs and confirm they are complete. Funds from your escrow account are typically paid in stages, beginning with an initial payment followed by additional payments. If there are funds left in the escrow account after the cost of all the repairs have been paid, these funds will be sent to you. _____________________________________________________________________ All the required paperwork as instructed was provided plus estimates, contracts, photos, and receipts demonstrating status and why more funds are needed. The adjuster 's worksheet states scope of work is for dwelling - kitchen includes drywall, painting, replacement of baseboards, cabinets, backsplash, and countertops. We are requesting the repair funds to pay for only kitchen repairs material and labor costs. The check from XXXX XXXX XXXX sent was for {$79000.00} for Kitchen Repairs Material Cost of cabinets : {$59000.00} + XXXX ( Shipping ) = {$60000.00} - Invoice # XXXX was provided Cabinet hardware : {$650.00} - Invoice # XXXX was provided. Countertops/backsplash : {$15000.00} - Invoice # XXXX was provided. Total : Before labor cost {$76000.00} ( leaves a remaining balance of {$3500.00} the funds ) Kitchen Labor Costs : Painting, cabinets installed, and drywall repair costs are well over the remaining {$3500.00} Initial draw received from Freedom Mortgage : {$40000.00} We paid {$30000.00} initial deposit on cabinets to order ( Shown on invoice # XXXX ) We paid {$10000.00} initial deposit so contractor starts work ( Shown on invoice XXXX ) ( we paid {$330.00} own money ) Balance : ( - {$330.00} ) *The amount provided didn't even cover anything on Invoice # XXXX balance {$15000.00} ( we paid {$12000.00} own money ) Kitchen tasks completed : 1. Drywall repair/painting/electrical/plumbing is complete 2. Cabinets and hardware delivered, installed, and complete 3. New appliances have been delivered 4. Countertops and backsplash have been ordered Kitchen tasks still pending : 1. Countertop and backsplash installed 2. New appliances installed We have the money to cover costs out of pocket but what about consumers who don't. In addition, what would happen to these small businesses if they are not paid in a timely manner?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Subject : Complaint Against Freedom Mortgage for Withholding Insurance Disbursement Dear Consumer Financial Protection Bureau, I am writing to file a complaint against Freedom Mortgage for holding onto my home insurance disbursement and forcing me to complete repairs before releasing the funds. It has been over two months since they received the insurance payment, and they continue to claim that my home is not completely repaired based on inspection they commissioned who was instructed to only check a portion of the repairs. This is despite the fact that the funds should be released directly if the amount is under {$40000.00}. My home was severely damaged by Hurricane Ian, and a public adjuster estimated the repair costs to be {$220000.00}. The insurance company, UPC, paid only {$30000.00}, which significantly undervalues the damages. I have already spent {$100000.00} on repairs and have provided proof, including before and after photos, material receipts, contractor invoices, and lien releases. Freedom Mortgage initially informed me that they would endorse the insurance check and return it within a week, as the amount was under {$40000.00}. However, after receiving the check, they claimed that my loan was not current at the date of loss, and the limit changed to {$20000.00}. This is not true, as my loan was never late, and I requested and was approved to Loss Mitigation the day after the hurricane. This can be verified through my credit report, which shows no late payments on any account. Since the limit was reduced to {$20000.00}, Freedom Mortgage required an inspection verifying the percentage of work completed and a waiver of lien/sworn statement from the contractors. The change in requirements after receiving the check is highly suspicious, but I had no choice but to comply. Despite explaining my situation through multiple calls and emails, Freedom Mortgage insisted on an inspection that takes weeks to be done. The inspector assessed only part of the repairs and submitted a report claiming only 56 % of the work was completed, without providing any justification. While waiting for the inspection, I received a check from Freedom Mortgage for {$7500.00} without reasonable explanation. I have been forced to provide proof that the work was completed, including documentation of all repairs, photos, contractor invoices, and lien releases. Even if the work was not done, this is abusive, as they are forcing me to pay for repairs that cost more than estimated before disbursing insurance payments. I have submitted all the requested documents and they have accepted and finally submitted another payment of {$9400.00}, which Im yet to receive, totaling 56 % or the amount paid by the insurance. Freedom Mortgage has held the insurance funds for months without reasonable justification. I never chose them as my mortgage company, as they purchased my loan from another company. I am now stuck in a difficult situation, hoping for additional state funds to cover repair costs that the bankrupted insurance company didnt pay knowing Ill have the same problem when the checks need to be endorsed by Freedom Mortgage again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We live in a condo and in our Association fees we pay for insurance coverage, including wind mitigation for external and internal. Our Lender, Freedom Mortgage, is claiming the wind policy excludes for improvement/betterment and are forcing us to pay an additional $ XXXX for a policy through them. I have sent them all of the documents, proving there are no exclusions in the policy, and that, in the circumstance there is damage to property outside and inside, regardless of renovations, the property is covered. They do nothing but send the exact same response. Also noted, our Association has had the same coverage since we moved in XX/XX/2018 and the Lender approved this policy as valid coverage for previous years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33069
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX, XXXX, a letter was sent to Freedom Mortgage, that included the following details : On XX/XX/XXXX, I entered into a mortgage with my wife 's grandmother. During closing time, I noticed an error in the paperwork and mentioned it to title and my lender. A correction was never made in the closing documents. As a result, the Warranty Deed which was filed incorrectly on record by Freedom Mortgage to XXXX XXXX, TX. The deed was filed as Tenants in Common. The deed should have been filed as Joint tenancy with rights of survivorship. Grandmother tragically passed away on XX/XX/XXXX. I have contacted Freedom Mortgage on numerous occasions, including communications via their message center through the app. I have sent messages on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have also contacted them through the end of the year and the beginning of this year regarding her death to get the deed fixed. I kept getting generic messages and when I called, I was either transferred to someone else, or got a different answer every time I called. The issue is that on the Uniform Residential Loan Application Form - XXXX XXXX XXXX XXXX on page 14 of 16 under L2 Title information, the section was left completely blank where it states " Manner in Which Title Will be held ''. This was a mistake done by Freedom Mortgage and also the warranty deed was filed by Freedom Mortgage. I contacted the County clerk 's office who told me that an affidavit for the deed can be filed since there was a mistake in the paperwork. It also states in the Deed of Trust that corrections could be made. After sending this letter in XXXX, their response seemed automated and stated in a letter that no changes would be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76052
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have my mortgage payment set up to pay automatically from my bank on the first of each month ( when its due ). Last XX/XX/2022 after my payment was sent on time, I later got a check in the mail from Freedom Mortgage with no correspondence or any other information. I supposed it could be an XXXX refund. Next after my XXXX payment I received a notice my XXXX payment was late. I disputed this both with the bank and the credit agencies. For the next 4 months each of my on time payments went to the previous month continuing to show I was late. I finally had to make a double payment in one month to correct it, but they had reported me late 5 times because of their mistake, I am current and still have my payment deducted from my bank each month. This has hurt me credit score and my current ability to refinance due to no fault of my own and I need this corrected! Thank You
Company Response:
State: TX
Zip: 764XX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to access my mortgage account online. Freedom Mortgage has taken away my online account to manage my payments, escrow, principle payments etc,. because my loan is an assumption. I assumed this loan from the ex husband and it is court ordered and my account access has been taken away from the mortgage company Freedom Mortgage and it is not allowing me to access my account online. Freedom Mortgage has shared that I don't have access and they won't grant it on XX/XX/XXXX. I assumed this loan on XX/XX/XXXX and have had access to this account since them and now they have taken it away as it seems their IT team can't figure out how to redact the prior borrower 's information. I want my account access back. Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to file a formal complaint against Freedom Mortgage Corporation ( " Freedom Mortgage '' ), a mortgage servicing company that I currently have my home loan with for the above mentioned legal address and loan number. On XX/XX/, I submitted a letter of complaint to Freedom Mortgage via their online service portal, detailing my dissatisfaction with their service and the issues I have experienced with their escrow department. However, in a call I had with a representative named " XXXX '' in their escalations team, I was informed that they were not handling my complaint and did not know where it was. As a result, I sent the same letter to their email on XX/XX/, and have not received any acknowledgement of receipt or response as of the date of this letter. In the aforementioned letter to Freedom Mortgage, I expressed my disappointment with their service and the trouble I have had with their escrow department, including an erroneous escrow surplus check I received in XX/XX/, an escrow shortage notice I received in XX/XX/, and the misapplication of my extra payments to my loan principal. Despite numerous phone calls and requests for an explanation, I have not received a satisfactory resolution to these issues, and I am deeply concerned about the handling of my escrow account. Furthermore, on XX/XX/, I also requested to have a copy of my loan agreement sent to me, but as of this writing, I have not received it. This lack of response and unresponsiveness is unacceptable and only adds to the growing list of issues I have had with Freedom Mortgage. I am seeking the assistance of the Kentucky Department of Financial Institutions in resolving these issues and holding Freedom Mortgage accountable for their poor service. As a borrower, I have the right to be treated fairly and with respect, and I believe that Freedom Mortgage has violated these rights by their handling of my account. Thank you for your attention to this matter. I have enclosed a copy of my original letter to Freedom Mortgage for your review, and I look forward to hearing from you soon. Below is the body of the letter I submitted on the Freedom Mortgage online service portal. This letter was also emailed to a member of the Freedom Mortgage Escalation team. To Whom It May Concern, I am writing to express my extreme disappointment with the service I have received from Freedom Mortgage. I have been a customer of your company for several years now, and I have never experienced such frustration and inconvenience as I have with your escrow department. In XXXX of this year, I received a check for {$680.00} from your escrow department, which was supposed to be a surplus because your department had determined that my real estate taxes were only {$80.00}. However, in XXXX, I received another letter from your company informing me of an escrow shortage of {$890.00}. When I called customer service to inquire about this, I was told to mail a check for the shortage amount and mark in the memo " for escrow account, '' which I did promptly. The check was cashed by your organization on XX/XX/. Since then, I have made two extra payments of {$1000.00}, but your company has not corrected my payment and has not applied the proper curtailments to my loan principal as expected. Instead, I am still being charged {$1000.00} as a payment. I demand that you fix my escrow account immediately. Furthermore, I was misled by your company this year, and I feel that my rights as a borrower under the Dodd Frank Act have been violated. I demand that you retroactively pay my curtailment principal for the months of XXXX and XX/XX/2023 rather than apply the curtailment for this month, since your company did not properly apply my escrow payment on XX/XX/2023. I do not believe the Freedom Mortgage Escrow and Customer Service representives are properly trained in handling my requests over the phone, as every time I call in, they try to peddle me to another department or ask that I submit an online request. I have spent countless hours on the phone with your representives trying to resolve this issue, and I am tired of the inconvenience and frustration that your company has served me. As a result, I do not wish to speak over the phone with any representatives of Freedom Mortgage. Instead, I request that you communicate your action plan to fix your mistake through my email at XXXX. I believe that this will allow for a more efficient and effective communication process and will help to resolve this matter in a timely and satisfactory manner. I understand that your company is the largest provider of VA loans, but I feel that my business has been reduced to just a number to you. I hope that you will take my concerns seriously and take the necessary steps to correct this situation promptly. Lastly, I want to express that if your company can not find the time, or competence, to correct your Escrow department 's errors when I make the XX/XX/2023 payment, I will have no choice but to pursue complaints with Consumer Financial Protection Bureau ( CFPB ), the Federal Reserve System, the Office of the Comptroller of the Currency ( OCC ) and the Kentucky Department of Financial Institutions. As a customer, I expect to receive proper and fair treatment from my mortgage company. If your company is unable or unwilling to provide that, I will have no other recourse but to escalate my complaints to the proper regulators. This letter is being submitted online through the Freedom Mortgage online customer service portal on freedommortgage.com. I hereby certify that the above information is accurate and truthful to the best of my knowledge. This letter serves as a legal document and a formal notice of my dissatisfaction with the service provided by your company. I reserve all rights to pursue legal action and/or file a complaint with the appropriate regulatory agencies if this matter is not resolved in a timely and satisfactory manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40515
Submitted Via: Web
Date Sent: 2023-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A