Date Received: 2024-02-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/XXXX, I contacted Freedom Mortgage to schedule an inspection so funds can be released to our General Contractor ( GC ) so our rebuilding can continue. I was informed it will take 8-10 business days for the inspector to contact our GC to schedule the inspection and submit their report. The inspector never contacted our GC. On XX/XX/XXXX I emailed our Loss Draft Processor ( LDP ) of Freedom Mortgage, XXXX XXXX, regarding the delay. He replied that the inspector was still within the 10 business days timeframe. On XX/XX/XXXX, the 10th business day, I called Freedom Mortgage to inquire about the inspector never contacting our GC to schedule an inspection for the 2nd draw process. The Loss Draft Rep ( LDR ), XXXX, of Freedom Mortgage stated the inspector already submitted his/her report with pictures on XX/XX/XXXX. I informed the LDR XXXX that this was an error or falsified report as the inspector never contacted our GC to inspect the building site. I asked for escalation to upper management and LDR XXXX stated she has put in notes and management has 24 hours to respond. I had replied that I wanted a call by management by End of Business ( EOB ) XX/XX/XXXX. I informed her that since all calls were recorded they should have that on record. I have also asked to speak directly to our LDP, XXXX XXXX, and was told she could not transfer the call but placed me on hold to message him to call me. He never did. I sent follow up emails on XX/XX/XXXX and today, XX/XX/XXXX, to LDP XXXX XXXX and copied the Loss Draft Department. No response received. We have been displaced from our home since XXXX XXXX ( XX/XX/XXXX ) as our home was damaged, destroyed and deemed unsafe to live in by XXXX XXXX, FL. Our insurance company, XXXX, paid out our policy completely so that we could start the rebuild process. Our house had to be demolished and rebuilt from scratch. All funds were submitted to Freedom Mortgage. We have been paying both rental costs as XXXX as mortgage payments along with all other living expenses and bills. We have been compliant with everything Freedom Mortgage requested to ensure that the funds will be released to give to our GC to continue with the rebuild process. So far we have only received one draw payment {$17000.00} mid/late XX/XX/XXXX, after the first inspection in XX/XX/XXXX. Our GC was ready for the 2nd Inspection so I called Freedom Mortgage on XX/XX/XXXX to have the inspection ordered and I was again told that the inspector will call our GC directly to schedule ( as Freedom Mortgage has no control over the timeframe since the inspection is done by a 3rd party inspection company ). The inspector never called our GC to schedule the inspection. Our insurance company XXXX XXXX XXXX paid out our policy in its entirety ; yet, the one delaying our rebuild is the mortgage company, Freedom Mortgage. We have been displaced from our home over a year and 5 months now. We just want our house finished so we can return home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-12
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My existing mortgage is through Freedom Mortgage. I assumed the loan. I was on the loan originally with another borrower but assumed the loan to where I'm now the only borrower. I used to have online access to manage the loan but no longer do. Freedom Mortgage has closed my online account and has stated they're unable to provide access to my loan online. This is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68135
Submitted Via: Web
Date Sent: 2024-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: XXXX XXXX Service Member Frustrated by Delays in Freedom Mortgage VA Loan Assumption - As an XXXX military member, I've been trying to purchase a home in Georgia using a VA loan assumption through Freedom Mortgage since XX/XX/XXXX. However, despite being under contract for months, I still don't have a closing date. Freedom Mortgage cites understaffing and workload for the delays, but their lack of transparency and communication is incredibly frustrating. We've repeatedly contacted our loan officer for a concrete timeline but only received excuses and no clear answers. This situation feels unfair and disadvantageous. We've been patient, but the lack of urgency and repeated requests for already submitted documents feel like intentional stalling. This delay impacts not only my ability to finally own a home but also the seller who can't close on their next purchase. This shouldn't be a drawn-out struggle, and Freedom Mortgage needs to prioritize my loan with clear communication and efficient processing. It took several weeks for the sellers to secure approval for the loan assumption document, delaying my engagement with Freedom Mortgage. My initial contact with them was in XX/XX/XXXX. However, during several attempts to initiate the process, some customer service representatives couldn't locate the necessary document. This required me to repeatedly call, hoping for a representative who could find it. Eventually, I requested the exact location of the file from a representative to expedite the process. Fortunately, I managed to schedule an appointment with a loan officer on XX/XX/XXXX. Following the conversation with the loan officer, I received the packet from Freedom Mortgage on XX/XX/XXXX, and promptly returned it with the required document. Although Freedom Mortgage received it on XX/XX/XXXX, I didn't hear back until XX/XX/XXXX, when my loan processor requested additional documentation, including bank statements, pay stubs, and closing attorney information. During this call, the loan processor stressed the busyness and understaffing of their assumption department, indicating a potential 30-60-day processing timeline from XX/XX/XXXX. Despite our patience, there was no further communication until XX/XX/XXXX, when the loan officer requested the homeowner 's insurance information. Subsequent emails were sent to the closing attorney 's office on XX/XX/XXXX and XXXX, XXXX, seeking title information. On XX/XX/XXXX, Freedom Mortgage informed us that we had a new loan officer. However, whenever we reached out via phone or email for updates on our loan status, it typically took them 24-72 hours to respond, citing being busy and understaffed as reasons for the delay in providing a closing date. After numerous attempts to contact them, we finally received a call from the loan officer on XX/XX/XXXX, requesting additional documents. Although she promised to email a list of required documents, we didn't receive it until XX/XX/XXXX, resulting in over a week of wasted time. What's more frustrating is that many of the items on the list were duplicates of documents we had already submitted in XX/XX/XXXX. Then, on XX/XX/XXXX, we received another email from the loan processor with additional requests, most of which were already submitted in previous correspondence. Despite amending our closing date multiple times, initially set for XX/XX/XXXX, to XX/XX/XXXX, the loan officer still expressed uncertainty about closing in XXXX. This prolonged process has now stretched for over 5 months, causing financial strain as we continue to pay rent instead of making mortgage payments, and having to transfer funds from our savings account, missing out on potential interest. The lack of urgency and accountability from Freedom Mortgage is concerning, especially considering the impact on service members like us and the sellers, who are also affected by the delay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Fees or costs during the application process
Consumer Complaint: I received an email to potentially refinance with Freedom Mortgage, my current lender. I asked repeatedly if there would be any fees associated with a refinance and I was told No on a recorded line. With that information I agreed to run my credit to begin the application process. 5 minutes after I hung up I received a call back saying there was a mistake and there would be a {$3000.00} fee. That changed everything but my credit was already pulled. I asked to speak to a manager and they say they would talk to their legal team to remove the inquiry. Ive called multiple times to follow up and have received nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2024-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: We have been in the process of assuming a XXXX mortgage with freedom mortgage since XX/XX/2023. After about a month of waiting and calling, we were finally assigned someone to process the application. Another month passed and that processor reached out, asking for more information to close up the deal. We submitted all information and never heard from him again. A new processor reached out to us in XXXX to tell us that the other person didnt work with freedom anymore and that she would fast track our assumption quickly. We have not heard from her since. No one will respond to phone calls or emails. This is the absolute worst service we have ever experienced. The seller is losing money, we are losing money. Can someone please help? I dont think I will ever take a loan with freedom mortgage again in my lifetime.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I have been trying to assume the VA Mortgage Loan of my deceased husband since XX/XX/XXXX. It is now XXXX XXXX XXXX ( 156 days if anyone is counting ). The biggest issues with Freedom Mortgage ( " FM '' ) are lack of communication, transparency, and following through with what they say they will do or are doing. XXXX - messaged FM requesting what documents were needed for the mortgage to be transferred into my name. I explained that the title of the property was officially transferred into my name and provided a copy of the court documentation. XXXX XXXX FM replied to my message from XXXX and informed me that I needed to provide documentation to determine if I qualify as a successor in interest. XXXX - I provided the Recorded Deed/Court Order transferring the property into my name for the second time. XXXX - FM replied to my message, addressing my deceased husband instead of me, acknowledging receipt of the court documentation provided on XXXX, stating further research was needed on their end and their research should be completed by XXXX XXXX XXXX FM responded with a completely different perspective, acknowledging my request to transfer the property and then stating : " We apologize for the inconvenience this matter has caused. We currently do not have a program to remove a name from the loan. The Note associated with the obligation to repay the debt was executed by ( Deceased Husband 's Name ). In order to remove a party from the loan, the loan would have to be refinanced. For information regarding refinancing, you may contact a Loan Consultant at ( XXXX ) XXXX for your home financing needs. '' They were ignoring the fact that I was eligible to assume the loan as the surviving spouse and trying to push me to refinance and obtain a new loan. XXXX - I responded explaining the situation and requested again for FM to advise what, if any, additional info was needed for this to be processed and the loan to be assumed by me the surviving spouse. XXXX XXXX FM messaged me acknowledging my request to assume the loan and that I indicated that I may be a successor in interest to the borrower. They continue on with saying additional info is needed to determine whether I qualify as a successor in interest. They then say they will need to review a list of documents ( only one of which was required for the situation ). XXXX and XXXX - I called to check the status and verify that someone was reviewing the documentation I provided and whether I had been approved as the successor in interest. Both times, no one was able to connect me to someone within the Assumption department. I learned quickly that they were short staffed and instead of allowing you to wait on hold to talk to someone within that department, the call overflow goes to the Loss Mitigation department. I can tell you that as of XXXX, that is still the case and you will not ever get transferred to someone in the actual Assumption department. They will tell you they are transferring you and the person that answers is 100 % of the time in the Loss Mitigation department. On XXXX - I also called the VA Home Loans hotline to speak with someone at the VA, seeking assistance since I felt like I was going in circles with FM and getting nowhere. The person with the VA said they were going to contact FM to find out what was going on. XXXX - I received a call from XXXX with the Assumption department. She basically explained the first step was getting approved as successor in interest, then explained the fees associated with assuming the loan and the assumption package that would need to be completed. Then transferred me to XXXX who I requested the status of my successor in interest application. She told me to wait to check next week for an approval. XXXX - I called FM and spoke with XXXX XXXX to check the status of my successor in interest request. They opened a request for successor in interest during the call because they said they did not see an open request. Then they transferred me to XXXX XXXX ( Loss Mitigation ) who said they could see a request in the system for successor in interest and the deadline for FM 's completion of review was XXXX and to call back that day. XXXX - I spoke with XXXX XXXX to check the status and she informed me that I was approved as successor in interest. She started the process for assuming the loan and would mail the assumption package to me. XXXX - FM mailed me a letter stating they verified my identity and ownership interest in the property and that I was now a confirmed successor in interest on the loan account. XXXX - I messaged FM a completed and executed Assumption Request Form. I also faxed the same form on XXXX to FM. XXXX - Received call from FM XXXX XXXX. They stated they were calling to confirm that I had submitted an assumption request and whether or not I was still wanting to assume the loan. I again stated, yes, that is what I have been trying to do since XXXX, please proceed. They scheduled an appointment for me with a loan XXXX, XXXX. XXXX - XXXX XXXX called me and took my employment and financial information. He stated that everything looked good and I would receive two emails within XXXX days to electronically sign documents and that a packet would be mailed to me. XXXX - I received the two emails XXXX said I would. I e-signed the documents. XXXX - I received the loan assumption packet in the mail. XXXX - I returned the completed/executed assumption packet to FM via XXXX. I did not receive any correspondence from FM until XXXX XXXX- XXXX XXXX emailed me stating that my assumption had been reassigned to him from another former employee. He then went on to state " facts '' that were clearly not related to my account such as divorce and needing proof of how I was paying my rent, when I was a surviving spouse/widow and have been paying the mortgage since my husband 's death over 2 years ago. XXXX - I called to try to get clarification on my loan assumption status and correct the info that was erroneously given, and left XXXX a voicemail since it said he was out of office. I requested to be transferred to XXXX XXXX, XXXX XXXX manager and was told that she was out of office. I was transferred to customer service, XXXX XXXX who then said she would transfer me to loan assumption department, XXXX XXXX with loss mitigation answered and stated they would email XXXX on my behalf to request that he call me. I received a call later that afternoon from XXXX in the loan assumption department. I explained the confusion and she sent an email to XXXX and XXXX, requesting they contact me. XXXX - XXXX XXXX called me to follow up on my previous day 's call to make sure my issue had been resolved. I informed her that I was still waiting for either XXXX XXXX or XXXX XXXX to call me. She then sent an email to XXXX and the Assumptions dept. requesting they call me. XXXX - I called XXXX and XXXX and left them both voicemails to inform them that I still haven't received any correspondence from XXXX or XXXX. XXXX - I called and left voicemails for XXXX XXXX, XXXX XXXX, and XXXX XXXX. XXXX - I called XXXX and his voicemail said he was out of office. I called XXXX and she messaged XXXX and XXXX through Teams and didn't get a response from them. She resent the email from the previous week to them and copied her manager and said she would call me tomorrow. XXXX - XXXX called me in the morning to let me know that XXXX asked XXXX to call me today. XXXX called me that afternoon while I was on my way to an appointment. We scheduled a callback the next day at XXXX XXXX XXXX - XXXX called me and acknowledged receipt of additional documents he requested. He stated that he was waiting on the VA team to confirm nothing else is needed, then he will send to underwriting. He said that he would call me back on XXXX, XX/XX/XXXX at XXXX XXXX to let me know the status and if anything else is needed. XXXX never called me or emailed me after that. XXXX - I called and left XXXX a voicemail after he didn't call me at our scheduled time. XXXX - I called and left voicemails for both XXXX and XXXX requesting they call me. I am still waiting for a return call from someone to provide the status of my loan assumption.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64138
Submitted Via: Web
Date Sent: 2024-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 ( a ) states, " There is a need to ensure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. Due to the clear violations I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states, " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' Freedom Mortgage Corporation is also considered a financial institution by definition under that title. 15 USC 1681 section 604 ( a ) section 2 states that, " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' Freedom Mortgage Corporation, the financial institution, and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX and Freedom Mortgage Corporation, whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that, " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' Freedom Mortgage Corporation has never informed me of my right to exercise my nondisclosure options. Not only that, but 15 USC 1681C ( a ) ( 5 ) states, ''Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information : Any other adverse item of information, other than records of convictions of crimes, which antedates the report by more than seven years. '' This account is an adverse item they are reporting against without my permission which is against the law. 15 U.S. Code 1681s-2 ( A ) ( 1 ) A states, " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. '' 15 U.S. Code 1681e states, ''Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. '' XXXX and XXXX are not maintaining reasonable procedures. 16 CFR 313.7 states, " you must provide a clear and conspicuous notice to each of your consumers that accurately explains the right to opt out. '' Also, 12 CFR 1016.7 states that, " A consumer may exercise the right to opt out at any time. '' I have already previously requested to opt out of your reporting yet it still continues, including harassing phone calls/voice messages to my phone as well as my family member phones, excessive daily mailings publicly publicizing my personal mortgage/foreclosure information which includes threatening outcomes, and even human solicitors visiting my home/ringing my doorbell all hours of the day. So to repeat my previously expressed wishes to opt out, I am opting out of your reporting services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XXXX XXXX, XXXX XXXX, and XXXX XXXX Freedom Mortgage tried auto drafting my partial ( bi weekly ) 3 times, each causing NSF from my bank. I manually paid the amount on XXXX XXXX and returned payments to monthly payments on the XXXX. Today, the XXXX, I receive another NSF for the XXXX and confirmed with the bank they attempted to draft again. Two different calls with freedom ended in " we didn't pull that payment, the bank must have tried to send it or something else ''. I repeatedly asked for a manager or some type of escalation but they refused. Ultimately, I placed a stop payment with my bank for the specific partial payment amount to avoid this. I'm now out an additional {$29.00} because freedom refuses to acknowledge their mistakes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: We started the escrow process on XXXX XXXX XXXXXXXXThe seller then contacted Freedom Mortgage about the assumption process who an agent then told him that an assumption packet would be mailed to us within XXXX weeks. This packet was never sent to us. The seller than called Freedom Mortgage after XXXX weeks and us not receiving a packet. They stated that we have to complete an application for the packet before it would be sent. The soonest appointment they had was XX/XX/XXXX. At this appointment I spoke to XXXX whose number is XXXX and she said wed be receiving a packet that will be overnight but will be delivered in a few days? We actually received the packet on XX/XX/XXXX and sent it out the same day. She also stated processing would take XXXX business days once the packet is received. I then called Freedom Mortgage on XX/XX/XXXX to get into contact with my processor XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX ). I spoke to XXXX in the XXXX department in which he said he would have her call back that same day. I received no phone call or follow-up. The following Monday I called Freedom Mortgage ( XXXX ) back and was able to get into contact with XXXX. She stated that this was her first time looking at the packet and that it looked as if everything was there. She also stated the under-writing process will take XXXX weeks to process the packet. She also stated that she would have the packet processed that Tuesday. I submitted XXXX XXXX XXXX on XX/XX/XXXX to Freedom Mortgage as well as contacting the XXXX XXXX XXXX XXXX we were pulled out of underwriting with documents requested. We submitted the documents the same day. XXXX XXXX I called XXXX whose number is XXXX, and she stated she need an updated title before we could go into a second under writing which is not true per XXXX guidelines ( XXXX Pamphlet XXXX ). Freedom Mortgage is yet again in Non-compliance with circular XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Freedom Mortgage told us it would take XXXX days to close on an assumable loan. Its been XXXX days. They sent off paperwork to our title company, but when the title company reached out for clarification on the paperwork, Freedom Mortgage did not respond. This has been the case from day XXXX with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The seller has agreed & signed a contract that expires XX/XX/XXXX. We could lose out on this house because of Freedom Mortgages negligence resulting in the seller losing confidence this will actually happen. Please help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23601
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A