Date Received: 2023-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Company Freedom Mortgage failed to pay for my flood insurance back in XXXX of XXXX. I had refinanced my home during that time, and they used the wrong loan number. I did not receive any info that my flood insurance had not been paid till early XXXX. When Freedom mortgage tried to pay my insurance, the policy had been terminated. I am now being asked to get a new quote which is going to cost me XXXX versus the XXXX that i had been paying for the last 5 years. This was a mistake made by Freedom Mortgage and they should be responsible not me the homeowner. I have all the backup documentation needed. We tried to go to XXXX XXXX and have them reinstate my last policy, but they said since payment was late, they would not honor my old amount. I could be contact at XXXX. Home address is XXXX XXXX XXXX XXXX, XXXX, Fl. XXXX or via e-mail XXXX It is not fair that i get penalized because of mistake that freedom mortgage made. contact for Freedom Mortgage is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage continues their unethical and illegal tactics in order to steal the equity from my home. They are not just stealing it from me, they are stealing it from the taxpayers and the government because this is a USDA loan. They intentionally lie, misplace, mislead and obstruct my multiple attempts over the last XXXX months to submit a package to be reviewed and considered for loan modification. Now the house is scheduled to be sold on XX/XX/XXXX. On XX/XX/XXXX I called in to check on my loan modification submission. They told me that all I needed to send in was updated pay stubs. I submit all of my documents via email and this was received and I called in on XX/XX/XXXX for an update. They told me that MY PACKAGE WAS COMPLETE AND THAT THE UNDERWRITER WAS GOING TO REVIEW AND I WOULD HAVE A WORKOUT DECISION WITHIN 30 DAYS. They said the only thing I needed to do was to continue to send my bank statement and my wife and my paychecks monthly. On XX/XX/XXXX I sent in the most recent paychecks as well as bank statement. Freedom called me on XX/XX/XXXX and told me that I had been sending in paychecks for my wife, and that they needed the full paystub that included the deductions and year to date. Freedom had my full package on XX/XX/XXXX but it was not until XX/XX/XXXX that they requested the additional information ( keep in mind they already had the paycheck!!! ) and it was sent the same day. XXXX days later Freedom called me and said that the date on the financial statement had expired ( again Freedom had all of my documents as of XXXX XXXX ). I updated the form and re-sent the financial worksheet with the current date on XX/XX/XXXX. I called Freedom and they verified they had everything. Freedom then called me on XX/XX/XXXX and told me that the signature page was " hard to read '' and could I send a clear copy. This was sent the following day. I was scared because the sale date was coming up and called them again on XX/XX/XXXX. They told me that the file had been reviewed and they decided not to re-open the review because the XXXX form that Freedom had provided to me was the OUTDATED VERSION. This is the form that Freedom sent to me and told me to fill out. The form had been with the underwriter since XX/XX/XXXX, yet it took them until two weeks before the sale date to tell me that this form was not acceptable, and that it was their fault. I asked if they were going to send me the correct updated form and they said yes, it was on it's way. One week later and this has not been sent to me via mail or email. I took the original XXXX form they sent me and I manually corrected the dates and sent this in to them with my signature. I also provided all pages of my 2021 tax returns. Freedom had my 2021 tax return page XXXX and XXXX since XX/XX/XXXX and told me the file was complete. Less than two weeks before my sale date they told me that this document would not work, that they needed all the pages. This came XXXX months after they began their review. No competent business or organization conducts themselves in this fashion. Freedom tries to blame the borrower but the fact of the matter is that this is an organized and systemic deliberate obstruction in order to steal equity from me the homeowner and also to rip off the government and USDA. I have enough money to pay my mortgage, but due to Covid I fell behind. I have spent 9 months dealing with this corrupt organization and someone needs to do something about them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17078
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been filling out loss mitigation for 3 years since XXXX and My divorce caused us to be out of work. We never heard anything and listed the house spring of XXXX. Had a full price offer and wound up pulling out after we received a foreclosure notice and reached out that we would like to keep the home and the only reason it was listed was because we didnt hear back. We were shortly later advised to call freedom mortgage because we would qualify for a COVID modification. We were assured this multiple times so we pulled the house off the market. When we completed the COVID modification for basically reinstating payments- i it required all the information the loss mitigation packet required despite being advised it wouldnt. I called to check the status she couldnt see it then I was told the system glitches but they would get it to XXXX. We were advised no additional paperwork would be needed. We were then advised a few weeks later that we did in fact NOT QUALIFY for one of the plans under the COVID options but would be offered a similar option but didnt need to resubmit because they had everything they needed. We received a notice requesting it a few weeks later so I called I was told no I didnt need to since we had recently submitted it all. Called the night before it was due to re verify it didnt and was told just paystubs and bank statements. I demanded to speak with a supervisor for clarification. I was then placed in direct contact with someone named XXXX XXXX who is a liaison for these kinds of issues. She advised complete the entire thing. We both had to call in last minute the day of but we got it submitted online. A bit later she advised that was not sufficient and complete the hard packet. She advised I could send directly to her. I completed and put everything in one file labeling each document. Was advised she would reach out and let us know if additional documents were needed. Heard nothing and received another packet in the mail to complete. I emailed asking why they needed again and for a phone call. Never got an answer and that phone call turned into what seemed like an intentional game of phone tag that ended with an email advise if she RESENT THE APPLICATION. I went to XXXX where the incompetence continued. They asked how I would like to be contacted by phone or email and I provided TWO EMAIL addresses. Didnt hear anything for a few days and reached back out and was advised THEY CALLED but got no answer- like it was my fault yet I NEVER PROVIDED A NUMBER. WE ARE AT A LOSS. We pulled our house off the market which may have been our only chance to secure housing for our family of XXXX. One of them being my daughter who is XXXX and XXXX XXXX. PLEASE HELP US.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29532
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made two calls to Freedom Mortgage- which has taken over 45 minutes out of my life, and still don't have what I requested 4 times ; once in my initial call and 3 times in my subsequent call. All to no avail. I have requested an audit of my escrow account from its inception to a current date ; with what has been add from mortgage payments, what withdrawals/distributions have been made and for what & to whom and a running balance. Freedom can forward this information can be faxed to me at XXXX or emailed directly to me at XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60062
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage company wrongly foreclosed on my home on XX/XX/XXXX, sold my home, took me to court and had me evicted in XX/XX/XXXX. While on appeal Freedom Mortgage recinded the foreclosure and put the ded back in my name on XX/XX/XXXX. After great expense on my part to prove it shouldn't have happened. Now Freedom Mortgage has called me on XXXX XXXX at XXXX promising to resolve the situation to get my home back in right standing due to the fact my loan modification application was never processed from XX/XX/XXXX. I was told by Freedom Mortgage that she would be speaking to their attorney and she would call me back ( XXXX ID # XXXX ). No call was returned I called on XX/XX/XXXX XXXX and was told they were going to look into it no return phone call. All the while Freedom Mortgage still has my eviction in appeals court. So I myself am tracking down their XXXX attorony trying to get him to drop the appeals case due to the recission because Freedom Mortage didnt notify them which I finally got done on XX/XX/XXXX and dealing with the second attorney to complete the recission. Then on the same day receiving the new foreclosure document on the same day. Worried about being escorted from my home all while this company keeps saying what they are going to do but to no avail its doesnt get done. Now here it is XX/XX/XXXX Freedom Mortgage files to foreclose on my home again. No one at this company has reached out to rectify this situation since we first started this issue in XX/XX/XXXX. They refiled the foreclosure with no ceritifed mailings for default or intent to accelerate loan. The recission was to put me back in status before the forclosure which means they need to go back to XXXX when they were ignoring my loan modification application while telling me in XXXX they had all the paperwork and I was waiting on a response, all the time foreclosing on my property. How does a mortgage company have the right or the buisness practice to operate in this manner. This feels like a grift and it is pressing on me as a home owner. I wouldnt recommend this company to anyone. Due to the stress mismangement, poor communication and pratices Freedom Mortage really needs to handle this situation in my favor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX I checked my credit report and noticed that there were late payments reporting on my credit from my mortgage company, I noticed they were inaccurate because it was during the covid payment deferment, so no payments were due. I sent a dispute to the mortgage company and the credit bureaus, they wrote back and removed SOME of the late payments, but not ALL of the late payments. They admitted they reported in error and admitted to breaking the law, but they still kept some of the inaccuracies on my credit report. Just today, I checked my credit again and they added a NEW 180 day late payment to my credit report which dropped my scores significantly. I'd like to request that the mortgage company remove all of the inaccurate late payments from my credit report and stop trying to ruin my credit over blatantly inaccurate items reporting.I have been enrolled on 2 forbearance from XXXX XXXX XX/XX/XXXX. Once the forbearance plan was over on the 1st one, I was in review for a loan modification with kept my mortgage current. The review was complete and enrolled me into a special forbearance plan from XX/XX/XXXX XXXX. The entire time I was current o. Mortgage. I spoke with Freedom mortgage and they realized that they made a mistake and notated that on my fie. They told me to go through the dispute process to have the items removed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98422
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has been a very bad company. First I just found out that they have not updated that they are the new company to service my mortgage and this happen in XXXX. Next we signed a loan modification back on XXXX and was told that copies would be sent both them and the local county. However this was not true as he local county did not get get this info and the Notary company that they sent did not send the info. In XXXX of XXXX we tired to do a streamline refinance for FHA and was told that this should take more than two months. In XXXX, I found out that the agent working on this left the company, no one told us this and that there was a name issue with my wife name that we was never told about. Now we are being told we need to sign new documents or lose the loan modification. Also they are not correctly reporting accounting info for our loan to the our credit report. Per our monthly statements we owe XXXX but they are reporting XXXX. Per rule are they suppose to report what your statement info is and not other info. I really need to have a member from FHA to work with me as Freedom Mortgage is very hard to work with and does not care about their customers
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55044
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX after attempting to make my mortgage payment, I noticed that my payment had increased by roughly XXXX. I had not received any calls from the mortgage company related to the payment shock and no physical copies of changes to my escrow, etc. After researching the customer portal on the company 's website, I realized that I had an electronic copy of an escrow statement. The escrow statement indicated that I had a shortage of {$10000.00}. I reached out to the mortgage company to discuss the changes and inquire about the change. I explained that my previous insurance company dropped my coverage forcing me to change insurance provided. The coverage ended in XXXX, although it was paid through XX/XX/2023. During the month of XXXX, I obtained new homeowner 's insurance through XXXX which the mortgage company paid for the new policy of approximately {$4300.00}. Shortly after I was able to obtain insurance through XXXX for the same amount of my prior policy. During my phone call to Freedom, I paid the {$4300.00} premium that I received back from XXXX, to help fund the shortage and requested a new escrow analysis. After the new escrow analysis and change in insurance company was updated to ensure the system would only pay out one time for the HOI, I was informed that there was still a {$6000.00}. I made several phone calls to Freedom to speak with a manager or supervisor regarding the issue and was passed around to SPOC 's and other agents who could not assist with the matter. No one was able to provide me with the exact reason the escrow was still short {$6000.00} although I paid back the exact additional payment that was paid out. Additionally, I was constantly advised that the agents could not access the newest escrow analysis in the system and that the increase in the shortage was due to my taxes increases, which the taxes only increased by a {$100.00} for the year. I tried explaining that a {$100.00} annual increase does not warrant a {$6000.00} escrow shortage. No new line items were paid out and the yearly payouts essentially remained the same on the account. I was initially confused that Freedom applied the {$4000.00} payment to the {$10000.00} escrow shortage even though that shortage was based on making two payments to the insurance company. No one has been able to assist me or correct the issue which is unacceptable. If there is truly a {$6000.00} shortage that means my escrow account was not analyzed properly the year before. Additionally, the escrow analysis statement reflects inaccurate information. The analysis statement reflects that my current payment prior to XX/XX/2023 was {$2800.00}, although my payment prior was {$2100.00}. I was advised that the statement pulls data from the prior year 's analysis which in my opinion is deceptive to the consumer. The most recent payment should be pulled from the system that reflects the customer 's current payment not a statement that was inaccurate to begin with. In addition, besides the initial representative I spoke with the customer service was horrible and the IVR does not work properly which I have advised individuals at Freedom of this issue multiple times. When a customer is attempting to reach the insurance department, the IVR automatically routes them back to the main menu. I was completely disappointed to spend 3 hours on a Monday trying to get an issue resolved that still has no resolution. At one time I was transferred to the SPOC who advised me that she was in Loss Mitigation which baffled me because the account is due for XXXX. The term Loss Mitigation is offensive to any borrower who is currently due for the current 's month payment. I need answers immediately to why the escrow is still short {$6000.00} and why the current month 's statement reflects the escrow is short {$4900.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint Details During the pandemic, Freedom Mortgage offered a program forbearance. We applied for the program because my wife has her own business that closed temporarily due to the population she works with. This was a huge loss for us. When the Forbearance was completed we were told that we had to pay the entire amount of the forbearance back in XXXX lump sum. We were put into loss mitigation. Then we told we had to make payments on the XXXX of every month for XXXX months to have the ability to pay on line, which we did. Freedom Mortgage sent out a new payment packet via XXXX XXXX and they put the package in our front door. We were never told it was sent. We do not use our front door and we didn't know it was there until we received a letter stating it was null and void because we didn't return it. I asked to have it sent again. I was told had to start over and fill out all of the paperwork for loss mitigation. After filling out all of the paperwork, we were told we were not in compliance with the submission of a completed loss mitigation packet despite doing so. I filled it out again and sent it. At the end of the time period we were then told that it was never submitted because it was incomplete. Upon filing it again we were always told a different story as to what was missing I then was told that it wasn't right and that they needed something else. I have been given a direct contact name that you can not reach. I have asked them to contact me directly by phone, they have not. I have called in many times to make payments and ask questions and have been told different things by their customer service. I am once again being asked to send in different documentation. I have all of the emails, paperwork saved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68516
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, when Covid hit, we found ourselves in a tough situation just like everyone else did during that time. To begin with we were on our last payment of a modification for {$1900.00} but due to my husband losing his job because of Covid. We decided to keep the last payment. The reason we kept the money was because my husbands unemployment check did not come in. He applied for unemployment in XX/XX/XXXX and did not receive any unemployment check until XX/XX/XXXX. I receive XXXX. We really did not have any money. So, we decided to keep the money. The Freedom mortgage company put us on a forbearance program. We put in a new application for a modification we kept handing in the necessary paperwork for a year. Then they said we did not qualify because my husband was on unemployment. In XX/XX/XXXX, my husband went back to work so we could qualify. Then we qualified. In XX/XX/XXXX we were approved for {$1900.00}, and we accepted the offer. In XX/XX/XXXX, we sent out the signed, dated, and notarized paperwork. We started making payments in XX/XX/XXXX for XXXX. Then in XXXX, they let us know that there was one page in the paperwork that was not dated. So, we told them to send out the paperwork back so we could fix the problem. We kept making payments of XXXX every month. XXXX of XXXX, we received another modification which we did not ask for {$2300.00} that we did not accept because that payment was too high. I called the Mortgage company to see if they could honor the previous modification. We kept making payments until XXXX of XXXX when they decided not to accept payments of XXXX anymore. Then we received another modification in XXXX of XXXX for {$2400.00}. My husband went back to work in XX/XX/XXXX and got hurt on the job in XX/XX/XXXX. My husband right now is going on his fifth operation and is on workers ' comp. We could only afford to pay the XXXX that we originally agreed to. Can you please help us?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10303
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A