Date Received: 2023-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received an Escrow summery from Freedom Mortgage Company on XX/XX/XXXX showing they were increasing my monthly mortgage payment due to insufficient funds in my escrow account. They were stating I was short {$1900.00} and will be increasing my mortgage payments an addition {$300.00} a month starting XX/XX/XXXX. I reviewed all my statements and the summaries they provided and found there should be {$660.00} surplus. I have contact them twice now trying to get this resolved but they refuse to review this error. I have created a spreadsheet showing what was reported each month on my monthly statements and what they reported on their yearly summery reports. There are 2 months every year since XXXX no funds were entering my escrow account. Every month I receive a bill statement showing a specific amount going to the escrow account to include the missing months on their summery. I would request an immediate review of this account and an official letter of apology once they correct these funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The new mortgage company Freedom Mortgage which my mortgage was sold to, did not make payments to the homeowners insurance company and then sent me a letter to tell me that my mortgage requires insurance and I need to provide them with one as soon as possible. I tried to reach out to them via phone but nobody is available at all times of the day. Left my number for a call back as well and nobody called me. How am I to resolve this issue which they caused when I can never reach them? I am not sure what else to do to reach somebody and speak to a representative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77389
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29073
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act the creditors has violated my rights. Under 15 USC 1681 section 602 states i have the right to privacy. 15 USC 1681 604A section 2 it also states a consumer reporting agency can not furnish my account without my written consent. 15 USC 1666B a creditor may not treat a payment under and open and any consumer credit as late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08234
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I recently received a copy of my ( XXXX, XXXX, and XXXX ) credit report, and I noticed some late payments posted on my credit report : Freedom Mortgage Corp XXXX Your company is in clear violation of the law. Under 15 USC 1681b - permissible purpose of consumer reports, THE LAW CLEARLY STATES : a. IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the written instructions of the consumer to whom it relates. Did I give you written instructions to furnish this on my credit report? Furthermore, the FAIR CREDIT REPORTING ACT 15 USC 1681 ( 2 ) ( a ) ( i ) Exclusions from a consumer credit report clearly states : ( 2 ) EXCLUSIONS. Except as provided in paragraph ( 3 ), the term consumer report does not include A. Subject to section 1681s-3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report. Delete the above late payments from my consumer report, this agency is in violation of 15 USC 1681 Failure to respond satisfactorily with deletion of the above-referenced account, and send out a free copy of my report after the changes have been made will result in legal actions being taken against your company, for which I will also be seeking {$1000.00} per violation for : 1. Defamation of Character ( per se ) 2. Negligent Enablement of Identity Fraud 3. Fair Debt Collections Practices Act 15 USC 1692g violations. 4. Fair Credit Reporting Act 15USC 1681 violations for willful noncompliance - 616. Civil liability for willful noncompliance [ 15 U.S.C. 1681n ]
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: in accordance with the fair credit reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy 15 USC1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage recently bought my mortgage from another company and I have had no past issues. In XXXX I attempted to pay my mortgage for XXXX. Apparently I typed a number in wrong and the payment was reversed. So the week of XXXX XXXX I submitted another payment for XXXX which cleared my partner 's checking account. I have bank statements that demonstrate this. In the first week of XXXX I had attempted to make an payment and again they said there was an account number discrepancy and payment reversal for XXXX. Additionally, suddenly they said on XX/XX/XXXX the payments for XXXX and XXXX were reversed. Mind you my payment for XXXX had already cleared my account a month ago. They both added a {$78.00} fee and said my account was delinquent. Both of which are false because again I have a bank statement showing a cleared XXXX payment. This was never reflected on my payment and interest history tab on the Freedom Mortgage website. By this time I was beginning to doubt Freedom Mortgage 's online payment system for good reason. I called in my mortgage payment via phone directly to freedom mortgage. ( I recorded all of the calls ). The payment cleared. I have a number of recorded calls, bank statements, and emails that verify what I am saying. When I emailed Freedom Mortgage they said my XXXX account never cleared ( again frustrating because it is untrue ) and then suddenly said a payment of double my mortgage cleared in XXXX. This is just a blatant falsehood. There is a bank statement with a cleared payment in XXXX ( for XXXX ) and a bank statement with a cleared payment in XXXX ( for XXXX ). The email was a lie based on bank documents. They attempted to call me delinquent and I still have not received a refund of the late charge of {$77.00} or {$78.00} they took after my payment had already cleared my bank. It is a nightmare to deal with. When you send them your bank statement they refuse to correct your payment history. They reply with false statements about when you paid. It is maddening, because I can prove they are untrue. This company is at worst dealing in deliberate bad faith with customers and at best a completely incompetent mess. Avoid this company if you have the choice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 532XX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage sent me a projected escrow analysis in XXXX notifying me that my payments were increasing over {$700.00} a month. They claimed based on their analysis my escrow had a shortage and they projected I would owe {$10000.00} from escrow along with a current shortfall. I am XXXX. I filed homestead exemption and my actual tax is {$1200.00} a year. My home is insured at XXXX XXXX and my insurance is {$2000.00} a year. They also take {$51.00} a month for mortgage insurance. Theis is {$3800.00} not XXXX. When I started reviewing the statements there are all sorts of phony withdrawals that when I ask them to explain they stated that occurred before the loan transferred to Freedom. So the customer service rep was rude, arrogant and more or less said they are paying the bills sent to them without investigating the source and passing the charges to me. I cant do anything else. I should not have too. I have statements from my insurance and tax stating what I really should owe from my escrow. Someone is stealing and I have multiple unexplained phony withdrawals from my escrow account and can not get acceptable answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm currently going through a war on XXXX XXXX and have had to go through XXXX XXXX the past 2 years so my tolerance level for the amount of stress that this has caused me isabove and beyond my abilities. We do not get the best phone reception here. Wepurchased our forever home on our XXXX Wedding anniversary XX/XX/XXXX. We hadbeen with XXXXXXXX XXXX making our biweekly mortgage payments until XXXX when our loan was then sold to XXXXXXXX XXXX. In order to be a part of thebiweekly payment program, you had to have paid a month ahead on your mortgage, so atthe time of our loan being sold : Our next payment due was XX/XX/XXXX. I have a copy of thelast mortgage statement sent to us from XXXX XXXX reflecting this and will attach.When XXXX took over our mortgage they insisted we were due for XXXX XXXX. We tried to contact them several times via phone and were unable to get anyoneto understand they had the payment information wrong. Additionally, Our mortgagepayment changed financial amounts when being transferred to the amount we were toldwas due if we did not pay the escrow shortage. ( we have proof we paid the escrow shortageto XXXXXXXX XXXX ) We continued to make our biweekly payments to them : for 2 months ( 4 payments ) and in XXXX XXXX we received a letter from Freedom Mortgage stating our loanwas getting sold to them and we were due for the XX/XX/XXXX payment. I have been in contactwith Freedom Mortgage giving them copies of our bank statements showing all paymentsmade for the 2 years, Copies of XXXXXXXX XXXX XXXXXXXX, copies of the mortgage statements.The response given to us was that they did not start servicing our loan until XX/XX/XXXX andwe would need to work it out with XXXX When we contacted XXXX with all ofthis information, who still has not provided us with a 1098 for the 2 payments made XXXX and the 2 payments made XX/XX/XXXX. They advise us they can not do anything as theysold the loan to Freedom mortgage and we would have to work out payment problems withthem as they own XXXX now. I've spent hours trying to resolve this on the phone aswell as through email contact. Freedom Mortgage is now rejecting our mortgage paymentsbecause they say we are several months behind and have also sent us a letter saying theyhave reported us to the Credit Agencies for nonpayment! Our records show that we are duefor XX/XX/XXXX!! Please Let me know if you are able to help with this horrifying problem and ifnot, whom we should contact. Thank you kindly in advance, Make it a great day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage company is FREEDOM MORTGAGE. I live in Florida and experienced hurricane Ian followed by hurricane Nicole in XX/XX/XXXX. We were declared a Federal Disaster Area on XX/XX/XXXX. We were told by multiple Real Estate Agents that our lender is required to give relief with a 3 month forbearance on our mortgage, thus placing these moths at the end of the loan. And our next due date would be XX/XX/XXXX. My husband, XXXX, Called Freedom Mortgage in XXXX. He requested information directly about the forbearance that would relieve our payment and move it to the end of the loan. They told him they could do it and would be happy to set that up for us. This was the end of the call. We did not pay XXXX Mortgage but did continue to pay into our escrow. We had not heard anything more and called back in XXXX to see if we needed to complete anything or if everything was still good to go. XXXX ensured via phone call that we were not going to owe this money and we were told no, on a recorded line. They did request documents for us to fill out, they did not send them until XXXX XXXX. These documents asked for things like paycheck check stubs and bank statements. We called and asked why would we need to fill these forms our when the state was declared a state of emergency, the agency replied that we were correct and not to fill out the forms. We also paid into the escrow XXXX all before the end of XXXX. I called Freedom mortgage back after my husband on XX/XX/XXXX as I was worried, we did not receive collecting calls or any late fees during this time but was still very unsettling. I spoke to XXXX # XXXX. During this call he was very egger to get to the bottom of it but told me that the VA is the reason we can not complete this forbearance of placing three months in the end of the loan. He stated the VA will not allow them, Freedom Mortgage to do this. I asked why we were not told in XXXX, he stated the agents that we were dealing with should have been trained. I asked what we were to do as multiple agents told us this was okay and it is not XXXX. He was adamant there was nothing and we would owe the money, explaining that they just give us a break and then ask for it all after that 3 months. I let him know I would have just paid if that were the case. He told me that different agents applied for different things like covid relief which we did not ask for and was not a thing past XXXX XXXX. He was going to go back and review all the recorded calls to verify what I was being told and would return my call. I asked him on a recorded line if I should pay as I was nervous he stated if you pay it will go towards XXXX, XXXX XXXX which are the months you are trying to place at the end of the loan so you should wait. So I did. I also waited for his call which never came. I called multiple times and no return. While waiting for his call, I called the Veterans Benefits Administration to find out what we can do to get this approved as XXXX told me it was them who said no. I spoke to the VA Home load department directly with the VA in the Loan protection Policy/Procedure department. They told me under no circumstances can they tell Freedom mortgage to not do something or to do something but they encourage them to take care of the veterans. They stated there is many calls & complaints about this but ensured me that the VA doesn't hold the power to make them do anything. They provided me with Special relief following a hurricane Circular which is basically show what measures mortgagees may employ to provide relief, which again XXXX told me they told freedom mortgage no. XXXX never took our call or called us back, we requested to talk to someone over XXXX, we believe XXXX was a supervisor as that is what we asked for when we talked to XXXX. Late XXXX we now have XXXX # XXXX she voiced the findings that XXXX notated our account with. Many wrong things told to us that shouldn't have been. Also let us know that what we called for in XXXX was never actually submitted for. Saying they applied for Covid relief which they should have been doing past XX/XX/XXXX. At this time I owed XXXX. She told me about options with splitting this up over 6 months or 12 months. I told her this was not an option. I need it how I requested in XXXX and was told it would happen. I told her my % could not increase, that would also not be an option. While on the phone she applied for what we needed which was 3 months placed at the end of the loan and no change to our %. She said she would know in 5 business days and it would likely be approved and she apologized for everything that happened and ensured me that the agents would receive training. She asked me to call her between XXXX XX/XX/XXXX. I did. No answer or return call. Same thing that happened with XXXX. No one could get her on the phone, they asked if they could help. I wanted XXXX. wouldn't happen. Late last week I had an agent tell me they would help me as they can see notes on the screen and told me that they were reviewing my request and a decision was not made yet and they should have sent a letter on XX/XX/XXXX. After hanging up I thought to myself HOW, I talked to XXXX and she didn't apply for what I needed until late XXXX. So I called back. The agent told me that what XXXX says she applied for would not happen and I needed to pay the money back sooner than later. I kindly ended the call and reached out to a lawyer and gave the information to him. I would prefer not to go this route and have things settled the way they told me they would be. Thank you for listening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33714
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A