Date Received: 2023-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Tried several times to make a payment even called the mortgage company which stated they had issues processing payment via online and over the phone, was told several times a supervisor would be contacting me which never happened, I now have a 30 day late payment on my credit file for what was the mortgage companies fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was informed XX/XX/XXXX by my insurance company that the Mortgage Company had not paid my Hazard Insurance due XX/XX/XXXX. I have confirmed with the website of the mortgage company. My Mortgage Company is Freedom Mortgage. I have phoned Freedom Mortgage twice, the first time it took 7:57 minutes to reach a live person as the phone prompts repeatedly forwarded be back to previous prompts. Then the representative forwarded me to the Insurance department in which the phone system again placed me back through repeated prompts and a live person never answered. I later called and it took 12:53 minutes to reach a live person but I could only reach a live person by identifying myself as a representative of an Insurance company. Once a live person answered, I explained my difficulty and inquiry, she then tried to transfer me again. I stopped the representative and cited the regulation 1024.36 ( a ) ( b ) as I am very familiar because I am a Lending Compliance Officer of a Financial Institution. I was then placed on an extensive hold superseding 10minutes before disconnecting. I hav also emailed the company twice as well. I have Mailed my QWR but I am concerned there will be a lapse in my coverage due to their negligence and I need to know how to hold the Mortgage Company accountable for such negligence?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77493
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I believe that Freedom Mortgage Company has retaliated against me when I pushed back and demanded to speak to a supervisor to better understand why they kept needing additional documentation in order to assume my existing mortgage after my divorce. My loan assumption application began on XX/XX/XXXX XXXX when they sent me a package by overnight mail to fill in within 10 days. After months of waiting then starting and stopping, my application went from conditional approval status on XX/XX/XXXX at XXXX to denied by at XXXXXXXX XXXX on XX/XX/XXXX. XX/XX/XXXX was a federal holiday when I received an email requesting additional documentation with no explanation for why more was needed after I had provided numerous sets of documents all within 1-2 days after request. Despite numerous requests, Freedom never justified their demands for an explanation how I planned pay out my ex-husbands share of the equity. Freedom Mortgage personnel failed over and over to answer my questions and repeatedly acted like I was living beyond my means, despite a credit score of XXXX and more than adequate income to pay my bills. I requested to speak to the people processing the loan for an explanation, then I requested and later demanded to speak to a supervisor with no success. I was on hold and tried to speak to supervisory personnel for over an hour on 2 separate days. I work from XXXX XXXXXXXX XXXX, because they would not speak to me outside of business hours I have had to take days and partial days off to deal with this matter. I firmly believe that Freedom Mortgage would not treat a man in the manner that they have treated me, asking for documentation receiving it with valid justification from me and requesting more and more documentation. Finally, retaliating when I pushed back requesting to speak to a supervisor and refusing to provide personal financial information through unencrypted email. I have since learned that most financial institution have a portal or will use an encrypted email to exchange sensitive documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22306
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have REPEATEDLY provided proof of both Flood and Home Owners insurance, and Freedom Mortgage refuses to acknowledge it, and is charging us for both. Furthermore, the process to confirm insurance is very difficult, and on their website where youre supposed to be able to submit proof, you can only buy insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I recently found out that my mortgage company reported that I was delinquent on my mortgage payments. This is not true and an unfair reporting as a new customer. I never asked for Freedom Mortgage to buy out my loan and they have had zero communications with me about any changes in due dates and such. They only sent me a letter stating they had purchased my loan. After setting up my initial account, I continued on, assuming that the due date ( XXXX of each month ) would stay the same as it was with my previous company. I have never had any issues with late payments in the past ( ever ) and my report proves this. I have only had issues with Freedom Mortgage. After months of issues and late fees, I was curious as to what was going on. I contacted them, speaking with someone about the issues. I was told the due date was the XXXX of each month. My ( previous ) normal due date the ( XXXX ) was now the ( XXXX ), which made it show I was late. Auto pay will not pick up on this change, Thus showing I was late far later than I would have been with my last company ( XXXXXXXX XXXX ). I spoke to someone about the due date, I was denied a request to have it changed. I contacted Freedom about this and requested an official review from the website. Spoke with someone about expediting the process to have it removed from my credit report and my response was it will take about a month for a response. This has already affected my personal credit report which WAS outstanding. My score has dropped XXXX points, all because of communication issues with Freedom. Keep in mind this is from a single payment, not a delinquent account months behind. Very unfair...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27577
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'm trying to sell my condo in XXXX by using the VA assumption process to the buyer. The loan is currently with Freedom Mortgage We sent in the paperwork on XXXX/XXXX/2023 and I called to verify they received it the following day. They reached out to the buyer and confirmed an appointment to begin the process on XX/XX/2023 at XXXXXXXX XXXX XXXXXXXX, they never called them. I called Freedom Mortgage and spent nearly an hour on the phone trying to escalate to whoever could reach out to them with no luck. Evidently there is no phone number to reach the Loan Assumption Department and they can only receive e-mails. They said they'd call within 1-2 business days and a supervisor would reach out to me as well. They didn't call the buyer yesterday or myself. This delay is potentially destroying the contract that we have with this couple which XXXX result in me being unable to continue paying the {$2600.00} mortgage for a home that I haven't lived in for over a year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37043
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mother and I as co-owners were in the process of refinancing my mortgage with Freedom Mortgage and was told to provide an upfront fee. I was encouraged to use my credit cards because the refinance was going to be used to pay of the credit cards. This upfront fee was to lock in my interest rate of 60 days. I decided not to continue with the refinance and was told that this fee was non-refundable. Is this legal in North Carolina? I really would like to get this fee refunded since I did not go forward with the refinance. Because that almost XXXX in credit card debt that I'm trying to pay off for services that I did not agree to go forward with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27577
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX my roommate and I contacted Freedom Mortgage about completing an assumption because she was moving out. We are both owners of the loan and she wanted her name to be removed. They ignored us for two months and then told us to contact them by email with a request. When someone finally called us in late XXXX, XXXX they told us what to do, and we did it. We didn't hear anything back from them and on XX/XX/XXXX, we sent in a request to start a forbearance. When I asked again about the assumption process I was told that since I requested a forbearance I could no longer assume the loan and once the forbearance end we can start the process. Every time we called we were told something different. We got approved for forbearance in XXXX, XXXX and we were set to come out in XX/XX/XXXX. We did exactly that and the balance at the time was {$10000.00}. We received a letter on XXXX from the underwriter and nothing after that. I called Freedom Mortgage at least XXXX times a month and sent emails because we didn't receive paperwork about coming out of forbearance. In XX/XX/XXXX the balance was now XXXX, after multiple attempts to get answers we were told that the underwriter messed up some numbers and that our paperwork had to be redone. ( which meant no assumption ) We finally received our paperwork on XX/XX/XXXX and the balance was so high because of THEIR mistake that we were forced into a modification. We now have a deferred balance of XXXX. The company the balance went to in Oklahoma is a company that doesn't answer the phone or emails and has no website. I was approved for funding on XXXX XXXX by the Texas Homeowner assistance program they called Freedom mortgage a couple of times and they never sent the proper information and never responded to me or THAP and untimely I got denied for their lack of response and was forced to pay into the only option which was a modification for XXXX. I've tried everything to achieve an assumption and each time it was always something. I asked about paying the XXXX balance because that was the original end date and I keep getting told that I can't do that. They aren't doing anything to help me and all I'm asking is to have something that's already mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77396
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We submitted a double home payment On time to freedom mortgage which then applied the entire payment to escrow and not to the account which was never authorized. Then they reported to our credit we never paid them and are now trying to charge us late fees and say our payment was never sent. I really don't know what to do. They've destroyed our credit completely. And we've never missed a payment, even pay double.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow analysis from Freedom Mortgage for my second home in VT. I noticed they input the wrong tax amount for the XX/XX/XXXX tax disbursement on Part 3 of the expected escrow payments for the next 12 months. The analysis indicated I had an escrow shortage of {$750.00}. I called the company on XX/XX/XXXX, and they were going to investigate it after I spoke to 4 different people. To ensure it was handled properly I also submitted a written notice of error on their website, and attached the analysis copy for their review. Additionally, I sent a written notice of error to Freedom Mortgage along with a copy of the analysis via regular mail on XX/XX/XXXX. Since that time I have received a refund check of {$72.00}, which I believe is an error. I also received a message in their website that I would receive the refund check, and my new monthly payment would be {$1000.00} effective XX/XX/XXXX. Today, XX/XX/XXXX I received a new analysis that now reflects another shortage of {$110.00} and my new mortgage payment would be {$1000.00} effective XX/XX/XXXX because they spread the shortage out over the 12 months. Yet, this morning before I received this in the mail, I made my mortgage payment online. The website stated my payment was only {$970.00}! So I paid it though it seemed impossible that my payment is less than before any analysis was computed. I have attached all pertinent documentation here for your review. This should have been an easy fix for Freedom by just plugging in the accurate taxes. It has turned into a bit of a nightmare since there are so many discrepancies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27518
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A