Date Received: 2023-03-08
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: The Original mortgage was discharge and account was closed. Now this current company is trying to collect as a third party collection. I sent them a debt validation notice, and have not responded to my demand to confirm the alleged debt. They have completely ignore all my demands in my debt validation notice. I requested a cease and desist until they confirm the alleged debt, and they still are harassing with letters and emails, attempting to bind me under contract.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32259
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is in reference to Freedom Mortgages policy on holding checks cut for an insurance claim. I have a roof replacement claim through my insurance company. They approved the work and drafted a check however their policy is to include the mortgage company on any checks over {$7500.00}. Freedom has created a policy by which they hold the funds sent by the insurance company and will not distribute the funds until me, the customer provides them with a bunch of documents. Once those documents are received then Freedom will distribute a portion of the funds. A part of the delay is due to this department using an incorrect email to commute with me, therefore I was unaware that they wanted more documents. I only learned this through my own follow-up. No communication of contact from Freedom during this process. Final funds are not distributed until Freedom inspects that the work has been completed. My complaint is that Freedom only has a vested interest in the property and those funds are not theirs to hold. I get that Freedom is concerned that the work is done as again they have a vested interest however their process creates more delays and in fact caused more damage to the property, they have a vested interest in. How can it be legal for Freedom to hold and distribute funds that is not theirs? How can Freedom create a policy to hold funds that is not theirs? This feels unethical and even worse unlawful. Additionally, I have requested manager calls to which I have received none. Today I spoke with XXXX XXXX, XXXX XXXX and XXXX XXXX all who just kept apologizing for their policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX I exited my forbearance plan because the Freedom rep who called me told me I can get a modification to lower my monthly payment because I was affected by Covid and I have an ongoing hardship, so the rep put through the Loan Modification paperwork for me and I received the underwriting decision letter stating I was approved for the loan modification but my monthly payment was going to go from XXXX to XXXX now if I am asking for a loan modification it's because I can't afford the monthly payment so why would they make the mortgage payment higher, all over FHA and HUD it states despite the higher interest rates of today they want mortgagees to reduce the P & I by 25 % to get to a targeted lower payment, that was not done for me I feel as if they are not going off of the pandemic cares act options. However I did come across an issue where Freedom Mortgage did not want to even help it's borrowers even though there was the options that FHA put out until complaints were made to the CFPB. This is a national pandemic that affected people nationwide I can't believe they can not find a program that will lower the monthly payment to struggling homeowners, And on top of that every time I call their Customer Service dept I NEVER get the same answer twice they are rude and they tell me that is all they can do for me is the higher payment option every time I speak to customer service I get very upset and stressed and it shouldn't be like this homeowners need help and the government put out those options for help I know there is other options and I am sure they can reduce this payment but they are not going through the options correctly, they have lawsuits against them and this concerns me very much since I am a customer of theirs. I work real hard for my home and it's not my fault that the pandemic came through here ruining everything I should not be punished for that. I sent an email to XXXX XXXX the CEO but he never responded there has got to be a way to lower this mortgage payment I am asking the CFPB for help and I hope this doesn't cause repercussions on me from Freedom Mortgage because I made a complaint with the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23235
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Last year in XXXX I went out on a medical leave and prior to not being able to make a payment I called freedom to see what options we had because we knew I would be out of work and not getting paid. When I made the call technically we were not behind and was told we had to wait until we were in default which I didnt want to do because of the issue of credit reporting. So when I went out on leave and was not getting paid and defaulted on the mortgage we called to see what the options were then and pretty much was advised that unless it was covid related there wasnt really anything that could be done. As a consumer I just thought this can not be the case there has to be something that can be done but this company did not want to assist so they started sending loss mitigations packets in the mail. I made sure I kept in contact and spoke with different people to see how we could resolve the issue. Fast forward I went back to work in XXXX and was trying to get caught up with bills and was in contact with Freedom letting them know I was back working and wanted to see if we could do a payment arrangement so we could get caught up and get back on track. I was told we had to fill out the loss mitigation packet to even even be considered for any assistance, which we did only for them to say the docs were not filled out correctly. Then we were told to resubmit them again, which was more time wasted, so we spoke with a few representatives and got clarity and a request was submitted for just a repayment plan which is what we wanted all along since we had a significant amount to put down. In the mist of all this going on we reached out to the VA for assistance because freedom was telling us we didnt qualify for a payment arrangement which we didnt understand. We also had an issue with dual tracking because they started the foreclosure process prior to a decision. We sent letters advising them we didnt want to modify the loan because it would change the payment as well as the interest but it seems they were more geared to us doing a modification. Paperwork that was sent over to the VA rep indicated our net income is {$11000.00} and our expenses including our current mortgage payment are {$7900.00} and we have a monthly surplus of {$3800.00} which would qualify us for a 6 or 12 month repay plan. We have {$10000.00} to pay now but for some reason they still want to do a modification which I feel they are forcing borrowers to do. From the last letter that was sent with figures of reinstatement showed a balance of about {$16000.00}. Per the proposal letter sent to the VA they were requesting a pre approval to increase the current interest rate from XXXX to XXXX with a monthly payment of {$2400.00}, but that means the payment will be going up by {$1000.00} so how is it that we can afford to pay {$2400.00} a month but not enough to do a repayment plan. They have all these options listed for assistance but the only one they want to assist with is a modification and thats all. I spoke with someone last week and advised them of the amount we have to put down to get started and was told no only option is to pay the total reinstatement or modification which I do not feel is fair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I was in the hospital in the XXXX from XX/XX/XXXX to XXXX XXXX a XXXX XXXX XXXX from XX/XX/XXXX XX/XX/XXXX due to XXXX. I was not alert or oriented except for the last two days of my hospital stay, I was XXXX and in a XXXX. My husband who has never paid the mortgage never thought about XX/XX/XXXX mortgage because at the time they were not sure if I was going to live or die and he has never paid the mortgage. However, on XX/XX/XXXX he called in to make the XXXX payment at the advisement of our children and found out that he needed to make XXXX 's payment as well. He made both payments that day. Freedom Mortgage hit both of our credit reports with a 30 day late mortgage. Once I found that out I contacted Freedom Mortgage in XXXX of XXXX and got up to the supervisor of the call center, She pulled the tape recording of my husband calling in on the XXXX, and said since he did not tell her I was in the hospital with XXXX at that time they can not change our credit report. They did not ask my husband why the payment was late either. My husband didn ; t know he needed to tell the bank I was in a XXXX XXXX XXXX due to XXXX. If he had known that they needed that information he would have given them that information. I was so upset because she said that had he told the call center at the time it wouldn't have gone on our report but because he did not they will not remove it. I was vaccinated and boosted and still ended up with XXXX, XXXX XXXX, and XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We have XXXX children and 5 dogs that my husband was trying to balance with the real possibility that I was going to die. We had a significant reduction in our credit scores because of this reporting. We are trying to refinance our home to use some of the equity because I could not work for several months, and just now I am back to work and working up to full-time. My husband served our country in the XXXX for 30 years and this is how we are treated? If he told them when he called in XX/XX/XXXX they would not have put it on our credit report but since he did not they will not change it. I have a full medical report to go with statement of XXXX and XXXX and XXXX XXXX. I also had XXXX..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year I was awarded 100 % XXXX from the VA. Because of this, I no longer pay property taxes in Texas on my homestead property. In early XXXX I was notified by XXXX XXXX that my mortgage servicer had requested this information and had received it. In early XXXX I notified Freedom Mortgage that I had changed insurance companies and that bill lowered from $ XXXX to $ XXXX and I was seeking for the mortgage/escrow to be adjusted appropriately. I sent another message a week later ( after no response ). Last week they notified me that my payment would be adjusted in XXXX ( it has been ). In XXXX, the balance of my escrow was {$4800.00}. New insurance was paid for ( - {$1300.00} ) so the balance should have been {$3500.00} of which I requested be refunded. It is now XXXX and the escrow account shows that it is low, there is no disbursement note on the account, and I have not received return of my funds. Company has not responded to my email as of this time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I talked to Freedom Mortgage about possible forebearance due to my health issues. Nothing was ever discussed as to what will happen at the end of my forebearance period. I had surgery on XX/XX/XXXX in which I couldn ' t go back to work for at least eight weeks. Freedom Mortgage went ahead and set me up for the forebearance until XX/XX/XXXX. I recieved a letter stating I had a certain time to pay the balance of {$5900.00} or my house could go into foreclosure if I don't call them. I called and spoke to an agent in their " forebearance group '' and had 3 choices. 1st one was pay it up front within 3 months with present monthly payments, 2nd one was payment release where its a loan modification and I start the whole underwriting and refinance to their discretion, or 3rd one was mortgage recovery advance where I pay later. My problem is that the agent told me I might lose the interest rate of 2.75 %, that it was totally up to the underwriter. I want to make sure that this doesn't happen as I just refinanced this last year to get the low rate. I also don't want this affecting my credit, because of the no payments for 6 months. I have sent them a {$1000.00} payment for XXXX even though it wasn't posted on my current statement. I had to call and verify it because at this point I don't trust this institution. I shouldn't have late charges either but there is {$120.00} charge on the statement as well. I support a family of XXXX and can't lose my home, as I have been very obedient in making payments since I have owned this in XXXX. I don't know where else to trun to get assistance in this situation. Thank you for your time..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 827XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage payment from XXXX to XX/XX/2023 went from {$1200.00} to {$1500.00} somehow in the changeover from XXXX XXXX to Freedom Mortgage. When contacted, I was told our taxes were never escrowed so not only did we have an increase in the escrow amount, but we were also in an escrow shortage. I've contacted the attorneys that did the closing, XXXX, Freedom, everybody I can think of. I've appealed to our Tax Assessor 's Office ( taxes hiked significantly and an unrealistic appraisal is currently on our property ), nobody seems to know why this happened or how to fix it. Even if we paid the lump sum for the shortage, our " FIXED '' rate mortgage would still go up? How can this be? Neither we nor our Insurance Company can figure out where they're getting these numbers and we are overcome with stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35603
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received an letter XX/XX/XXXX from freedom mortgage our flood insurance renewal was not received by Freedom Mortgage My agent checked and they XXXX XXXX : XXXX XXXX sent the on XX/XX/XXXX along with the Homeowners insurance renewal. The Homeowners was paid he flood was not. Again on XX/XX/XXXX XXXX my insurance agent sent the renewal flood policy to freedom mortgage. It was not paid again? Again on XX/XX/XXXX My insurance agent sent again another renewal policy. Freedom mortgage did not pay that one either out of my eswcrow. Then we got a letter from FREEDOM MORTGAGE stating that you were going to force place FLOOD insurance on us for {$3800.00}? We contact our agent since the renewal grace period we had to get a new policy. We were grandfathered in on our old rate of {$850.00}, because we bought our house before the FEMA changes. So the new policy we have to write is for {$1800.00}? We feel you are at FREED MORTGAGE is in violation of Respa since they never sent the renewal and cause our insurance to go from {$850.00} to {$1800.00} .Freedom mortgage will not help simply stating that they never got the flood renewal that we sent 3x from my agent. We are requesting a How do we resolve this?
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: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear FREEDOM MORTGAGE MGR ; I was shocked when I reviewed my credit report and found late payments on the dates below : XXXX and XX/XX/2023 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. Also, with everything going on, particularly XXXX, and being hospitalized with XXXX, loss of a family member lately, and loss of job, etc. My only thought is that my monthly statement did not get to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A