Date Received: 2023-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage bought our loan at refinancing years ago. They did not include my name, only my husband 's as the borrower even thought everything was always joint. My name is listed as a " friend ''. My husband passed away XXXX 2021. I tried to refinance at a lower interest rate through my bank. They were unable to help saying his estate needed to go to probate. I went to Probate Court, was given Letter Testamentry and named Executor of his estate. I provided Probate letters, COD and his will to Freedom Mortgage to have my name listed as borrower. Freedom Mortgage refused to speak to me as I was not listed on the loan, they know he passed away. I have made aproximately 20 phone calls and 15-20 emails to them trying to get situation straightened out. I have even received letters telling me they reviewed my request and are unable to assist they will only speak to borrower listed on account. I got nowhere with them. I contacted the VA, I received a response from them that I needed to tell Freedom to do an unrestricted transfer. I emailed that reply to Freedom, they have never said anything about unrestricted transfer, only they will not speak or help me even though they know they can not speak to my husband. I am at my wits end. They refuse to listen or assist. What happens to the loan if I am not listed? Am I liable for the mortgage since I am not listed? The monthly payment is automatically deducted from my account. Clearly I need assistance and hope you are able to get this matter taken care of once and for all. I appreciate your assistance. Thank you very much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had switched XXXX Insurance carriers, provided Freedom with a certificate of insurance and they still are saying they don't have it when it was downloaded to their site by my agent and provided by the carrier as well.
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: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir/Madam : My name is XXXX XXXX XXXX XXXX and this letter references my account with Freedom Mortgage numbered XXXX. My loan payments have been mishandled and I am setting out in this letter a timeline of the events which has compromised my on-time payment history and I believe my credit rating. XX/XX/2023, I accessed my account information online and changed the account associated with my automatic payments with the intention that my XX/XX/XXXX payment would be taken from the updated account information. There was no warning or instruction on the website that the update that I made would not be acceptable for my upcoming payment. XX/XX/2023, I logged into my former checking account and noticed that the amount of my mortgage payment had been withdrawn, which caused the account to be seriously overdrawn. I also logged into my new checking account and the funds for my mortgage payment were still accounted for. On XX/XX/2023, I called Freedom Mortgages customer service for assistance. I spoke to a young woman on a recorded line and explained my problem. She was very helpful in verifying that I did indeed change my checking account information and she placed a three-way call between XXXX XXXX , myself and her to have the payment reversed from XXXX XXXX and replaced by the autopayment to my new checking account. XX/XX/2023, I logged into the Freedom Mortgage website and accessed my account to verify that my payment had been completed. I found that, in fact, my payment had NOT been deducted from my new checking account and the message I received was that my payment was past due. XX/XX/2023. I subsequently logged into my old account and discovered that my payment had been REFUNDED to my old account by Freedom Mortgage. XX/XX/2023, I place another call to Customer Service and spoke to another lady on a recorded line. I described all the events that occurred and because of our lack of communication, I requested to speak with another Customer Service Representative. XX/XX/2023, I spoke with XXXX XXXX with Freedom Mortgage on a recorded line, and she was very helpful. After explaining the events to her, she took a one-time payment from me over the phone for ONE mortgage payment. She instructed me to email her back in 3 days when I transferred the RETURNED mortgage payment from my old account to my new account so that the remaining payment due could be affected with another one-time payment. She also made a request that the delinquent payment notation be removed as the problem was on the side of Freedom Mortgage. XX/XX/2023. In the evening, I received an email from Freedom Mortgage which was intended to confirm the payment and transaction number made with XXXX XXXX. The transaction number was correct ; however, the amount was {$3300.00}. THIS WAS NOT THE AMOUNT WE AGREED UPON. XX/XX/2023, I immediately sent an email to XXXX XXXX about the error. XX/XX/2023, I logged into my Freedom Mortgage account, and my account description was that a one-time payment was made in the amount of {$3300.00} and my next payment was not due until XX/XX/2023. XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment. XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment being taken out by Freedom Mortgage. XX/XX/2023, I logged into my Freedom Mortgage account, my old checking account and my new checking account with NO changes as to my mortgage payment being taken out by Freedom Mortgage. XX/XX/2023, I logged into my Freedom Mortgage account, and I can not make heads or tails out of the account payment history. My account is delinquent and according to the information I could see revealed that I owe for XXXX and XX/XX/2023. As you can see by this timeline my account has been mishandled and it is not my doing. I would never have contacted Freedom Mortgage and instructed my mortgage payment to be returned to me. I have made all payments timely and by auto payment. I believe it is egregious that my credit rating is marred by this mishandling, and I expect Freedom Mortgage to rectify its actions taken by its credit department. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Texas, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Madam/Sir, Back in the Fall of XXXX my mortgage company, Freedom Mortgage, suddenly increased the amount of money to be paid in monthly installments. Ever since I many times tried to get an explanation as to what exactly caused this raise in my payments. This company apparently does not have customer service to speak of, since I never received a satisfactory explanation. Worse, the personnel that is charge of handling issues of this sort - like what they call " escalation team '' are in the habit of simply stopping responding to you when they find your issue is too pesky to address. Attached are documents that very clearly outline the problem. Thank you! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: we refinance our mortgage, and did not add the other parcel account to my account therefore, we have to come up with large amount of money {$9700.00} for escrow account I was not inform until 30 day 's before my mortgage is due in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I applied for a equity loan with my mortgage company and was turned down. I was told by a representative with the mortgage company I was eligible for the loan, I only needed a credit score of XXXX to obtain the equity loan however I did not here back from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, a forbearance due to my spouse losing his job during COVID was requested with the mortgage company Freedom Mortgage. The forbearance was extended once and upon its end, Free was supposed to submit the loan for the VA repay optioin which would have place the loan rears amount on the end of the loan. Freedom never submitted for this program and did not inform me that it was never submitted. Instead Freedom proceeded to offer a loan modification of {$1000.00}, when I called to ask why is when I found out the VA was not submitted, the reason freedom listed was because I couldn't resume payment which was later verified by another representative that, that wasn't what I said and to appeal, and I couldn't resume my regular loan payment or the interest rate, hence pay then new payment or pay of the {$50000.00}. I reapplied and was then sent an new loan modification for {$1700.00} more than my regular mortgage payment of {$3100.00}. I appealed via US Mail on XX/XX/XXXX and still have not received a response from Freedom about it at all. Now I have submitted loan all required modification paper work at least 4 times and Freedom has either has technical difficulties ( according to customer reps ) an never seem to be able to retrieve the documents. The only thing Freedom has proceeded with is foreclosure actions on my home, appraisers and brokers are frequently calling me and that is how I found out the foreclosure to sell auction date of XX/XX/XXXX. I want to know what rights I have since the company has no intention of helping me. I last spoke with a representative today XX/XX/XXXX who once again gave me the same line, they have the documents ..its in with underwriting and call back in 5 days. This has now been on going for over 6 months and I am trying all I can to resume payments and not lose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home with Freedom mortgage in XXXX of XXXX and as a 100 % XXXX XXXX living in Virginia I do NOT have to pay taxes on my house. When XXXX, which is the escrow/tax recovery company Freedom mortgage uses XXXX pulled my tax statements from XXXX XXXX they would NOT except my tax statement of XXXX $ which I am granted. So XXXX illegally pulled the prior years records that were of the former owner and used those against me. This is identity theft of the former owner. And federal fraud against me as I am NOT the former owner and have different taxes, tax rates and discounts. These are not blanket statements, but fact, as legal statutes are in place to prohibit companies from doing this. I informed Freedom mortgage of the error in XXXX of XXXX and by XXXX had both Freedom mortgage and XXXX on the phone understanding what they did and promising to fix it. I requested an audit of the account and was told it would take place. I have never received the results of any audit. I was told to contact my county and pull the tax statements to help. I reminded them of the XXXX XXXX XXXX XXXX as I am 100 % XXXX and would need help doing this, they didn't care and would not help. My county are the ones who informed me of how XXXX broke the law and pulled the former owners tax statements. Then to make matters worse Freedom mortgage didn't actually pay part of my taxes and blamed the county, just as the county was informing me of the non payment. This may be confusing but by law as a 100 % XXXX XXXX with a XXXX loan it is Freedom mortgage 's responsibility to handle my taxes, not the XXXX 's responsibility. Not only did they NOT fix it but inflated my escrow to accommodate the new tax information that was fraudulent and only months later paying the late tax bill. This added {$300.00} a month and for the next 18 months continued to bill me and hurt me no matter what I told them. In XXXX of XXXX I finally got someone on the phone that seemed to understand the situation and received again promises of fixing and refunds before XXXX XXXX. This again was a lie and nothing was done. Then a check for the last 6 months refund came in, however nothing for the prior year. When contacted Freedom mortgage stated they couldn't send me a check for the remaining tax refund and could only refund into the escrow. This is a blatant lie as we had received the prior refund check AND it is against federal law to hold more than {$500.00} dollars in overages in escrow and those overages must be refunded to home owner. Freedom mortgage then blamed the county treasurer for not sending them back the overages. Another lie as the county did but to an address XXXX gave them that they now " claimed was no longer in use ''. The county treasurer when asked at ANY time during the 18 months for the refund said it was illegal for them to give it to me that Freedom mortgage had to. Freedom mortgage agreed with this fact but said they were always waiting on the monies from the county to be given back to them after they over paid the taxes from the escrow. Another lie as the county had proof of checks sent, not once but twice. Freedom mortgage refused to address the situation at the start of XXXX and refused to work with the buyer in sorting this out even though the buyer is who had the documentation, tax papers, and all other proof of incident. On XXXX XXXX XXXX the checks were refunded by the county treasurer under instruction of Freedom mortgage against federal law. As I can only access this was so Freedom mortgage didn't have to contact me or deal with me. No formal apology for 18 months of XXXX, no apology for the fact that the XXXX dollars per month stolen from the veteran was their food money for the month. Freedom mortgage customer service refused to help, the tax department refused to help, XXXX refused to help. When they finally agreed to help after threats of publishing what they had done and proving what they had done they said to always ask for a supervisor when calling in BUT XXXX me be lower customer service never allowing me to talk to the supervisor. Now I have new bill for UNPAID taxes received this first week of XX/XX/XXXX which Freedom mortgage refuses to address. As stated earlier I am a 100 % XXXX XXXX and am not supposed to receive tax bills as it is Freedom mortgage 's and then XXXX responsibility to pay these taxes and receive these statements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 243XX
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I would like to file a formal complaint against Freedom Mortgage Corporation. They purchased my loan from XXXX in XX/XX/2022. I have had an extremely difficult time trying to pay my bill with them. Their computer system is difficult to use and it directs the customer to contact their help line by phone which I have done every single month. I was with XXXX for over 5 years and did not miss XXXX payment. Freedom Mortgage corporation reported me as late in paying even though I contacted them every month telling them I was trying to pay my bill and even paid once over the phone. I explained to them that I had an XXXX credit score because I like to pay my bills on time. I was repeatedly assured that the problem was resolved. I then received a notice from my credit reporting that I was delinquent on my mortgage after being repeatedly assured by the " help line '' that everything was fine. I have contacted them since and they have removed the delinquency. However, they continue to report me as late even though they are taking money out of my account. I have verified with my bank that they are indeed taking money out of my account and I can see the transactions online. I am beginning to think this is a scam that they use to charge people late fees. The public should be protected from a company like this with such lousy service. They should be barred from the mortgage industry! Again, I find it very interesting that I did not have a single problem or missed payment with XXXX in over 5 years and I have had nothing but headaches and been reported as late by Freedom Mortgage when I have tried to resolve this over and over without success. All I want to do is pay my bill on time every single month. My credit score reflects that I like to pay my bills on time! I will be contacting the Attorney General 's office as well. This is hands down the ABSOLUTE WORST company I have ever dealt with! Thank you for your help Best regards, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested an escrow analysis and after the analysis, they stated that there was an escrow overage and that they were going to send me a check for the amount I overpaid. I have since then waited for almost 2 months and they have yet to issue my check. I have followed up with them on this multiple times through the customer service department. Every time I ask about this they just tell me that a check should be sent, but they can never tell me when it will actually be sent. I have waited for months and every time I ask them they tell me theres nothing they can do about it and I just have to wait. That is money that could be earning interest in a separate account, and yet they are holding it hostage and refusing to pay it out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76028
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A