Date Received: 2023-02-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I started the process to obtain a loan modification. The loan modification is still being worked as of XX/XX/XXXX. On that date I submitted the most recently requested documents to Freedom Mortgages Loss Mitigation Department. I have complied with every request that has been made by the Loss Mitigation Department. I have completed follow up calls to Freedom Mortgage as well, the last call was placed on Thursday, XX/XX/XXXX, to follow up on the documents I emailed on XX/XX/XXXX. I spoke with customer service representative XXXX, who advised me that the documents I submitted on the XXXX had still not been uploaded to my account. The suspense date for these documents is XX/XX/XXXX. I submitted the requested documents well ahead of the deadline via their email address ( XXXX XXXX XXXX ). I received an auto reply email from Freedom Mortgage stating that the documents were received on XX/XX/XXXX. When speaking with XXXX she mentioned that they ( Freedom Mortgage ) were behind on uploading loss mitigation documents and they were working to get that rectified. I also questioned why the account status was showing as active foreclosure when I am obviously working on a loan modification and have been for over one year. XXXX advised that status would change once the most recent documents submitted on XX/XX/XXXX, were uploaded, however, the foreclosure was initiated prior to the most recent document request with no explanation, as stated previously, there was a loan modification in process since XX/XX/XXXX. I never received anything from Freedom Mortgage stating I had not complied with their document requests or anything that would put the loan modification in jeopardy and move me into a foreclosure. I simply got a letter stating they had started a foreclosure and follow up from their foreclosure attorneys stating the same. I have complied with every request that was made to me either by phone or by letter from Freedom Mortgage. It is my belief that any foreclosure proceeding should immediately be stopped due to the ongoing loan modification. Furthermore, I am a disabled veteran and this is a guaranteed VA loan. I have been reaching out to VA to advise them of what has taken place concerning this loan, the loan modification, and the foreclosure. I have called the last 2 days leaving messages with the rep assigned from VA. So, far there has been no response to either call. In XXXX of XXXX, Freedom Mortgage held virtual appointments to help with getting the loan back on track after a Covid-19 forbearance. I scheduled an appointment and spoke with a representative via a zoom type call. I was advised that because it was a VA loan I was eligible for a VA based loan modification. When asked how long the process would take, I was advised 30-45 days. Here we are over a year later, and not only has the loan modification not been completed, but I am also now somehow facing foreclosure. I have received different information from the representatives every time I call in to check the status of the modification or to follow up on documents I have submitted. At one point, I received a letter from Freedom Mortgage advising of the foreclosure. I immediately called them. At that time, I was advised they started foreclosure and the only way to stop it was to complete a whole new hardship packet which I did that day and submitted via the email stated above. When I called to verify the packet was received, I was advised that they were actually looking for documentation from my daughter, XXXX XXXX, who lives in my home and is a 100 % contributor. The letter sent to me requesting documents did not state the requested information was needed from my daughter and not me, so I sent my information. As soon as this information was clarified the documents needed from my daughter were emailed. As far as I knew the loan modification is back on track. I have been trying to do the right thing for the past thirteen months. All I want is for this loan modification to be completed so I can afford to make my payment every month. When I first received this loan I was a XXXX for the XXXXXXXX XXXX working overseas in XXXX and XXXX, making XXXX figures. I wanted the loan modification to reduce the payment which went from roughly XXXX XXXX dollars per month to over XXXX XXXX. I had a great interest rate already. What I explained to the rep on the virtual call was that I was looking for a payment closer to my monthly disability check. Since returning home from overseas I was working a job for XXXX dollars an hour. Going from XXXX figures to this was an adjustment, hence the request for modification. A process that I requested to get help has now put me at risk of losing my home. I just cant understand how that can be. I am requesting that you contact Freedom Mortgage to verify that I have had a loan modification in process for the last thirteen months. Once you are able to verify that information, I am requesting that all foreclosure proceedings are stopped or withdrawn as they should have been already. On Saturday, XX/XX/XXXX, I received another letter from Freedom Mortgage stating that if I wanted to stop the foreclosure, I had a list of options to save my home. One of those options was to start a loan modification. On Monday, XXXX XXXX, I received another hardship packet from Freedom Mortgage to be completed. In total I have already submitted two complete hardship packets for my loan. This would be the third. I called Freedom Mortgage both yesterday and today. Today the representative took the time to review everything that had been requested and the documents I had submitted. She was able to verify everything was there as requested on the first hardship packet. She reviewed the second packet I sent on XX/XX/XXXX and found two things that needed correcting but also stated that underwriting has not even reviewed the second packet I submitted as of today. I completed the documents the representative stated were needed for the second packet and scanned an emailed them to loss mitigation by the end of the phone call. Freedom Mortgage currently has everything they required to this point to complete my loan modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32127
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I make daily principal payments on my mortgage. On Monday - Thursday I pay {$22.00} and Friday I pay {$66.00}. Per Federal Law principal payments must be applied with an effective date of the date received so that they are not illegally collecting interest on money that has not been earned. What Freedom Mortgage is doing is placing the daily payments into a non-interest-bearing suspense account and then applying the payments received at the end of the month. The entire point of paying extra principal on a daily basis is to avoid the " per diem '' interest costs. Every other bank has chosen to follow the law and apply for principal payments as directed per law. Freedom Mortgage is flat refusing to do so because they said that they will only apply extra principal payments to the balance due as of the date received only when made manually by their website. When any payments come in via XXXX, XXXX, or wire transfer they deliberately chose to apply the payments to the principal balance only monthly contrary to Federal law and regulation. They label the aggregated daily payments applied to my account monthly payments as " curtailment '' which is clearly fraudulent. They have been doing this since the mortgage was transferred to them for servicing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was sold to Freedom Mortgage in XX/XX/2022. According to RESPA a new loan servicer is not allowed to charge late fees for 60 days. My loan has never been paid late, past 30 days since inception. Having said this, Freedom Mortgage has charged me a " late '' fee for XXXX, XXXX & XXXX. It's automatically included in my mortgage payment every month. I do not have the option of not paying it. I have called and sent messages to Freedom Mortgage and they have continued to charge me a late fee when my mortgage payment is not late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX I applied for a covid hardship plan with Freedom Mortgage and we agreed of the payback amount before the contract was finished. MY payback amount was {$490.00} a month so, I asked could I start paying on it? I was told I could, so I started that very next month. I paid until I kept getting the run around of the contract, it was the same excuse all the time VA was backed up on their paperwork. I decided to get VA more directly involved and I was told I didn't have to pay them anything until the contract was complete. So, when I do finally get the contract it is totally different on the amount that we had agreed upon by over {$200.00}! I called Freedom Mortgage and they did acknowledge that it wasn ; t the original offer and told me, they would see if they could honor the first contract but, didn't never called me back. My VA Loan XXXX XXXX XXXX XXXX was on the phone with Freedom Mortgage last week and I was told over the phone what I need to summit to keep my home from going up for sale, I seent all three documents that their Liquidation Department. I called back on the XXXX as I was told to find oud that they sent me a letter out on the XXXX for the same documents? I'm a 100 % Protected XXXX XXXX and they sold my home on XXXX and was served an illegal eviction notice from new owner?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To whom it may concern, I am contacting you to file a complaint against Freedom Mortgage Corporation. I have been dealing with this company since XX/XX/XXXX after my father passed away. Unfortunately, the process with Freedom mortgage continues to get worse instead of better. From the moment my father passed, I have been working hand in hand with Freedom Mortgage to successfully get the loan modified and under my name for over a year and 5 months now and we are back at square one. I was first approved for the loan modification in XX/XX/XXXX. 2 days later I was surprised by a knock on my door by a Clerk handing me paperwork saying my house is under foreclosure. 2 days after being approved for my first loan modification. It goes to show that certain departments within Freedom mortgage are not working with each other correctly because how can something like that happen after communicating religiously from XX/XX/XXXX to XX/XX/XXXX to ensure that Freedom Mortgage was aware that I am interested in this home. I called Freedom Mortgage immediately after receiving the Foreclosure paperwork and I let them know the mistake theyve made, and they said they would pause the foreclosure and we will have to start the Loss of Mitigation process. At this point it was a waiting game. I continued to call Freedom Mortgage multiple times a week to make sure the process was being handled correctly and gathering any information I could as to what happened. I was told to just make sure Im making my monthly mortgage payments until the XXXX XXXX XXXX Department finishes my loan modification paperwork. In the meantime, I noticed they had the wrong address in my file. I called over 5 times just to change my address because every time I would call, my old address would be the one on file. Even though I called to request that change over 5 times, apparently it was never successfully changed. That caused so much stress and anxiety on my end because I knew that I wasnt going to receive very important documents in the mail that Freedom Mortgage was sending out because they were sending it to the wrong address ( an address that has no relation to me. ) Months went by of me paying my monthly mortgage on time while waiting on my loan modification and then one day I receive a call from a Notary asking me if Ive had time to go over my loan modification packet and if Im ready to sign it. Unfortunately, I never even received it because it was sent to a nonexistent address. I had barely any time to review it because I was then told by the notary that the packet was due to be returned the very next day even though they sent it to me 2 weeks prior. Upon receiving the packet from the notary, I realized that all the numbers were incorrect by a long shot. About {$20000.00} less than it shouldve been. I brought the attention to a representative of Freedom Mortgage, desperate and asking If I should sign the rep specifically said you must not sign, I need to get it escalated to an underwriter and redo the information she then proceeded to tell me that she spoke with her supervisor and had it escalated due to the inaccuracy. I called Freedom Mortgage to receive an update and I was getting nowhere. Unfortunately, with Freedom Mortgage, all of the representatives are not on the same page. One gives me the complete opposite information than another, so I was getting so frustrated that I had them escalate my case to a supervisor. I had been in contact with this XXXX since XX/XX/XXXX. This supervisor and I have been talking on a weekly basis, whether I called him, or he called me. Always receiving the same news of the underwriters have many cases on their desks and youre still in line this had been going on for four months. Until XX/XX/XXXX, the same notary called me ; I was thrilled thinking the underwriter had updated the information but also very confused because I had literally talked to the supervisor the day before and he just finished telling me that there was no new update and that we just had to keep patiently waiting. When I spoke with the notary, the same situation occurred I had never received my own physical copy of the FHA loan, still I asked if the notary could make me a copy for myself so I can review it. Low and behold, the notary arrives with the packet that showed the EXACT same date that I had from the old one dated XX/XX/XXXX. With the exact incorrect address on the first page and with it stating the HUD Partial Claim amount incorrect by {$20000.00} and counting. I called the supervisor who had been dealing with my case to update him what had just happened to have him tell me I should not sign it and that he doesnt know what is going on but that it must be a mistake and that he will speak with the underwriters and have this in writing about what happened continuing our weekly calls with no update. I called Freedom Mortgage In the beginning of XXXX to make my monthly set amount that I have been making since the month of XX/XX/XXXX. To then be told by a different supervisor that I am unable to make this payment because as of XX/XX/XXXX, I have been put back on foreclosure. Unfortunately, I am at a loss of words and a loss of hope for the company I have been dealing with. I am reaching out for a helping hand to get someones attention because I have received no help nor a real look at my file/ situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is acting unlawfully as governmental agency trying to collect property taxes that I do not owe. Despite my objection Freedom Mortgage gifted property taxes money to XXXX XXXX XXXX corporation and opened an escrow account without my consent on XX/XX/XXXXXXXX XXXX XXXX and started to apply my monthly mortgage payments towards this escrow account to compensate for the gift they gifted without my consent to set me up for default and possible foreclosure by which they breached their fiduciary duty and our contract. After a further research into Freedom Mortgage practices I have found out that Freedom Mortgage took my Promissory Note and loaned me nothing of substance of theirs for it which constitutes fraud and theft. I have officially requested a forensic audit on my loan account, disclosure of documents and that Freedom Mortgage is the actual holder of my original Promissory Note as required by law and Freedom Mortgage failed/refused to cooperate with the detail actions and requests made as follows : 1. Based on my research of the California Constitutions I found while researching public records that the XXXX California Constitution was repealed on XX/XX/XXXX which was the basis for property taxation in California ; and 2. Based on the above I have perfected XXXX XXXX XXXX. XXXX by bringing it forward in my name which was made a matter of public record with Affidavit of Publication issued on XX/XX/XXXX by The XXXX XXXX XXXX, a newspaper adjudicated by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, State of California ; and can be viewed at XXXX XXXX XXXX ; and 3. I notified County of XXXX, XXXX XXXX # XXXX, XXXX # XXXX Tax Collector that my private property/land is not subject to property taxation via form of Affidavit ; and 4. I informed County of XXXX Tax Assessor that my private property/land is private dwelling/land secured under Land Patent which is supreme Title and Allodium ; and 5. XXXXXXXX XXXX XXXXXXXX Tax Assessor and Treasurer-Tax Collector failed to rebut my Affidavit and claim that my private property is not private property/land and is subjected to property taxation under repealed XXXX California Constitution; and 6. Upon further research and fact that there is no money of exchange to pay, I served XXXXXXXX XXXX XXXX Tax Assessor and Treasurer-Tax Collector Verified Good Faith Offer to Pay dated XX/XX/XXXX via Certified Mail Number XXXX which was received on XXXX XXXX XXXX ; and I requested in which specie shall the alleged property tax debt be discharged in ; and XXXXXXXX XXXX XXXXXXXX Tax Assessor and Treasurer-Tax Collector refused the offer which activated the Tender of Payment Law pursuant to UCC 3-603 and rendered any such alleged property tax debt discharged ; and I sent County of XXXX Tax Assessor and Treasurer-Tax Collector Lawful Notice of Discharge ; and XXXX. Freedom Mortgage agents sent letter to Affiant in late XXXX threatening that if I do not pay alleged property taxes Freedom Mortgage agents will open an escrow account against my will and without my consent and pay County of XXXX corporation on my behalf ; and 8. My Assistance of Counsel and I called Freedom Mortgage on a recorded line on XXXX XXXX XXXX around XXXX and spoke with agent named XXXX to explain that my private property/land is not real estate to be subjected to property taxation under repealed XXXX California Constitution; and that County of XXXX corporation and their agents are in litigation with me and trying to use Freedom Mortgage as thugs to extort me ; and agent named XXXX said that she will help to resolve this misunderstanding ; and 9. My Assistance of Counsel and I called again on XX/XX/XXXX and spoke with agent named XXXX ; and then called again on XXXX XXXX XXXX ; and 10. Freedom Mortage agents unlawfully opened escrow account without my consent on XX/XX/XXXX ; and Freedom Mortgage agents started to apply my mortgage payments into the escrow account to pay County of XXXX corporation alleged property taxes that I do not owe ; and by doing so Freedom Mortgage breached the contract between us causing injury ; and 11. I sent Freedom Mortgage Lawful Notification dated XX/XX/XXXX demanding deposition and forensic audit of my account ; and 12. I served Freedom Mortgage Writ of Nature of Discovery and Disclosure and Memorandum of Law dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX requesting to produce the Original Promissory Note as lawful proof and evidence ( exposing the front and the back ) and marked with my account number, with clear signatures and evidence associated with the Original Loan, indicating the exchange of Substance or Specie alleged to have been issued from Freedom Mortgage and given to me ; and 13. I served Freedom Mortgage with Notice of Liability/Opportunity To Correct and Contest Acceptance dated XX/XX/XXXX ; and 14. On XX/XX/XXXX my Assistance of Counsel sent XXXX XXXX XXXX ( APN ) # XXXX back to County of XXXX Tax Assessor via Certified Mail Number that was received on XX/XX/XXXX at XXXX ; and 15. I served Freedom Mortgage Notice of Fault/Opportunity to Cure and Contest Acceptance dated XXXX XXXX XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX including my Fee Schedule which was received on XX/XX/XXXX at XXXX and now serves as self-executing contract ; and 16. I served Freedom Mortgage Notice of Adequate Assurance of Due Performance dated XX/XX/XXXX via Certified Mail Number XXXX XXXX XXXX XXXX XXXX that includes Affidavit of XXXX XXXX declaring that Freedom Mortgage purchased my promissory note ( Note ) and paid nothing of substance ; and the documents were received by Freedom Mortgage on XX/XX/XXXX ; and 17. I served Freedom Mortgage Affidavit of Default and Final Judgment/Res XXXX XXXX XXXX Mail Number XXXX XXXX XXXX XXXX XXXX that was received on XX/XX/XXXX at XXXX by which Freedom Mortgage CEO admitted, agreed and confessed that they have no proof that my private property/land is subjected to unlawful taxation through repealed XXXX California Constitution used by County of XXXX corporation ; and Freedom Mortgage failed/refused to prove their lawful authority to collect property taxes that I do not owe ; and that Freedom Mortgage intentionally denies me a forensic audit of the account to prove that I was loaned anything of substance of theirs ( Freedom Mortgage ) ; and 18. I continue to make the agreed monthly mortgage payments in amount of {$1700.00} through verified XXXX XXXX online account and Freedom Mortgage herein annexed and made part of this complaint ; and Freedom Mortgage is not applying my payments to the principal and stating that I am in default instead by which Freedom Mortgage breached our contract ; and 19. Criminal Complaint along with Arrest Warrant was filed with the U.S. District Attorney herein annexed and made part of this complaint ; and I declare herein that any additional information and/or document of the above stated can be provided upon proper request by any party of interest. Sincerely, XXXX XXXX, XXXX XXXX Authorized representative for XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I refinanced my Mortgage from a XXXX yrs. Fixed rate to a XXXX Yrs. Fixed rate mortgage. At the time of refinance, my property appraised at a market price of {$370000.00}. After the refinance, I had a loan of {$320000.00} so I was at an 84.65 % loan to value. At closing, I signed a PMI disclosure stating if I made all my payment on time, I could request a PMI removal based on the projected loan to value calculations on XX/XX/XXXX which is after XXXX payments were made.. I recently requested the PMI removal from my lender Freedom Mortgage because I was well past the date of first removal opportunity. Freedom Mortgage decline to remove my PMI and stated they want me to pay for a Broker 's Price Opinion. I found that odd as I receive no less than XXXX call a week from Freedom Mortgage offering to lend me more money based on my increase in value. Apparently they are aware of my value but insist on charging me to prove what they already know. The county appraisal district shows my property " Market Value '' to be {$580000.00}, this is something that is public knowledge and easily available to my lender. My Lender is Freedom Mortgage and my loan number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, we are refinanced the Mortgate with Freedom Mortgate Banker by my Loan Officer/ XXXX XXXX the payment fix 15 years is {$3200.00} monthly, We never missed any payment from XXXX XXXX XXXXXXXX set up 10 day before the due date of the billing but we keep getting phone call from them late payments or some kind incorrectly amount due! We did contacted them to explain but seem like they are not fix that and keep bother a lot to calling my cell, today we received a letter from them to showing past due mortgage again and again, Please help to make them stop that and send me the monthly bill by malling to show exactly what of principle and interest charges of monthly when I never asked them paperless, my account from Freedom Mortgate is XXXX number XXXX, Thanks so much! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to Freedom Mortgage on XX/XX/XXXX. I did not receive the notification by mail informing me of this. Additionally, my loan has always been on autodraft, and they removed my loan from autodraft without telling me. Their notification of delinquent payment was delivered to my neighbor who was gone for 2 months. He returned this notice on XX/XX/XXXX. I paid all outstanding payments on XX/XX/XXXX. When I called to discuss this issue the first person i spoke to said my credit score wouldn't be impacted. I spoke to a second person and they informed me that the post office delivering to the wrong address wasn't their issue and that they would be notifying the credit bureaus. I have never missed a loan payment in my life. I setup my loans on autopay on all my payments because of my travel and work schedule. In my entire time of having this loan, the purchase/sale of my mortgage has never resulted in auotdraft being removed. The loan is current. I do not want my credit score impacted by poor behvior from Freedom Mortgage or delivery errors by the post office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX : XXXX The nature of the dispute is based on my grandfathered flood insurance premium. When we purchased the house in XXXX of XXXX, we took over the previous owner 's flood insurance and applied for a grandfathered premium. This was approved. We were paying for our insurances ( flood and homeowner insurance ) via escrow. Every month for the whole year we paid on time our mortgage and escrow. We have a VA loan as I am a full XXXX Veteran. On XXXX XX/XX/XXXX, we received a letter from the flood insurance dated XXXX XX/XX/XXXX, stating that our insurance has being canceled due to payment was received by mortgage past the 30 days grace period provided. I opened that letter when we were in the airport about to get on the plain for a family trip. I immediately called the insurance company and they stated that Freedom Mortgage failed to pay the premium on time. They received the payment 30 days pass the grace period and 10 days past due. By that time the insurance was already cancelled. I never received a warning letter from the insurance or freedom mortgage on any reason of why the payment wasnt made on time. Due to the cancellation, the flood insurance sent the payment back. I called Freedom and they said that they had an issue with their internal payment system and therefore they were unable to pay on time. Due to this mortgage company incompetency, I had to contact and be on a three way call between Freedom Mortgage insurance department and my flood insurance company to get this issue resolve and have my over {$500.00} house cover again for flood as we didn't know our homestead home was not longer covered for food in a high risk flood area. At this time, on XXXX XX/XX/XXXX, I had to get issued a new complete insurance coverage that cost me over {$440.00} since the insurance company didn't considered my grandfather status anymore and I was considered a new client now. Freedom paid for that first overage, but they refuse to make adjustments in my escrow to reflect a credit for the remainder of the years I have left to pay off this mortgage, They say for me to call yearly and try to get a credit for the increased amount or for me to find a cheaper flood insurance. Because of this, my monthly mortgage payments went from XXXX to XXXX. They are charging me for the new flood insurance amount on escrow when they were the ones that caused my grandfather premium to be lost and left me without flood insurance on a flood zone. Freedom Mortgage has failed to provide me with a final and long term resolution. I submitted a XXXX XXXX XXXX complaint and it was closed with no resolution on XX/XX/XXXX. Freedom Mortgage keep stating that 'Ultimately, the responsibility for ensuring adequate insurance coverage for your property is on you ( Customer ) and could have made a payment to prevent cancellation. ". I did contacted the insurance and Freedom Mortgage when I received the only and final insurance cancellation notification letter, and made a 3 way call to ensure it was taken care and Freedom Mortgage paid for my flood insurance with the money I had on escrow. The only resolution from Freedom that they offered when I contacted them last month was to put {$440.00} on my escrow to pay for this year 's difference due to losing my grandfathered status because of their lack of payment. When I told them I was not going to accept that due that their incompetence will cause me over $ XXXX, that only counting the duration of the loan and not for the entire time we will keep our home, which is our post military home, they came back with a one time offer {$2500.00} as " Good Faith ''. knowing this is not even close to what they are financially causing to my family, we put in a XXXX complaint, in which the agency, Freedom Mortgage, stayed solid in their response that it is " Ultimately, the responsibility for ensuring adequate insurance coverage for your property is on you ( Customer ) and could have made a payment to prevent cancellation. ". They have failed to show emails and faxed they stated they sent to the flood company attempting to pay my flood insurance. I have asked them to play the recording of XXXX XX/XX/XXXX call I made to them, where their escrow and insurance agent stated that they were having internal payment issues and that was the main reason of the delay and caused of my flood insurance coverage, yet, and now, Freedom Mortgage states that they had the wrong payee, which is not correct, as they paid this same company for my XXXX coverage just a year prior. Below is the response I sent to their response to XXXX where they came back and stated for 3rd time that it was my solely responsibility as the consumer to ensure the payment was made for my flood insurance and not taking any responsibility of their actions. Sent : Sat, XX/XX/XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX wrote : Good Evening XXXX XXXX, I apologize for sending this response in this format as I have just submitted it via the website. I was afraid I was running out of time to submit the response and to add any attachments as the system told me I had only 30 minutes to answer. So I didnt even do spell check or add all documents. Complaint : XXXX I am rejecting this response because : Freedom Mortgage keeps failing to take full responsibility for their lack of action and for their fault at not paying my flood insurance on time and causing a gap in coverage and in us losing our grandfathered status. This is making us lose thousands of dollars in the future. I have called and talked to numerous representatives, and they keep making excuses and telling me it's my responsibility to ensure the insurance is paid. Yes, it is my responsibility to ensure the lender has my money in escrow every month by me paying my mortgage and escrow on time and for them to pay as they should. I have never been late on my payments nor I ever got a letter or call from Freedom Mortgage stating that they had an issue with the payee. Which is not true. I have asked Freedom Mortgage to release my conversation on XX/XX/XXXX with their insurance agent when I found out we lost coverage for lack of payment from the insurance. Yes, I immediately took action and ensured I got coverage again by contacting both the Flood insurance and Freedom Mortgage. I didn't sit at ease until I ensured I got both Freedom and XXXX XXXX on the phone and solved the issue. Freedom failed to pay my insurance, as per the attached letter, and their response at that time was that they had issues with their internal system preventing them from paying some policies. THey never told me or the XXXX XXXX agent that they had the wrong payee information. THey had the right information, as they had paid that same policy a year prior. Freedom states that they sent email and fax, I am sure that was not the case. Where is that evidence attached? If that was the case, why did they never reach out to me to let me know they had an issue paying my insurance? My over half a XXXX dollars house was left without policy because of their incompetence and lack of care. This is my Post Military retirement home, and the one I will probably die in and be left to my children. I am not moving from here, and they made me lose my grandfathered status and caused enormous financial burden. When I called XXXX XXXX, they told me they couldn't reinstate my old, grandfathered policy, so they had to issue a brand new one with the cost as it would be a brand new client and policy, losing all the benefits of keeping a low premium. Freedom stated I could keep the check I was sent with the {$2000.00} they had failed to send on time to XXXX XXXX, as XXXX XXXX sent the {$2000.00} back to me when they received the premium too late to keep my policy. So Freedom Mortgage stating they had the wrong payee is not accurate, they had it because XXXX XXXX received the payment, they just received it outside the grace period they gave Freedom Mortgage to pay my policy. I never wanted to switch my insurance carrier, there is a reason why I chose them, and I have no issues with them, so Freedom Mortgage keeps telling me to look around for another carrier to see if they have a better deal, for something I didn't cause is not a good faith recommendation. My calculations reflect that in the live of the loan, they will cause me at least over {$12000.00} in financial lost due to my lost of grand fathered status, and they come and offered {$440.00} as a good faith, then when I declined and submitted more evidence to them, they come and told me {$2500.00} as a one time credit to my escrow or send to me via check? This is unacceptable. My loss of grandfathered status is costing ever more than {$12000.00} since I will have the house for the remainder of my life, not just for the life of the loan as we live in a high risk flood zone area in Florida and premiums keep rising. Their response and such " good faith '' proposal is not acceptable. I ask XXXX to please assist in this matter, I ask as a retired Veteran, for help. I gave my best years of my life serving this country so that I could enjoy retirement, and this situation and the change in loan escrow increase due to higher flood insurance premiums wasn't calculated in my plans. I am a permanent and fully XXXX Veteran and can't afford for a company like Freedom Mortgage to make me pay for something I didn't cause. I ensure that every month my mortgage obligations get paid on time, no matter if my kids have the toy they wanted for XXXX, or if I cant buy a personal item I needed, because paying our mortgage is our priority so that we can have a roof in our heads and covered in case of a disaster. So we at least expect Freedom Mortgage to take responsibility and make this right of us. Thank you for your time and assistance in this matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A