Date Received: 2024-02-07
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: They are not reporting the credit history on my mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40475
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My mortgage lender sold my mortgage to Freedom Mortgage in XX/XX/XXXX and I have had nothing but problems from this agency every since. But particularly on six ( 6 ) different occasions. I have called them about their company using the wrong bank account to process my payment and I never get consistent information from anyone who answers. When I first called about XX/XX/XXXX ( where they didn't report to the credit bureaus ) and XX/XX/XXXX and XX/XX/XXXX ( where they reported me to the bureaus as late ), the agent told me that she saw where the system made a mistake and that she was trying to correct it. After more than an hour on the phone explaining to a supervisor -- where the mistake was -- the employee came back and told me that there was nothing she could do about it, and i had to deal with it myself because I had called in and spoken with agents -- initially to process the payment -- and it had to be my fault. The following time this happened was in XXXX of XXXX, but if you look at my credit report now it is showing I was late for XX/XX/XXXX instead of XXXX. When I called Freedom Mortgage about this situation they once again ignored me and are yet to fix any of it, on my credit report, and Freedom still has not addressed any of these problems and refuse to remove the wrong bank account information from mortgage account, which continues to lead to these problems. Then on XX/XX/XXXX, Freedom used that same wrong bank account, again and dinged my credit report, again. I didn't take a loan out with this nefarious institution, and I feel that customers should have a say in who we are going to be obligated to do business with for 30 years, especially when it is about something as intimate as a mortgage. This company has no understanding about doing business in rural spaces. We don't have reliable internet in our region because we are unserved by providers due to the rural nature and small number of households, yet in still Freedom tries to force people to handle all issues on the internet, pertaining to their mortgages. Freedom will not accept debit cards, and only uses routing and account numbers which increases the likelihood of a mistake, because of the populations of rural spaces and the lack of check usage, bank branches, and education. I did not sign up for this, the original company I had a mortgage with took debit cards and I didn't have to go online for anything and now my credit has taken a significant hit because of these actions of Freedom Mortgage, who have more resources than I do. What legal steps can I take. I know you all have already won lawsuits against this company for repeat violations, how can I start investigating with other borrowers to see if there are common instances happening to them, with this Freedom Mortgage? I know the CFPB doesn't need this article, but this is a large corporation I am up against and Freedom will not listen, and I am getting disparate as they are just ruining my credit. Please provide directions, before my entire life is ruin by me wanting a house and the lender selling that mortgage to Freedom Mortgage. https : XXXX https : //www.consumerfinance.gov/about-us/newsroom/cfpb-sues-repeat-offender-freedom-mortgage-corporation-for-providing-false-information-to-federal-regulators/
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Freedom Mortgage has caused my hardship since the loan modification paperwork was mailed to me. They omitted 2 apparently important pages from which contained full payment details and the deadline for the modification. When I called to make my 1st modification payment I found that the payment was almost double what the contract I signed actually said it was. I was on the phone for over an hour with them that day about it. I was not receiving monthly statement until I called and requested them. When I did the first one to come had a payment {$300.00} less then what i was told to pay when I called. They put forced placed insurance on my home 3 months after they paid my standing policy. I sent freedom Mortgage all their own documents as proof and it still took them 30 days to correct. They said I had no insurance claim money. When i pushed back they " found '' it and now it is almost {$2000.00} short. Have have sent 4 certified return receipt QWR and requests for information. They only replied to the first letter. The second letter was replied to 3 months later after letter 3 was already sent. Letter 4 has still not been replied to. They are quick to take your money but take their time when you need them to respond to RESPA requests. I had sent a full complaint with all supporting documents in XX/XX/XXXX. I received confirmation that XXXX received my complaint XX/XX/XXXX. I called XX/XX/XXXX and found out that it was processed as an inquiry so i am adding the complaint here in smaller form.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28562
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: XX/XX/XXXX we received a notice from our mortgage company, freedom mortgage, that our mortgage would be going up about XXXX a month due to a XXXX projected escrow shortage for XXXX. XXXX XXXX XXXX XXXX, a loan officer from freedom mortgage started soliciting us to refinance. He made promises of much better rates, a much lower monthly payment, no closing costs, and no projected XXXX dollar escrow shortage. It sounded great so he sent over the disclosures for us to sign and our new loan process started. XXXX informed us that we did not need to make the XXXX payment because he would be making sure we didnt have to pay the extra XXXX in mortgage per month. He informed us he had this authority within the company. Upon reviewing these disclosures, they not match what XXXX XXXX had said, it did give lower rates for our mortgage though. We signed them. They lock in rates expiration date was noted as XX/XX/XXXX. We started making attempts to contact XXXX XXXX in later XX/XX/XXXX to inquire why the disclosures did not match what he promised. Although the lower rates where better then the XXXX new payments projected by freedom we still had questions especially about being advised not to make XXXX payment. We made numerous calls aswell as sent XXXX XXXX. We never received a response from XXXX. Every rep we did get ahold of said they would call us back with information. We still have not received any information. In mid to late XXXX ( we still were regularly attempting to get in contact with XXXX XXXX or anyone who could help ) we received new disclosures to sign with different rates and amounts. These new disclosures were not anything like the ones we signed. Our original disclosures had not even reached the rate expiration date of XX/XX/XXXX. Also these new disclosures were signed by XXXX XXXX who still has not responded to any of our emails or calls. We did however start to get notices to pay XXXX payment. We did not anticipate paying This much larger payment as XXXX XXXX instructed us not to make that payment. This resulted in much financial hardship for us currently. In the last 2 weeks I have again emailed XXXX XXXX XXXX as left voicemails and spoke to several different reps to let them know we wont be signing the new disclosures and we wish to discontinue the loan process. Freedom is still to this day sending disclosures for us to sign and will not acknowledge our refusal to sign any documents. We have been lied to and misled into financial hardship which appears to be a tactic to get us to sign these new outrageous documents. It appears to be a bait and switch of disclosures because they attempted to pressure us to sign new disclosures before our original documents expired.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I assumed my own mortgage that I initially shared with my ex. After the assumption completed they deleted or removed access to my online account to manage the mortgage. They offered no specific explanation as to the problem and no XXXX on the fix. I have heard from others who experienced the same problem 10+ months ago and are still locked out. To be clear, they confirmed anyone who assumes a mortgage with them can no longer have online access to their account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18702
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, I received a letter informing me that I had no homeowners insurance on record and that if I failed to provide proof by XX/XX/XXXX, Freedom Mortgage would buy insurance, and then deduct the cost from my escrow account, but I already had my Home insurance and it was paid in full until XX/XX/XXXX. This policy is with XXXX XXXX and has been paid in full since XX/XX/XXXX for the period from XX/XX/XXXX to XX/XX/XXXX. XXXX XXXX assured me that Freedom Mortgage was notified immediately after the policy went into effect. I called Freedom and was told they had no record but they would correct the error. I assumed that it was taken care of until my mortgage increased by almost {$100.00} a month, Of course, I called again and was told that the issue was corrected. On XX/XX/XXXX I reviewed my escrow account and discovered that Freedom Mortgage purchased a policy in my name for 3 times the amount I had paid for the XXXX insurance that was still in effect. I accessed XXXX report and was flabbergasted to discover dozens of complaints were lodged against FREEDOM MORTGAGE for similar bogus charges to their escrow accounts. I'm an XXXX XXXX veteran and need help. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21015
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Freedom Mortgage is currently my mortgage lender and I am writing to formally file a complaint against them, specifically regarding the handling of my Home Equity Line of Credit ( HELOC ) inquiry by Mortgage Loan Officer XXXX XXXX. I believe that I have been provided with misleading information, which has led to unnecessary financial expenses ( {$580.00} upfront fee ) and an unsatisfactory customer experience. On XX/XX/scrub>XXXX XXXX XXXX I initiated contact with Freedom Mortgage to inquire about a HELOC. XXXX XXXX promptly responded, expressing the need for a phone call to discuss the details. Due to a busy training schedule, I informed him that I would be available after XXXX XXXX and inquired about the information needed to access the equity in my home. After a conversation with XXXX XXXX on XX/XX/year>, I proceeded with the application process, under the impression that I was applying for a HELOC. It was only on XX/XX/year>, that I discovered, through a conversation with a friend and a subsequent inquiry, that Freedom Mortgage does not offer HELOCs. This information was not communicated to me earlier in the process. I am deeply concerned about the lack of transparency in this matter. XXXX XXXX did not disclose the unavailability of HELOCs until almost two weeks after my initial request, despite repeated communication. This delay resulted in wasted time, money spent on an upfront fee for a service Freedom Mortgage does not provide, and an unnecessary inquiry on my credit report. Furthermore, I expressed my preference for a HELOC due to personal circumstances, and XXXX XXXX did not properly inform me about the available options. Instead, he continued to pressure me to proceed with a different product ( refinance ) without a thorough explanation of the terms and implications. A refinance does help me but puts me an a worse position ( unfavorable terms then what I currently have ). The HELOC made the most sense to just take a small amount at a higher rate instead of refinancing the entire amount at a higher rate. As a customer in the midst of a divorce, I trusted that the Mortgage Loan Officer would guide me through the process with my best interests in mind. Unfortunately, this has not been the case, and I feel misled and dissatisfied with the service received from Freedom Mortgage. I request a thorough investigation into this matter and appropriate action to rectify the financial and credit-related consequences I have faced due to the misinformation provided by XXXX XXXX. Thank you for your prompt attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74133
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I would like to report Freedom Mortgage Corp. for attempting to deny a veteran their assumption benefit through intentional repeated delays. On XXXX XX/XX/XXXX I reached out to Freedom Mortgage Corp. via phone to start the loan assumption process. They sent me a form and gave me instructions to fill it out, which I did that same day and submitted to them. I was told it may take up to 30 days for that to be processed and they would reach out to me with the next steps. On XXXX XXXX XXXXXX/XX/XXXX I followed up via phone and was informed that there was an issue with the paperwork and nothing had been processed since XXXX XXXX. Neither myself nor the seller were notified of the paperwork issue. That issue was remedied the same day. On XXXX XX/XX/XXXX I followed up via phone to verify the process was moving forward, and was told to expect a follow up phone call. On XXXX XX/XX/XXXX, I had not received a follow-up call, so I called Freedom Mortgage and was scheduled for a phone call for more info on XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX, I received a call from Freedom Mortgage to give initial financial information about myself in regards to purchasing the home and was told to expect a hard copy application packet in the mail. On XXXX XX/XX/XXXX, I had still not received anything via mail from Freedom Mortgage, so I followed up via phone call to check on the status of said packet. On XXXX XX/XX/XXXX, I finally received an application packet via mail from Freedom Mortgage after 58 days of initial request. On XXXX XX/XX/XXXX, I submitted the completed application packet along with requesting supporting documentation to Freedom Mortgage via XXXX overnight. On XXXX XX/XX/XXXX, I was assigned a loan processor, XXXX, who said " over the next few business days, I'll be going through your application that you submitted over to us and looking to see if we have a full package that we can submit over to underwriting for their review, or if we're missing documentation I'll definitely let you know what we need to get that completed. '' and " look for my email in the next few business days letting you know if we either have a full package or if we're missing something, what we do need. '' On XXXX XX/XX/XXXX, I had not received a phone call or email from XXXX, and reached out via phone to his direct line and left a voicemail requesting a return call. On XXXX XX/XX/XXXX, I still had not received any contact from XXXX, I called his direct line again, with no response. I then called the general customer service number and was assigned a new processor. While this process has not yet been completed, based on numerous other complaints for similar issues filed to the CFPB against Freedom Mortgage Corporation, they are intentionally delaying the assumption process for their own financial benefit to the detriment of veterans who have earned this benefit through great amounts of personal sacrifice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83709
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My Freedom Mortgage ( XXXX ) loan has an escrow account to pay for home insurance. My policy expired in XX/XX/XXXX, and I was notified that no payment was made to renew the policy. I called Freedom Mortgage at that time and gave them the payment and account information for XXXX in a recorded phone conversation. XX/XX/XXXX, I was surprised to learn that my XXXX policy had lapsed for non payment, but could be reinstated. I coordinated a 3 way phone conversation with Freedom and XXXX from which Freedom acknowledged they would pay to reinstate the policy. This conversation is on record, and can be verified, as one of Freedom 's agents did for me. At the end of XXXX, I learned that my XXXX policy was never paid or acted upon after the XX/XX/XXXX call, and Instead I was placed on expensive Lender Forced insurance because they claim, XXXX notified them that I had canceled my policy. This is untrue. I am asking Freedom to reimburse my escrow account the Lender Forced insurance fees but they refuse and do not produce the document to back their false claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94040
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have a mortgage with Freedom Mortgage, and until XX/XX/2024 my payment remained at XXXX, now in XXXX it went up to XXXX without prior notice and when I call fredomn morgatge they say that the escrow went up, but without any other response. My home XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33952
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A