Date Received: 2023-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just want to flag for you that mortgage servicing companies are starting to dramatically increase the frequency of transfers for loans being serviced. Most recently, my loan was transferred to Roundpoint Mortgage in XX/XX/XXXX ( this was my XXXX mortgage servicer of XXXX ). On XX/XX/XXXX - I received notice that Roundpoint had transferred it XXXX Mortgage. I have no problems paying the mortgage, but I can not because the data to set up an account for me at XXXX has not yet been received according to the customer service agent I just spoke to. I know there is a 60 day grace period, but I now have to wait, go back in a few days, check to see if the loan details have been transferred, and only then set up a new account, pay the outstanding balance, and then set up another auto payment plan. Doing this once every few years isn't a big deal. Doing it XXXX or more times a year is a little over the top. When I spoke to the customer service agent at XXXX Mortgage he shared with me that he's seeing a massive uptick in mortgage servicing transfers and warned me to not to be surprised if it is transferred again quickly. This is kind of ridiculous. I'm running around chasing paper, having to share incredibly sensitive Personal Info including my routing and bank account numbers with multiple companies at a time when data breaches are on the rise, and I'm going to have to chase down all this info for my taxes to be sure I'm able to get the mortgage deduction I am owned. Isn't there anything the CFPB can do about excessive mortgage servicing transfers?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am trying to sell my old home in XXXXXXXX XXXX The buyer is assuming the mortgage. The mortgage company is Freedom Mortgage, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX, Principal Address at XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX. The loan number is XXXX. My condo went under contract in XXXXXXXX XXXX XXXXXXXX. It is now XX/XX/XXXX. We have not been able to close on the contract because Freedom has not yet approved the assumption. Freedom 's agent in our case, XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, has told us that on at least one occasion Freedom moved so slow that we had to re-provide documents and information we had already provided because it was now out of date. My wife and I have had to continue making the mortgage payments throughout this wait. It is causing us substantial financial hardship. My understanding is that this is taking so long because Freedom is not sure how to actually approve a XXXX loan for approval. My family is bearing the cost of Freedom learning how. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
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: My mortgage was sold to Freedom in 2022, my payments beginning in XXXX. The misinformation and lack thereof began from the first call I made to the company. I called towards the end of XX/XX/2022 to make sure my automatic payments were setup correctly and to get some general information about the process of removing my escrow account and changing my homeowners insurance company. I was told then I simply had to send a message to the company and request the removal, no mention of an appraisal. I called back in XXXX of 2022 to get greater details about removing my escrow account. AGAIN I was told by customer service that I only had to fill out a message requesting the removal, AGAIN there was no mention of an appraisal, XXXX, or any type of counseling as to what the process entailed. I pushed my first request through in early XXXX and was quickly denied by a letter only stating that it was because of my XXXX. I called Freedom again to have the reasoning explained to me. The agent I spoke to explained what XXXX stood for and informed me that I had to submit an appraisal along with the request in order to be considered. This being the third or fourth attempt to get a straight answer out of someone at this company, I repeated the agent 's instructions back to him and made sure to clarify that he was telling me that I needed to go out and spend several XXXX dollars on MY OWN appraisal, even made sure to mention that I need to make sure the appraiser was certified or the document would be rejected. I then found an appraiser, spent the hundreds, and resubmitted the request with a copy of the appraisal attached within the same week. Within a few days I received a message from Freedom Mortgage explaining that I would need to fill out a document and submit {$100.00} for an appraisal that MUST be completed by one of THEIR appraisers, and that any outside appraisal would not be accepted. I called AGAIN and asked for that request to be explained to me. I wanted to know why every time I called each agent was so incredibly misinformed and that I expected a refund for the several hundred dollars I paid out of pocket with the thought that I would make up that money when my next mortgage payment was much cheaper due to my escrow being removed. I was then transferred to a customer advocate who told me that they would play the call back and if I had in fact been misinformed, they would issue a refund for the amount I paid. I asked why I could never get a proper answer from the customer service calls and how I was supposed to be able to trust that the information this time around was accurate. I explained that I have had nothing but issues and that each time I place a call to the company the issues get worse, not better. I explained that my payments have always been on time and I've not had any issues with payments so far, but I still have had the most horrible and unsatisfied experience as a consumer than I've ever experienced in my life. It didn't take them long to review the call because the same customer agent called me back within the same business day to let me know that they absolutely made a mistake and that they will be issuing a refund check in the amount I spent for the outside appraisal. I expressed that I felt helpless and stuck with a company that I wanted to leave, but couldn't because refinancing wouldn't make sense at the moment because my interest rate would sky rocket. I also let them know that if this was not handled properly I would be looking into consumer protection, better business bureau complaints, and possibly seeking legal action because I feel that I've been so mislead and misinformed that it is now costing me money and way too much of my time. There's no reason a person that an individual with an up to date, on time mortgage payment should be struggling so much with their lending company. That was on XXXX XXXX XXXX I called back on the first of XXXX to check the status of the check because I want to make sure I'm mindful of the mail and because I'm out several XXXX dollars that I do not have to waste on unnecessary expenses. I explained that I'm a sole income payer and that I believe the process should be expedited due to it being the company 's error and they should do right by their customers and try to improve upon the horrible experience I've had since starting with them. This agent told me that the check was " processing '' which meant that it was in the mail and that if I didn't receive a check by the end of the weekend to call back and check in. I still have not received the check, so I called again today, XX/XX/XXXX. This time the agent was rude and short with her answers. First, she told me there was not a check coming to me at all. I informed her that I've been told on two separate occasions that there is a check coming, I'm just hoping to find out when. She told me she had to double check the notes. She did and saw that I was to be issued a check. She then told me that the check was NOT in the mail, that it hadn't even been printed yet, and there was no way to tell when the check would be mailed. I asked if there was a way the process could be expedited and was told " No, there's a lot of people waiting on their checks. '' I responded by asking why so many people were due checks from the company, was there that many people who were misinformed about their appraisal? " Well no, but there's lots of people waiting on their checks. '' It seems to me like unless there are several serious problems, mortgage companies should be receiving a lot of checks, not issuing them. I asked again, " There is NOTHING that can be done to expedite the process of the check getting into the mail..? Even though this whole thing is the fault of the company. '' A simple no was the response. I asked to speak to a supervisor or another customer advocate. I was left on hold for several minutes before the same agent came back to say " Nobody is answering me. Do you want to go back on hold again? ". I said no and plan to call again in the morning, but don't expect to see any results. After just a quick internet search it is blatantly clear that this company has literally THOUSANDS of complaints filed with one agency or another and every single one that I read mentioned their terrible customer service costing consumers ridiculous amounts of money. I am so fed up I'm considering refinancing with an astronomically higher rate just to get away from this deplorable company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48101
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During XX/XX/2022 I advised my mortgage company that I was unable to make payments since I was terminated from my employer and was advised I could have deferred payments for up to 12 months and was good to go. By XXXX Freedom Mortgage company purchased my mortgage from the previous provider and began to send me foreclosure statements. By XXXX the company had sent over a specialist to do an in-home foreclosure notice and the individual left my front door taped with a sign to deliver information to me. I was charged a foreclosure fee and inspection fee for this. I was then sent a foreclosure process letter. I reached out to the new mortgage company and was advised that they would be able to place me on hold only for them to remove the hold and charge another foreclosure fee once the Sc mortgage assistance program reached out to provide support in this matter. I have attempted to reach out to them several times and have been given the runaround. I believe that they are stealing government assistance and placing it on their books as expenses. As of today I have reached out to Freedom Mortgage and requested that the fees be returned and the payments are applied to my mortgage. I also have requested to speak with the CEO and have not gotten a response and it has been over 30 days. I reaching out in response to the RESPA act to inform you of possible fraud by said Mortgage company and to have assistance in having these fees overturned and placed on my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have several investment properties which I've been paying on auto pay for years. In XX/XX/2022 my mortgage provider, XXXX mortgage, transferred my loan to Freedom mortgage. I did not receive notice of this. Months later, in XXXX, by chance I noticed my credit report took a major hit due to a late payment to Freedom mortgage. I called them to figure out what happened, and it turned out they were now the servicer of my mortgage, and so I was late paying them because I had not realized that my mortgage had been transferred. They had an old address of mine on file, an incorrect home phone number listed that was not mine or any of my past phone numbers, the correct mobile phone number, and the correct email address. In addition, I had been receiving advertisements by email from them for months, but received no emails relating to billing or late payments. I immediately paid off the bill and requested Freedom mortgage remove the late strike on my credit report, and they refused. I filed disputes with XXXX, XXXX, and XXXX, and they refused to rectify the situation. Finally, I contacted an attorney, and they suggested I reach out to the CFPB. I've had a stellar credit report my entire life, and never miss any payments, and now my XXXX XXXX is down over XXXX points due to this issue. I feel this is not my fault, the mortgage provider had my cell phone number and email address, which they were using to advertise to me for months, but never sent any notice of bills due or late payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our escrow account was charged tax by mistake. 100 % XXXX we do not pay any tax. This raised our payment over {$1000.00} more a month. We told them and they readjusted however for XXXX not XXXX. We told them we wanted an escrow analysis ( insurance went up a little and we can pay the overage on that so our payment could stay about {$2200.00} a month ). Instead theyre still charging us XXXX XXXX this month ( XXXX ) and then lowering to $ XXXX which is still {$100.00} more than before when we can make the payment on the insurance overage. We shouldnt be paying an extra {$1000.00} this month either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32578
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There were 3 partial payments made to Freedom Mortgage for the month of XXXX. One payment of {$980.00} was made on XX/XX/23. A payment of {$770.00} was made on XX/XX/23. On XX/XX/23, I was notified by XXXX XXXX that my payment of {$770.00} was not successful. On XX/XX/23 I made another payment for {$770.00}. I, the consumer, was not aware that Freedom Mortgage was going to attempt to process the failed payment from XX/XX/23. On XX/XX/23, Freedom Mortgage retried the payment from XX/XX/23 and it was successful. Therefore, the entire payment for XXXX has been made and processed. On XX/XX/23, Freedom Mortgage attempted to process the second payment that was made on XX/XX/23 despite already having the full payment for XXXX. I contacted Freedom Mortgage and XXXX XXXX about the issue. Freedom Mortgage verified my full payment for the month of XXXX had been made and the XXXX payment was not necessary. XXXX states they would put a stop payment on it and the money would be released back to my account. Freedom Mortgage stated they would put in a request to have the payment refunded if the payment was successful. The representative from this conversation DID NOT notate my account with this information. I called back after this conversation and asked to speak with a supervisor to have this information notated, and she as well DID NOT notate my account. Anyways, XXXX was successfully able to stop the payment and release the money back into my account. Freedom Mortgage processed a refund despite me already receiving payment from XXXX. By time Freedom realized they did not receive the second payment because the stop payment did not reflect in their system until 5-7 business days later, they took their money back from out of my XXXX payment and therefore making my XXXX payment delinquent. Freedom Mortgage did not notify me that they had processed a refund nor did they notify me that they took it out of my XXXX payment and now it was considered delinquent. It is not my fault that it takes their system 5-7 days to reflect the " stop payment '' by my bank had occurred and they did not have to process a refund. Furthermore, it is illegal to take back this refund from my XXXX payment made for my mortgage and making me delinquent. The additional payment do not have anything to do with my XXXX mortgage payment. Freedom Mortgage did not have the right. I have asked to see where I authorized for the second attempt on payment, I have not received it. I have asked can they provided documentation showing outreach attempts about them taking this refund out of my XXXX payment, Freedom Mortgage has not. I have asked Freedom Mortgage to show me where they made me aware that my status of my XXXX payment has changed, they did not. Freedom Mortgage was only concerned about getting the {$770.00} payment back that mistakenly made than being worried about the consumer. They were only concerned about fixing their mistake and in the process damaging the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31419
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ref : Freedom Mortgage Corporation ( referred to as FMC ) Dear CFPB : Our complaint is about Freedom Mortgage Corporations negligence in the servicing of our VA loan since we exited the CARES ACT forbearance on XXXX It is still unresolved and on XX/XX/XXXX FMC canceled our Loss Mitigation and closed their assistance. Its now over 2 years and it is still not resolved. On XX/XX/XXXX, we were approved for the VA Partial Claim Plan, due to begin XX/XX/XXXX, and our new payment amount of {$2900.00} and 3.25 % which is the same rate that we have had since the loan began in XXXX The VA was going to purchase the amount of the indebtedness and add a promissory note. The problem began by FMC failing to provide the loan documents in XXXX XXXX We called & sent emails but no response from anyone to advise us of any the delay. We made our monthly payment in the amount of {$3000.00}. XXXX we paid the new payment in the amount of {$2900.00} while waiting. FMC failed to provide timely loan documents to us to begin making the new loan payment XXXX XXXX XXXXXXXX for the approved VA Partial Claim Plan and consequentially FMC failed to complete within 120 days from the time we exited the COVID-19 Forbearance Plan which was XXXX This was according to VAs regulations. FMC deliberately delayed our 2nd VA Partial Claim package that arrived XX/XX/XXXX and modified the type of loan package, terms, and never sent any letter that we were approved for a different loan prior to receiving these loan documents. This loan was for 3.25 % interest, but FMC turned it into a 30 yr mortgage for the post-modification amount and the partial claim to be added as a secondary note to be paid at the end or if we sold our property. The partial claim was $ XXXX. The interest and additional years add ~ $ XXXX to our debt. We are being penalized for a COVID-19 Emergency and FMC stood to earn a lot of money. We were forced to accept it. The VA Partial Claim program was expiring XX/XX/XXXX. We asked for an extension, and we asked for them to schedule their notary but they never did. FMC did not provide adequate time to review, and they never scheduled their notary that was offered in the letter dated XXXX that was included with the loan documents. This was intentionally done by FMC. FMC voided our loan package as it was not completed, executed, notarized and returned within the 14 calendar days from receipt, that we were given. FMC told us we had to re-apply and start the process all over again, now we had defaulted, the loss mitigation protection had ended. FMC deliberately stalled when the federal government had announced the rates were going up once again and the VA Partial Claim ended XXXX The next 5 months have been XXXX. After submitting the full loss mitigation and all the documents in XXXX, more delays and excuses and lies FMC stated, we were approved XX/XX/XXXX and eligible for VA Covid-19 Disaster Modification. This added {$230000.00} in debt and 10 years+ to our loan ; the last payment would be XXXX The interest rate FMC was charging us is 6.625 % ; payments would be {$3600.00} a month. They are out of their mind. This is all due to their negligence ; not ours. We should not be penalized for asking for forbearance. The other stipulations for this loan FMC said that we would have to make three trial period payments in time to have a Final Modification to start XXXX FMC again, never discussed this loan with us. There is no way we would be able to make that high of a payment. FMC knew that. We had made 13 monthly payments in XXXX. FMC has falsified, misled, mismanaged, and manipulated us too many times. FMC has violated federal regulations in the way they have mismanaged our loan. There have been numerous unresponsive phone messages left unanswered, emails unanswered, pertinent information not entered in our loan file that was important for the underwriters in their decision-making process. This is an ongoing problem. Their Loss Mitigation department is worthless. FMC falsified information in our records for FMC to benefit. FMC has misrepresented their intentions to provide all options available to protect the veterans and other borrowers in their best interests so they can stay in their home. FMC does not appear to follow any protocol when they were asking me what loan package FMC supposedly sent but in fact, this was clearly to cover up something. FMC falsified payment records. I have all of the confirmations too. FMC falsified statements that FMC recorded in the evaluation for the best VA loan option that we were eligible for- the XXXX XXXX COVID-19 Disaster Modification loan by stating the borrowers stated we were unable to resume making payments and selected this 3rd loan deliberately after the federal government kept increasing mortgage rates. FMC qualified us at a 6.625 % rate for 30 years-how? We had been paying this loan since XXXX! FMC was not looking out for their borrowers ; FMC was looking out for FMC. They knew if they could pull this off FMC stood to gain over {$230000.00} in their pocket. Is that fair to any borrower to be penalized for having a financial hardship that was out of their control due to an unprecedented pandemic? This would add to the partial claim amount of {$33000.00} and add {$230000.00} in debt? These types of practices clearly violate the governments intentions of keeping the borrowers in their homes. FMC manipulated their payment center to only allow payment in full on our account in XX/XX/XXXX. It took {$39000.00} which was the amount they demanded in full. The system would not accept the one-time payment. I immediately called our back and told them do not allow that payment to be processed as we did not have the funds obviously, but what money we did have to pay our other bills would have been all returned. FMC manipulated their message center after XXXX XXXX XXXX to avoid their customers, the ability to message for their help. It still is not working. FMC denied us key protections and withheld updated loan options from us that were available in the VAs servicers handbook. This is the VAs Disaster Extend Modification loan that was made available until XXXX XXXX XXXX In addition, this extension deadline gives the borrowers impacted by the COVID-19 pandemic an additional 15 months to get loan relief. FMC did not disclose this information. FMC is negligent. FMC has charged us late fees in the amount of {$1000.00} that is stated on the outstanding amount due for the XX/XX/XXXX statement. It has never been in any other statement. This is in violation of another requirement that the VA has in place during the COVID-19 Emergency that service providers are not allowed to do. FMC canceled our Loss Mitigation on XXXX as we rejected the 3rd offer. They are looking for full payment. We have tried reaching out through FMC message center when it was working, through emails, phone calls. Loss Mitigation is unresponsive. They all lie when you do get someone- always saying they will call you back on a certain day and time but don't. We make our payments but FMC just continues to torture their borrowers. The US Treasury has regulations in place to protect the guaranteed government backed loans for a reason. It appears to us that FMC has willingly and negligently engaged in practices otherwise detrimental to the interests of the Veterans or the Government. ( XXXX XXXX XXXX XXXX CFPB please stop FMC from misleading, misrepresenting, mismanaging, manipulating, denying key protections, and curtail the fraudulent wrongdoing to prevent further harm. FMC should not be allowed to engage in any government offerings. FMC is scamming their borrowers when they are at their lowest when we are so desperate to stay in their home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: So back in XXXX of 2022 we were coming out of forbearance. Upon getting everything ready to restart payments we were offered 2 options. Option 1 was an increase in our interest rate ( 6 % ) and our payments would move up {$300.00}. The second option was to keep our interest rate the same ( 2.25 % ) and resume our normal payments which were {$300.00} lower. I declined option 1 because it didn't make sense to choose over the second option. The Representative at Freedom Mortgage let me know option 1 was declined and that they would be rushing option 2 's paperwork out to us. Once we received the paperwork, we contacted a mobile notary and had the paperwork signed. About a week later I received a second packet in the mail. I called Freedom Morgage right away to make sure I hadn't made a mistake. The representative assured me that the 2nd packet that was sent to me was the same packet as the first one and assured me of the agreed interest rate and payment. Come XXXX I went to log into my account to pay my mortgage and noticed I was a month behind, and my interest rate was at 6 %. Freedom Mortgage told me that a mistake had occurred on their end by sending me the wrong paperwork and they would escalate the situation. I continued to check up on this for around 4-5weeks. Eventually a manager told me to fill out the old 2.25 interest rate paperwork and they would try and have underwriting adjust the start date ( since it had passed ) Underwriting then told them they can't do that and that they would need to send me new paperwork out. So, they went to re-do the paperwork, a few weeks later, they called me to tell me I was approved again, for a 6 % interest rate. We are now back in escalations with Freedom Mortgage and have been told its going to be very hard to turn around. I do have a litigation attorney on standby.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98391
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Freedom Mortgage ; Office of President XXXX XXXX ; I was shocked when I reviewed my credit report and found late payments on the dates below : XX/XX/XXXX ; and XXXX & XX/XX/XXXX late when I was hospitalized with XXXX. 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, being XXXX with COVID, 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: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A