Date Received: 2023-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: received from my servicer, Freedom Mortgage, new escrow account analysis around XX/XX/23. Freedom Mortgage gave option for me to pay " shortage '' - so i did - and Freedom Mortgage acknowledges receipt. Now Freedom Mortgage is telling me their system says my payment does not match what i see online and i owe more than my online account says!?! On phone with rep for over an hour debating discrepancy, asked for escalation. only option given was a " call back ''. i refused and demanded to speak to someone. was disconnected by rep additionally, over 2 weeks ago i renegotiated my homeowner 's insurance, followed directions on freedom mortgage website to submit EOI/dec page and requested new escrow analysis. ( which freedom mortgage acknowledges they have new XXXX page ) and am told today that they were not aware i requested new escrow analysis and they would request a new analyisi how do they acknowledge receipt of new much lower HOI and assume i wouldn't want revised monthly payment???
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I was under the XXXX forbearance plan and Freedom mortgage reported my account XXXX as delinquent in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to the credit bureaus. This account was paid in full in XX/XX/XXXX. Also they have me confused with someone else from the letter that is dated XX/XX/XXXX that Freedom Mortgage sent to me. ( See Attached ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47630
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage debt my account too many times via ACH withdrawal. When the transaction didn't process they didn't credit my account correctly. The whole account system is screwed up. They don't even know how to correct an error even after Identifying the mistake they made. Their online service is not a true reflection of how your payments are made. They make changes to best fit their wishes. Undertrained employees to process loan payments. They should not be allowed to service most people 's largest investment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am submitting this complaint as a Housing Counselor on behalf of the Homeowner 's family : The Estate of XXXX XXXX. I am working with his wife XXXX and his daughter XXXX. XXXX 's email is : XXXX. Please include her with responses. XX/XX/2021 XXXX offered a permanent modification for the mortgage post COVID XXXX The 3 trail payments were made ; the first payment was made w/ funds from the suspense account + a phone payment. The 2nd 2 payments were made via phone payments. The permanent modification was not complete. The loan was transferred to Freedom XX/XX/XXXX, XXXX Freedom has not acknowledged the perm modification, although we have discussed and they have provided a payment history that verifies payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21921
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I took a forbearance option for Covid relief in XXXX XXXX XXXX with Freedom Mortgage Corporation. During this time I was told XXXX of my options under this program was that I could put the payments missed toward the end of the loan interest free and that it would be discussed that the end of the forbearance term. I had XXXX extensions, XXXX in XXXX, and XXXX in XXXX XXXX XXXX, both to which I was informed for clarification purposes that my option was to put the payments at the end of my loan term interest free and this option would be enacted at the end of forbearance. It is now that time for this option to be enacted and I am told that option is no longer available under the VA and my only XXXX options is to pay an additional XXXX a month for 6 months it start a new term loan with skyrocketed interest rates under a new term if I qualify. Im not sure how this relief plan helped anyone but I am cheated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76021
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Started the process of coming out of forbearance due to XXXX in XX/XX/XXXX then our mortgage was sold to Freedom Mortgage. Freedom mortgage said they would continue where our previous mortgage left off with forbearance. They said they were sending paperwork for loan modifications. Never did. Then finally in late XXXX almost XXXX they asked for documents. We faxed all the documents in to them. We even talked to a representative to make sure we sent the correct paperwork. Then months later we received a notice they didn't receive everything. This was the beginning of lies. So we again sent them. This time they suggested we emailed. So we spent hours scanning and then emailed them. We waited. Months went by and nothing. Said they were reviewing. Then come to find out they said we were missing documents. Another lie. Then they said they weren't current enough. Another way to procrastinate this process. Meanwhile rates are sky rocketing. How convenient. Frustrated again we call them and ask to speak to someone higher up. They told me exactly what I needed to send. I got everything I needed. We scanned for hours yet again and before I emailed them I emailed the previous freedom mortgage employee I had talked to to make sure they were all correct. She refused to email me back. So I sent them! This was now in XXXX of XXXX. Nearly a year later playing this game with them. We then get a letter saying " paperwork incomplete ''. I was furious!! I called and they said it was in underwriting. I then get another notice saying it was complete. Go figure ... after I filed a XXXX in XXXX. XXXX comes and we receive a packet of paperwork that needs to be notarized. We get a call from a company that was hired by Freedom to notarize our paperwork. We make an appointment. We ask the notary about the dates and she says " oh don't worry about that they know it's coming and appointments have been tough ''. I almost feel like a huge weight is lifted. That was short lived when I received a letter two days later saying we will be rejected because they didn't get it in exactly XXXX calendar days. I was yet again, furious and devastated. Called Freedom and was told " oh I always tell people to get their own notary '' I was just in awe and shocked. I almost fell apart. Why offer us a notary?? To hope we get rejected? Now we are told we will most likely be rejected and need to start the ENTIRE PROCESS AGAIN!! It has been XXXX months of pure XXXX and has effected our mental health greatly. This business is unethical and will do whatever they can to steal from you. I have read reviews and this is happening to hundreds and maybe thousands of people. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I bought my home in 2016 and when I went to look at report. My mortgage is not even on my credit. I can't get anyone from freedom mortgage to answer my questions. I have had the loan in good standing for 7 years and it isn't even reporting. Also if I need to apply for any kind of line of credit saying I'm a home owner it looks like I'm lying which is fraud. I need this reported on my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44130
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I received a letter indicating I had an escrow shortage of {$7300.00} from Freedom Mortgage. This is inaccurate. I immediately contacted them and have had approximately 22 phone calls with various customer care agents, tax department specialists, escalation specialists, and general mortgage specialists to no avail. Again that's 22 phone calls. Yesterday, XX/XX/XXXX, after another hour on the phone with an escalation specialist, I realized that on XX/XX/XXXX I would be issued a late fee for non-payment for XXXX, as well as assessed a credit report negative score if I didn't pay their amount which is {$2700.00}. My normal mortgage is $ XXXX. so that's {$1000.00} a month difference. I can't afford that, and have spent five weeks trying to fix this. At times I didn't understand it myself, but I understand it perfectly well and I don't know why I have such a high mortgage payment. They got the county tax wrong and finally fixed it but they still don't understand the school tax. I do. They say I have a {$4700.00} shortage when in fact I should have less than a {$2000.00} shortage. I don't know why this raises my mortgage {$500.00} a month! it's illegal, malfeasance, and they refuse to negotiate and/or explain themselves and I can't wait any longer. Enough terrible service and super-high fees with no solution!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX XX/XX/XXXX Freedom Mortgage has not been in compliance with RESPA and continues in its escapades of mismanagement, willful disregard, criminality and/or incompetence in references to compliance to RESPA. As it pertains to the laws and rules on Escrow accounts. Section 10 of the Real Estate Settlement Procedures Act ( RESPA ) provides protections for borrowers with escrow accounts. Specifically, it limits the amount of money that a lender may require the borrower to hold in an escrow account for paying taxes, hazard insurance and other charges related to the property. They continue to say they did not receive a lump sum paid in full even though we have numerous times in complaints to them and in letters that were sent since XXXX by certified mail to them. As well as the most recent certified letter sent to them on XXXX XX/XX/XXXX. They have charged me a late fee because they created a situation where the payment was approximately XXXX more every month. They continued to bill me and still are doing so for 3 months now. There was an overpayment of the taxes which I had refunded to me. I now need the overpayments because they are billing extra amounts that they claim is because the shortage was not pain in full there for the are billing me monthly installments creating continued violations of the above mentioned laws as well as FHA laws and/or any other laws that are applicable. Section 10 clearly says Each month the lender may require a borrower to pay into the escrow account no more than XX/XX/12 of the total of all disbursements payable during the year, plus an amount necessary to pay for any shortage in the account. In addition, the lender may require a cushion, limited to no more than XXXX of the total disbursements for the year. The lender must perform an escrow account analysis once during the year and notify borrowers of any shortage. Any excess of {$50.00} or more must be returned to the borrower. Last year they did the same thing creating an overage of over XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good day! I am seeking help from CFPB as numerous attempts of calling our mortgage company has not resolved our issue. Considering this as fraudulent, unfair and deceptive practices towards consumers. We received tax form XXXX Cancellation of Debt from XXXX XXXX for calendar year 2022. We were initially with Freedom Mortgage and entered in a government offered COVID relief forbearance during the pandemic. After the relief period ended, the lender stated put the total amount due as deferred balance on our loan. Our mortgage was then transferred to XXXX XXXX as of XX/XX/2022. On the mortgage statement with XXXX XXXX reflects the deferred balance which matches the amount on XXXX. My question is why would we received a XXXX cancellation of debt when our mortgage statement still shows the amount owed as deferred balance? This amount is not cancelled nor forgiven. We have reached out to XXXX XXXX - response received was to reach out to Lender directly. We reached out to XXXX XXXX- no resolution - response received to reach out previous lender. We reached out to Freedom Mortgage- escalated issue thrice- no resolution to this matter. We are to file taxes for 2022, and we can not file the taxes unless we are clear on this matter. In my understanding, XXXX cancellation of debt is considered as income - and in this case, debt is not cancelled if it is appearing as deferred balance on our mortgage statement which we still owe. If this debt in actuality is cancelled, we need the deferred balance to be removed from our mortgage and confirmation of the same OR if the debt is not cancelled then a letter confirming that XXXX was sent in error. There are significant number of homeowners who were affected and were able to save their homes during pandemic due to help from the Government. Looking into this matter, finding a resolution and clear understanding would assist us and all who were impacted. We are requesting help and appreciate your review in this matter. Thank you Respectfully. Regards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A