FREEDOM MORTGAGE COMPANY


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"Products" offered by FREEDOM MORTGAGE COMPANY with at least one, but usually more complaints:

Bank account or service - Checking account
Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Consumer Loan - Installment loan
Credit card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose credit card or charge card
Credit reporting -
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - I do not know
Debt collection - Medical debt
Debt collection - Mortgage
Debt collection - Mortgage debt
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Refund anticipation check
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Manufactured home loan
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - USDA mortgage
Mortgage - VA mortgage
Other financial service - Debt settlement
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Payday loan

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Complaint ID: 6491643

Date Received: 2023-01-26

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Freedom Mortgage is attempting to place requirements on my loan for a payoff that are not in my Note or Mortgage. On XX/XX/XXXX Mortgage Statement listed an outstanding balance for the loan as {$2600.00} with a payment of {$940.00} due on XX/XX/XXXX. On XX/XX/XXXX I made a payment totaling the entire amount as shown : {$2600.00}. As such, the loan should have been paid off. This money was taken from my bank account the very next day, XX/XX/XXXX. However, for the last three months, my account has shown as me not making payments and as of today, XX/XX/XXXX, the balance is shown as {$7.00} with a total amount due of {$15.00}. I called Freedom Mortgage to Inquire as to this issue in early XX/XX/XXXX, and was told they opened a research ticket that would be reviewed and I would receive a response by XX/XX/XXXX. As of today, I was told this would not be evaluated and responded to by XX/XX/XXXX. On my call today, XX/XX/XXXX at XXXX, I spoke with XXXX who advised me I could not simply payoff the entirety of the loan online and that the only way I could payoff my loan was by requesting a payoff quote and sending a certified check. When I asked where I could find this information in my Note or Mortgage, XXXX stated she didn't know, but that it's in Freedom 's Payoff Request and their policy. When I disagreed with XXXX, that I could only payoff the loan by certified funds, I requested a supervisor. I was transferred to someone named XXXX, an escalation contact, who then stated I paid off my mortgage incorrectly and I couldn't simply pay the balance shown on Freedom 's website/payment screen before the due date because they had to charge me for any documents that needed to be recorded with my county. This escalated contact was rude, wouldn't answer where i could find this policy that I had to make payoff by certified funds and when I asked where in my Note or Mortgage I could find this direction, XXXX stated I'm not going to argue with me and then hung up on me. This is the first time I have ever heard of any mortgage servicer or mortgage company stating I was required to pay for the recording of a Satisfaction of Mortgage after paying off my mortgage. Nowhere in my note or mortgage does it state I need to request a payoff and pay by certified funds in order to pay off the loan early. There are no prepayment penalties on my loan and yet Freedom Mortgage is attempting to create pre-payment penalties in fees not in the Note or Mortgage. Now, my account webpage for my mortgage states my loan is delinquent, yet somehow shows the balance owed for XX/XX/XXXX was -. {$0.00}. Then somehow states I owe {$7.00}. However, it then also states I owe a total amount of {$15.00}. So I am not sure how I could possible have a negative balance for XX/XX/XXXX and then owe additional money after that date. Please see enclosed screenshot of my account with Freedome Mortgage and XXXX XXXX checking showing the funds cleared timely. I believe Freedom Mortgage is attempting to illegally collect fees they are not due and charge penalties on a paid off loan. When I inquired where these balances are coming from, no one has responded and now I am being hung up on by very rude personnel of Freedom Mortgage who refuse to answer my questions about where these charges stem from.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: FL

Zip: 32092

Submitted Via: Web

Date Sent: 2023-01-26

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6482651

Date Received: 2023-01-24

Issue: Incorrect information on your report

Subissue: Account status incorrect

Consumer Complaint: They stole money when I was in XXXX XXXX drawing interest and then when I tried to call them they had no explanation as to where my money was or went. Then as soon as my XXXX XXXX was over they reported me delinquent to all the credit bureaus which I always paid monthly sometime twice a month- they still cant tell me where all of my payment went. My mortgage was {$2000.00} since XXXX and I paid {$2100.00} per month every month since XXXX. I called them and asked 5 different times to apply the overages. They refused and when I finally was out of XXXX XXXX they reported I was delinquent and ruined my credit. This company should not be allowed to hold mortgages. Especially for borrowers who are trying to do the right thing. Someone or some entity needs to investigate them- they are practicing mortgage fraud.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: GA

Zip: 30005

Submitted Via: Web

Date Sent: 2023-01-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6480471

Date Received: 2023-01-24

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Hi- I closed my loan with XXXXXXXX XXXX on XX/XX/XXXX My servicing was transferred to XXXX prior to the first mortgage payment being made and remained being serviced by XXXX through XX/XX/XXXX. The servicing was then transferred to Freedom Mortgage in XX/XX/XXXX. Shortly after Freedom acquired the loan they stated that my flood insurance coverage was insufficient and put forced gap flood insurance in place at a cost to me close to {$1000.00}. The Flood insurance was acceptable with the originating lender, and the Flood insurance meets XXXX flood insurance requirements, yet Freedom states this isn't correct. Apparently, Freedom adds together the XXXX ( walls in ) replacement cost with the Master Flood insurance replacement cost to establish the replacement cost for the unit, which isn't consistent with XXXX requirements for condo coverage resulting in a large cost to me. I have spoken with Freedom numerous times and they remain steadfast. I need to escalate to get some help.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: AZ

Zip: 86442

Submitted Via: Web

Date Sent: 2023-01-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6479443

Date Received: 2023-01-24

Issue: Struggling to pay mortgage

Subissue:

Consumer Complaint: In XX/XX/2022, I received a phone call from what I believed was Freedom Mortgage. The call was received from the customer phone number on all my documents. The person on the phone new a lot of my information and informed me that they could help with a lowering my payments for my mortgage and helping to get back on track with my mortgage payments. They offered a loan modification and said that my Payments would not be at {$1200.00}. I was very excited. They then asked me for an upfront payment of {$710.00} to start the process and I proceeded to give them my debit card number. I did not realize it was a scam until they said that they could not process my card, it declined. Probably due to my missed payments and then proceeded to ask me for the amount in a money order. This is when I got suspicious cause as I said earlier the phone call came from the number I have saved to my phone from Freedom Mortgage. The guy then said I could call him back when I was received the money order. XXXX XXXX and XXXX was the two names he gave me phone number ( XXXX ) XXXX is the phone number provided to me to call back. I never did do the money order and also called my bank to close and get a new debit card. I then called Freedom Mortgage using the same number and informed them of what happened and all they said was that it was not them.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: NV

Zip: 89141

Submitted Via: Web

Date Sent: 2023-01-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6476464

Date Received: 2023-01-23

Issue: Written notification about debt

Subissue: Didn't receive enough information to verify debt

Consumer Complaint: As expressed in my original letter for the return of my original documents, which is theft per my original letter sent, which is still unresolved. I would like my original documents returned to me. I was sent copies of my original document along with other unrequested documents. If not acceptable, why haven't they returned the original if not accepted? This is not a duplicate request. This issue was never resolved.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: DC

Zip: 20032

Submitted Via: Web

Date Sent: 2023-01-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6474698

Date Received: 2023-01-24

Issue: Struggling to pay mortgage

Subissue:

Consumer Complaint: To whom this may concern, This complaint is in regard to my current Mortgage Company, Freedom Mortgage. As it appears when creating this complaint, you have received several of the same. I want to start out by saying my wife lost her job during COVID in XXXX. Because of this, we were left with a choice ; enter a COVID forbearance plan or lose our home. Of course, we decided to join a forbearance plan available to us provided by Freedom Mortgage on XX/XX/XXXX. I want to be clear to say that prior to this we have had nothing but great experiences with Freedom Mortgage. After my wife found a job, and we were stable enough to continue payments, we decided to get out of the forbearance plan and continue payments in XX/XX/XXXX. On that day that we notified Freedom Mortgage of our decision to continue paying our mortgage we were advised of programs that were available to us to bring our mortgage account current. After, we were asked which of these programs would we be interested in. One of the programs I was advised I could take a part of would essentially bring my account current, KEEP MY CURRENT INTEREST RATE, and cover the amount that we owe ( from not paying since XXXX ). The individual told us on the phone that the process may take some time. And, Freedom Mortgage may require documents. So, the Customer Service Rep made sure to inform us that once those documents are requested, to send them in as soon as possible. Several months on XX/XX/XXXX the following documents were requested, proof of income for me and my wife and bank statements. Those documents were sent in via email ( preferred method by Freedom Mortgage ) on XX/XX/XXXX. Later, I reached out to Freedom Mortgage who advised that the documents were not received. Noticing that I did not attach my pay stubs, I sent them my pay stubs for the past 60 days and my wifes Tax Form 1099. To give some context, my wife is a XXXX and does not receive a pay stub. However, according to Freedom Mortgage, Tax Form 1099 can be used as proof of income. Again, I reached out to Freedom Mortgage who advised that they have needed a letter of explanation explaining why my wife does not receive a pay stub. On XX/XX/XXXX, I sent them my pay stubs for the past 60 days, bank statements, a letter of explanation and my wifes 1099. Later, I called again, and Freedom Mortgage again stated that they have not received the requested documents. They also added that they would now need Tax Form 4506-C. So, on XX/XX/XXXX, I sent them the Letter of Explanation and a completed Tax Form 4506-C. This time, I sent the documents via email and uploaded the documents to their website under the correct loan number. I again called Freedom Mortgage to receive an updated on the Loss Mitigation process. Again, they advised they did not receive the requested documents. Again, I sent ALL requested documents via email and uploaded these documents to their website on XX/XX/XXXX. Once again, I called Freedom Mortgage, and they again advised that they did not receive the requested documents. I resubmitted all documents again on XX/XX/XXXX. At some point in the month of XXXX, I spoke with an Escalation Manager who sent a note to the underwriters listing the dates in which the requested documents were emailed and uploaded. I had to request this assistance twice from two different individuals. Of course, due to the amount of time that has passed, I was advised to send in updated pay stubs and banks statements which I did on XX/XX/XXXX. I then contacted Freedom Mortgage in XXXX in reference to an update. This time, they requested I complete a XXXX XXXX XXXX and updated Bank Statements and pay stubs. I sent those documents on XX/XX/XXXX via email and uploaded to their website. Finally, some time in XXXX, I was notified that my Tax Document, 4506-C, was filled out incorrectly and needed to be resubmitted to be accepted. That, among other updated documents, were sent on XX/XX/XXXX. At that point, Freedom Mortgage finally stated that they have received all my documents and will soon make a decision. About two weeks later, I would call Freedom Mortgage to get an update on the process. To my surprise, not only did my interest rate increase ( 2.3 % - 6.75 % ) my monthly payment would also increase from {$1400.00} - {$2100.00}. I was also expected to pay this balance on XX/XX/XXXX. At this point, I have absolutely no words to describe the frustration and anger I felt at this moment. I have tried several times to resolve this issue with Freedom Mortgage with the previous calls to no avail. Freedom Mortgage was resistant to assist me in keeping my interest rate. Feeling as if I had nowhere else to turn, I contacted Veteran Affairs ( VA ). At this point, the VA informs me that the initial Loan Modification I agreed to in XXXX, DOES NOT REQUIRE ANY ADDITIONAL DOCUMENTS. Further, he explained that the particular loan modification expired on XX/XX/XXXX. Therefore, the VA was no longer accepting applications for said Loan Modification and explained that whatever change was sent to them by the Mortgage Company, they would approve. Unfortunately, the VA is unable to resolve the issue as Freedom Mortgage controls the interest rates. Heres my complaint, I find it beyond suspicious that Freedom Mortgage was unable to locate my documents until after they could raise my interest rates. What made matters worse, at some point during this process my account became delinquent. The reason for this was because they " did not receive requested documents ''. The only resolution to this issue to give me my original interest rate of 2.3 % and decrease my monthly payment. It is absurd to think that an individual who has XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, is essentially being scammed by a mortgage company he trusted. I am honestly not sure what results I can obtain from this complaint. However, I hope to receive not only answers from the company but, the results I am seeking. I have attached all communication to this complaint.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: VA

Zip: 23602

Submitted Via: Web

Date Sent: 2023-01-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6474423

Date Received: 2023-01-24

Issue: Trouble during payment process

Subissue:

Consumer Complaint: XXXX XXXX XXXX XXXX - Property : XXXX XXXX XXXX, XXXX, NY XXXX FHA XXXX XXXX Freedom Mortgage Account XXXX XXXX Freedom Mortgage Company ( bought the paper for our loan from XXXX XXXX Mortgage ( XXXX ) XXXX XXXX ), miscalculated the taxes for the escrow for the XXXX XXXX XXXX for the current mortgage year XXXX by {$4000.00}. When we received the Escrow Account Disclosure Statement XX/XX/XXXX, which is uploaded to this Complaint, I called Freedom Mortgage and spoke to the Escrow Department. They requested documents from the XXXX XXXX XXXX, which are also uploaded to this Complaint, and provided to them right away. We waited until the date they requested ( XX/XX/XXXX ) to allow them to process the new tax amount. We then received the REVISED Escrow Account Disclosure Statement which showed the updated payment of {$1500.00} effective XX/XX/XXXX. I then called the Escrow department to find out why it is not corrected as of the XX/XX/XXXX payment, and they had no reason nor comment. They did not plan to make it effective that date. I asked why it is not adjusted since we do not owe the extra {$800.00} they had added to the account in the first Statement, and they could give me no good reason. They suggested I call HUD, who took our complaint and suggested we contact CFPB. And so we are asking for your assistance in correcting this error. We are asking that the XX/XX/XXXX payment be corrected to {$1500.00}.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: NY

Zip: XXXXX

Submitted Via: Web

Date Sent: 2023-01-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6472943

Date Received: 2023-01-23

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue:

Consumer Complaint: My husband and I have been dealing with this nightmare since XX/XX/XXXX. We want our current mortgage company XXXX XXXX to abide by and implement the XXXX XXXX XXXX XXXX that our former mortgage company Freedom Mortgage said we were approved for in XX/XX/XXXX. The following is a synopsis : On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage stating we had been approved for the COVID-19 Refund Modification. The letter stated we told Freedom Mortgage that we could not resume payments, which was not true. We told Freedom Mortgage from the very beginning that we were ready to resume payments. A copy can be provided. Freedom Mortgage XXXX XXXX said they would resubmit the paperwork. On XXXX XX/XX/XXXX : Received a letter from Freedom Mortgage that we had been approved for XXXX XXXX XXXX XXXX. Freedom Mortgage said they would work on the paperwork that had to be notarized. A copy can be provided. I called Freedom Mortgage, and the representative stated the signing would be scheduled. I asked the Freedom Mortgage representative if I needed to get a XXXX XXXX XXXX from my husband, who is active-duty military since he would not be present for the signing. I told the representative that my husband had been reassigned to Washington state and my daughter and I was remaining in XXXX XXXX until her high school graduation, she was in her senior year. The representative said Freedom Mortgage would send my husband a copy of the papers in WA and the notary would notarize the documents for him in WA. XXXX XX/XX/XXXX : A notary had me sign and he notarized the XXXX XXXX Partial Claim paperwork. The Notary, XXXX XXXX with XXXX XXXX, called Freedom Mortgage while he was at the house because he thought My husband was going to be at the signing. No one from Freedom Mortgage answered the phone. I signed the paperwork and XXXX said he would XXXX the documents to Freedom Mortgage. A copy can be provided. I kept calling Freedom Mortgage and each representative said they would send the papers to my husband, and it never happened. One day I called Freedom Mortgage and the representative told me that Freedom Mortgage sold our loan to XXXX XXXX, and I would have to talk to them about getting the paperwork corrected. I was given a phone number to XXXX XXXX. I kept calling XXXX XXXX for months and was being told my file could not be found so they had not received it from Freedom Mortgage. At one point, I was told I was calling the wrong company and number. I was told to call XXXX, which was the mortgage company doing business as XXXX XXXX. I was given the correct number and called. I called XXXX XXXX several times trying to resolve the matter and start making mortgage payments. Finally, one day I was told that XXXX XXXX finally received the paperwork. After reviewing the paperwork with me on the phone, the representative said the paperwork was wrong and the representative put in a request to her back office to correct it. After going back and forth with XXXX XXXX, XXXX was told to start making payments in XX/XX/XXXX. As May was ending, I called and asked about making a payment. I was told I could not make a payment because my payment had to be made before XXXX XXXX. I never received anything from XXXX XXXX stating anything about the payment. XXXX XXXX sent XXXX a demand letter and sent a delinquent payment notification ( 180 days ) to the credit bureaus. XXXX XXXX XXXX closed my credit card because of the derogatory reporting. A negative post to our credit hurts My husbands security clearance and therefore his career and our lively hood. I fought the input and XXXX XXXX has since removed it. During the week of XXXX XX/XX/XXXX, XXXX XXXX stated XXXX XXXX disapproved the post-forbearance plan because the home is a rental. When we were exiting forbearance last year, I spoke with a XXXX XXXX representative and spoke with Freedom Mortgage representatives and was told by both parties that XXXX XXXX would treat ALL XXXX XXXX XXXX exiting forbearance at special consideration made for the XXXX XXXX forbearance. This would allow workout plans without the need to submit paperwork and rentals would not be treated differently if the forbearance occurred under the XXXX XXXX. XXXX XX/XX/XXXX : I was told my husband and I would have to apply for a standard loan modification, which requires a lot of paperwork, and there is no guarantee it will be approved, and XXXX XXXX was going to hit our credit 180 days late once again. ADDITIONAL INFORMATION : All the Veteran Affairs circulars state Veteran Affairs is going to work with veterans coming out of the CARES Act Forbearance. I have looked at the Veteran Affairs Post-Forbearance Circulars : XXXX, Dated XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Copy Attached ) XXXX, Dated XXXX XX/XX/XXXX XXXX Deferment is a XXXX XXXX XXXX XXXX Option. ( Copy Attached ) As a side note, the only reason the property is a rental is that when I, I was on XXXX XXXX at the time, and my husband received short notice PCS orders we were unable to sell the home unless we brought $ XXXX to closing because the market crashed. If we were XXXX XXXX the government would have helped us. The relief came to military members three months after we signed into our new base and therefore, we were not eligible for any relief. ***

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: WA

Zip: 98029

Submitted Via: Web

Date Sent: 2023-01-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6465884

Date Received: 2023-01-20

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I am the co-signer on a mortgage entered into by my daughter, XXXX XXXX, under XXXX, which was bought out by Freedom Mortgage. She receives Social Security XXXX payments for having XXXX XXXX, but was able to go back to XXXX XXXX. and receive a degree, and is now in the second year of graduate studies in XXXX XXXX. She was never notified by XXXX that there was anything wrong with her payments, but just within the past week, Freedom told her that her her escrow was short by almost {$17000.00}, and that they were her payments, from some {$850.00} to {$2600.00}. XXXX is not able to work, and I receive only an employment pension from the XXXX XXXX XXXX and have an advanced case of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and this increase would do considerable harm to us. Although we have tried to obtain a complete history of payments into and out of the escrow account, Freedom has never explained to us just why they think that the account is short by almost {$17000.00}. I also just noticed yesterday that even though my daughter and I paid her yearly house insurance premium in XXXX, Freedom has taken it upon themselves to insure the unit with another company and to disregard our own insurance, already paid, and have not answered questions as to why they are doing that.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: FL

Zip: 33143

Submitted Via: Web

Date Sent: 2023-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6462498

Date Received: 2023-01-21

Issue: Trouble during payment process

Subissue:

Consumer Complaint: In my first complaint I told you that I did have a escrow shortage and I didn't. Freedom Mortgage stopped putting escrow payment from my house payment in escrow, XXXX, XX/XX/2021 and XXXX, XXXX XXXX.My shortage XXXX the 4 months escrow wasn't applied equals XXXX, which would cover shortage. No could see this except me so case closed. The XXXX disappeared and I had to pay it back with XXXX they sat I have another shortage of XXXX, right after i just paid everything even. The new escrow report also says payments won't to escrow for XXXX, XXXX, XXXX which equal XXXX .The XXXX would cover the XXXX, the XXXX will disappear like XXXX from last year, because I'm paying the XXXX called 2weeks ago and the lady I spoke couldn't understand because her computer said they were taken out the escrow payment and Appling it. She said she would tell them to redo escrow report. That will not make XXXX reappear in my bank account or change the fact that I had to get loans to cover my shortages caused by paying back a shortage that didn't exist in the first place.Now I've paid XXXX, XXXX, and XXXX on another shortage that doesn't exist and the money taken out of my house payment has disappeared again. NOW I MIGHT BE 100 % XXXX XXXX XXXX XXXX But stealing ain't going down like that.I Want all my money backvthaywas stolen and compensated for the harm that it has caused my already constant painful life.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: IL

Zip: 61244

Submitted Via: Web

Date Sent: 2023-01-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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