Date Received: 2023-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan number is XXXX. I filed for bankruptcy in XX/XX/2022 and the Freedom Mortgage personnel need to get in contact with their attorneys because their claim was not honored by the court. The trustee is not making payments to them. My account needs to be adjusted to reflect that. They were notified but their claim was denied by the bankruptcy court.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: on XX/XX/XXXX our loan modification was finally rectified with the mortgage company after 10 months of checking with them. Only to be told we were missing a payment which was clearly on their end on how the allocated payments. They started researching this and agreed they needed to fix it ( Back in XXXX and XXXX )... Since then I have been waiting for the payment to be reapplied and corrected and now XX/XX/XXXX I have had to call continuously again to try and get them to rectify this. Now i was told that they have to redo the request to get it fixed and escalate it again. But now my credit is reflecting 30 days late and dropped from a XXXX to XXXX based on their actions. I asked them to fix this as well and was told they won't until the first issue is resolved which to me is unfair given that I have waited two months already for this issue and 10 months for the first complaint I had with them. I am in need to make a purchase and have worked very hard to keep a high score only to have it damaged by a mistake that isn't my own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing a formal complaint and requesting an investigation of possible predatory/unethical practices of Freedom Mortgage. I purchased my home on XX/XX/XXXX. In XXXX of XXXX, my husband and I fell ill with XXXX XXXXXXXX, and our mortgage was placed on the FHA forbearance program for 12 months. In XX/XX/XXXX, I applied for a partial claim to put my owed amount on the back end of my loan. Freedom mortgage received my application and proceeded to pull my home title for liens and judgments. Upon pulling of my title, Freedom Mortgage alleges that there was a HOA lien associated with my home title ( My home is not an HOA ), they claimed that the judgment was placed XX/XX/XXXX. I did not purchase my home until XX/XX/XXXX. I explained this to them over the phone and supplied documents via email of my title insurance policy guaranteeing no judgments or liens found on my title or against my husband and I at the time of purchase. During this process of my application being reviewed I was sent a letter ( see attached ) that stated I had until XX/XX/XXXX to supply supporting documents of " release of HOA lien '' before any further action was brought unto my account. I supplied my title insurance policy clearing my title on XX/XX/XXXX via email ( SEE ATTACHED COPY ) to their loss mitigation department. On XX/XX/XXXX I was notified via email of an account status change and found out that I was taken off loss mitigation without any explanation. I called their customer service number and wasnt given a clear explanation of why I was taken off loss mitigation but was assured that I would be placed back on since I promptly supplied the necessary documents for my partial claim application. I called every day since the XXXX and was given constant reassurance that I would be placed back on loss mitigation with each representative making " notations '' in my account to have me placed back on loss mitigation. However, I was never placed back on loss mitigation, which protects my home from foreclosure proceedings. On XX/XX/XXXX I received in the mail, Notice to intend to Foreclose my home ( SEE ATTACHED ). The letter was dated XX/XX/XXXX. Which was weeks before the initial date of XX/XX/XXXX that they gave me to supply my supporting documents before any further action was to be taken to my account. I called again to their loss mitigation department and upon further investigation found out that I was taken off of loss mitigation in error and that the name associated with the lien on my home was similar to my husbands name but not his correct name. My husbands last name is similar but not exact to the name associated with the alleged judgment lien. When I asked whether their title searched included other identifiers such as social security numbers or other forms of identity, they could not tell me. From what it seems like the judgment liens that were allegedly found against my home are of a person with a similar name of my husband, but they are not the same person. In addition, I did my own investigation to try and find said judgment liens against my home and found no trace of what Freedom Mortgage alleges was found in their title search. Nothing on our credit report XXXX XXXX XXXX XXXX, or land records. I have since paid {$130.00} to my original settlement company to perform an updated title search so that I can have definitive proof of what is and isnt on my title. I have not been given any documentation of the alleged liens that were found on the title search report from Freedom Mortgage, I only have the information that Freedom Mortgage customer service representatives have given me via phone. Freedom Mortgage has lost my trust during this process, and I believe there is a possible conspiracy within the company to foreclose homes under FHA Forbearance. I am requesting an investigation into my account with Freedom Mortgage and for my account to be placed back on loss mitigation IMMEDIATELY to prevent further foreclosure proceedings. I have attempted for over a week now to get this resolved and it is clear that Freedom Mortgage is either outright refusing to place my account back on loss mitigation or their loss mitigation department is being grossly negligent. I am requesting assistance in this matter as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Applied for assistance to XXXX XXXX XX/XX/XXXX XXXX electronically requested documents to bring the loan up to date XX/XX/XXXX I Called Freedom Mortgage to request an update on the status of the documents requested. The response was that there was no record of such a request and that the department had documented any interaction with XXXX XXXX XX/XX/XXXX I Called XXXX XXXX requesting an update on the application, and they stated they still had not received any communication from FM. XX/XX/XXXX I Called XXXX and spoke to supervisor XXXX, who confirmed that XXXX department that handles communication with XXXX XXXX had no record of action from that department nor any pending actions. I reiterated that XXXX XXXX has electronically requested documents to help bring my load current on XX/XX/XXXX. He stated there was no record of any pending actions and that he would email that department and place a XXXX hold on my foreclosure. He recommended I call back after the holidays and that someone would reach out to me via phone with further information. I confirmed my application #, and the best way to reach me. I had a HUD XXXX XXXX XXXX with me on the phone for both calls on XX/XX/XXXX. XX/XX/XXXX I Followed up with a call to XXXX at XXXX XXXX and asked for an updated and if there had been any communication between XXXX and the program. They stated they had not received any information. They also confirmed that an initial request for documents was sent on XXXX, and a request for escalation was submitted on XX/XX/XXXX. XX/XX/XXXX I called XXXX with a requested update. The agent stated that no pending actions or communication from the department had been conducted since XX/XX/XXXX and that no communication was responded to either XXXX XXXX or XXXX, the supervisor who had sent an email on XX/XX/XXXX. I was told XXXX as on not available/at the office. XX/XX/XXXX I Called the HUD XXXX ( XXXX XXXX XXXX ) and explained the frustration of my situation and the history of calls with XXXX. We both called XXXX and spoke to rep XXXX, and she confirmed the history of calls on the dates above, communication, and email request. She also confirmed the internal correspondence conducted by supervisor XXXX to the team in charge of communicating with XXXX XXXX. She also confirmed there were no pending actions or communication with XXXX XXXX. She submitted a reinstatement letter and stated that I should send prof that XXXX XXXX is awaiting XXXX response. HUD XXXX recapped the conversation. However, we did not get any answers clarified as to why XXXX has not responded to XXXX XXXX in over 60 days ; it has affected my credit and employment and created an unnecessary burden on an account that could have been resolved already. My home is currently in active foreclosure. As you can see, I have tried over XXXX times to advocate for myself and help my loan come current ; this mishandling of coordination on Freedom Mortage is unacceptable, and its leadership should be accountable. Please see the document in file for pictures and proof of account status.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92108
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in a current dissolution from an XXXX man who is on the deed to my home, but not the note. I have a XXXX order against him. In XX/XX/2022 I entered forebearance, and was promised by Freedom Mortgage, my lender, that I did not have to make payments for now. In XX/XX/2022, Freedom Mortgage said I needed to remod my loan or they would foreclose. I agreed and started the process. My separated spouse refused to sign the documents and the remod expired and was reinitiated. He refused again, and I retained counsel which cost me {$5000.00} in lawyer fees to obtain an order compelling my separated spouse to sign the papers. The papers were signed in open court in front of a Judge, a notary, XXXX witnesses, my separated spouse and myself. The papers were sent to Freedom Mortgage. Freedom Mortgage rejected the papers, stating that the witnesses did not date their signatures. All parties present bore witness to the fact that they DID date their signatures. Freedom refused to provide evidence until XXXX phone calls later, they finally cooperated. Somehow, the witness signatures were missing dates- we all firmly believe the documents were fraudulently altered by Freedom. Now, Freedom is threatening foreclosure again. They sent a second set of documents demanding I sign them, however, my set of signed papers were accepted in XX/XX/2022. My separated spouse 's papers are the ones rejected by Freedom ( the fraudulently altered set. ) Per the new FHA HUD guidelines, Freedom was required to consider excluding my separated spouse 's signatures due to XXXX XXXX. They refused to consider and refused to explain their decision. They continue to do so. I have been paying my mortgage, and living under their threat of foreclosure despite my full cooperation. I am a single mother, and run my business off my property. I need help facing this massive criminal entity. I contribute to the local economy, provide jobs, and my property has won the XXXX XXXX XXXX XXXX for my dedication to conservation through my nursery business on the property. I need help please!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34243
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan servicing company was transferred in XX/XX/2022 from XXXX XXXX to my current servicing provider, XXXX. All payment amounts and information were transferred as is and I had made every payment required by the prior servicing company, XXXX. Unbeknownst to me there was a shortage in my escrow account. When the new servicing company, XXXX, acquired the loan, they assumed the risk as is with no due diligence or review on their end and even more so, no notification to me that there was a potential problem. Fast forward towards to the end of 2022 and I receive a letter in the mail notifying me of the shortage amount of {$3400.00} and that I will be responsible for paying in increments over the next XXXX months, thereby significantly increasing my mortgage payment. I called XXXX to help explain the situation. After reaching several different levels of customer representatives, I finally reached a XXXX XXXX at XXXX who helped explain the situation as a mistake made at XXXX when calculating my escrow balance and funds needed. My complaint, and what I am looking to resolve, stems from the fact that this error made was on the mortgage servicing provider. Both XXXX, who originally calculated it incorrectly, and XXXX, who assumed the risk as is with no due diligence and failed to ever notify me of a shortage so I can take earlier steps to rectify. I am asking for the relief of the full shortage, {$3400.00}, as to make me whole of a mistake made by the company, not the home owner. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I contacted Freedom Mortgage to see if I could have my PMI removed. I was told I'd pay {$150.00} for a BPO and it would be removed if it qualified. Then I received a letter stating it wasn't eligible for BPO review until after XX/XX/XXXX because I needed to pay 2 years on the house. In XX/XX/XXXX, I again requested a BPO review by secure email. I received a response stating that I would need to pay {$450.00} for an appraisal. When I called, I was told that the fee is {$150.00} and it must be a typo, but then the agent looked further and said that West Virginia is the only state that Freedom Mortgage requires a {$450.00} appraisal and not a {$150.00} BPO. Additionally, Freedom Mortgage states that even if I pay my mortgage down to 80 % of original value, I will have to pay {$450.00} appraisal fee before they will remove the PMI. Why is WV the only state that must pay significantly more to remove PMI? And once I've met 80 % of my original purchase price, how is it not contrary to the Homeowners Protection Act to have to pay {$450.00} for an appraisal just to avoid paying additional PMI?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 25177
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Validation of Debt Freedom Mortgage Account # XXXX Please take note that, pursuant to the Fair Debt Collection Practices Act section 809, I request that you validate the debt of each account number listed above in this notice. Please validate the debt in compliance with FDCPA by mailing me the following information. This is to inform you that I am a " consumer " as defined by the provisions of 15 U.S.C. 1692a ( 3 ). This letter is to further inform you that I deem you as a debt collector, subject to the Fair Debt Collection Practices Act, under 15 U.S.C. 1692a ( 5 ). 1. The original contract bearing my name for the account. 2. Chain of custody proof for each Promissory Note for each account. 3. The origin of the funds that created this alleged debt for each account. 4. The true records of the organization showing that there was an Honest disclosure of Facts relating to this alleged loan in compliance with the Truth in Lending Act! 5. The person who prepares and swears to the validation Must describe, 6. Your job Description 7. How long you've been in this position? 8. Do you have personal knowledge about this alleged debt or account?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage bought out XX/XX/22. They have screwed up my payment every month by continuing to send the wrong account number. I have talked to at least 4 people giving and re-giving the correct number yet every month it is returned for incorrect account number by my bank. Today the person helping me said they only see one request for account number change, I have made 4-5 on the phone, changed it on the online site and even sent forms through to the mail. I have never had this type of problem before and feel that this could eventually damage my credit or that I am at risk for loan issues in the future. Also I get no timely correspondence and have to just monitor my account for payment confirmation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85704
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back in XXXX of XXXX, we accepted the Covid 19 forbearance plan with our mortgage company. We accepted this program as we fell into shipping issues with our company. They didn't receive the right machines and materials ; therefore we couldn't produce the products for our company. Eight months later we had to close our doors and had to file bankruptcy. We stayed in that program and accepted the extensions until it ended in the fall of XXXX. We started a VA loan modification in XXXX of XXXX. In XXXX of XXXX we received the documents back and were told to accept it or if the payment were not acceptable that we can deny and that our mortgage company would counter back with a lower monthly payment, or they could see what they could do. Then from XX/XX/XXXX to XX/XX/XXXX we awaited to hear back about a new amount. We never heard back from them so we reached out in XX/XX/XXXX as we received a document stating that we should notarize documents for a VA partial claim. At the same time Freedom mentioned the Michigan Homeowners Assistance Fund. and we also applied with them as Plan B as that was a better option being interest free and if approved pay up to {$25000.00}. Keeping our current interest rate and a close amount to our original monthly payment. We went to our bank and had them notarized within the time frame and mailed them out. Then we called to investigate the status of the partial claim XXXX XXXX and they explained that we were denied as they needed more financial information, but we were not told that on the phone when we called. Throughout this process we did not get calls and neither did XXXX XXXX XXXX. They said we just needed to notarize, sign and send back. Also, were told that not only were we denied but that the program had ended in XX/XX/XXXX even though Freedom gave us forms to have them signed beginning XX/XX/XXXX. XXXX?? We were notified that the VA partial claim program ended in XXXX, and they can not proceed with that any longer. Then mid XXXX we started the Loss Mitigation process and did a VA loan modification application package. XX/XX/XXXX we uploaded the application with the required documents. Then XXXX XXXX we went back and forth with them saying they needed more documents, and we furnished them. Then on XX/XX/XXXX we saw online that our account went into active foreclosure and on the very same day that our account was in active loss mitigation stopping our foreclosure as we were told on the phone when we called them. I tried to get a cease-and-desist letter from our mortgage company as we were contacted by a local appraisal company to do a liquidation appraisal on our home, further causing mass stress and confusion. I was told by many reps that they would email me the letter and send it in three days. That never was also told that it could take a week by another rep when calling. So, we had to go ahead with letting the appraiser come into our home, which as you can imagine caused further stress as it was invasive and right before XXXX. From XXXX XXXX XXXX we kept in communication by calling them and just being informed with the status. At that point it was being reviewed by the underwriters and for us to just wait. Monday the XXXX of XX/XX/XXXX we were informed that we will start our 3-month forbearance trial payment period of {$210.00} a month. Then XXXX XXXX mortgage company will reach out with our loan modification documents to sign and notarize. Today, the XXXX of XX/XX/XXXX we inquired the status of our application with the Home Owners Assistance Fund and explained the nightmare that we have been through, and our case worker said he needed one more clarification and that as of today we were conditionally approved. So now we have many questions for the mortgage company as we want to know what we have to do to pay off the unpaid balance, after MHOAF pays off {$25000.00}, we owe still owe {$4000.00}. Our issue now is that we are not getting accurate information about what will happen with the unpaid balance. We have been told our interest rate would remain the same as I am a veteran and have a VA LOAN. Then we were told no it would not be honored still and be at the current market interest rate. Also, we were told we would have to do another loan modification for the unpaid balance, and we were told we could negotiate terms and add it to the loan as a deferment. Until the loss mitigation goes into active status, and they receive the application and all required documents our mortgage company said they could put us into foreclosure status again. Our case worker from the Homeowners Assistance Fund advised us to reach out to the Consumer Finacial Bureau for help in hopefully streamlining the last stage of this process. We are going ahead with the homeowner 's assistance company with their offer and would love to tack on the unpaid balance after the program pays instead of doing another loan modification that Freedom says we have to do. This has been an absolute nightmare of a year, beyond covid years, and almost considered litigation, but just want to really get back to paying our mortage again and focusing on our business and children. Thank you, XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A