Date Received: 2023-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, In the month of XX/XX/XXXX, I received a letter from Freedom Mortgage explaining that my mortgage payment would increase due to a mortgage insurance increase. I was told by the Freedom Mortgage representative that this increase was requested in the month of XXXX for a {$190.00} increase that had been paid out until XXXX when I was finally made aware of this. Totaling a little under {$1200.00}. I then contacted XXXX my mortgage insurance company, to find out why I had not been informed of this increase. The XXXX customer service representative apologized and stated that they thought that I had received a letter informing me of this increase. That phone call took place on or about XX/XX/XXXX a couple of days before my birthday the XXXX of XXXX. In that same week I hired a different mortgage insurance provider and notified Freedom Mortgage of this change. I also informed the Freedom Mortgage representative that as soon I received the check from XXXX that I would forward that check to Freedom Mortgage and I requested at that time that a recalculation of my escrow account be done. I received the check from XXXX on or about the XXXX of XXXX, XXXX and I mailed the check from XXXX as I received the check to Freedom Mortgage. I had not heard anything from Freedom Mortgage for about three weeks. So, on or about XX/XX/XXXX I contacted Freedom Mortgage to find out if they had received the check that I had mailed to them and if they had done the recalculation of my account. The Freedom Mortgage representative stated that they had not received my check. Which made no sense to me. So, I called XXXX about the check. XXXX explained that my check was cashed by Freedom Mortgage on XXXX XXXX and sent me pictures of the cashed check. I again called Freedom Mortgage back and asked to speak with a supervisor. I informed her of what I had found out and she was able to locate my check. She explained that Freedom Mortgage had applied the check from XXXX XXXX XXXX written on the check to interest of my loan. The supervisor requested to have that check reapplied to my escrow account and requested a recalculation of my account again. During the months of XXXX and XXXX of XXXX, I continued to pay {$1100.00} on time as I have since Freedom Mortgage purchased my loan back in XXXX of XXXX. After the recalculation on or about XX/XX/XXXX, I found that the Insurance increase really had nothing to do with my monthly mortgage increase as Freedom Mortgage first alleged. The representative explained that there was an escrow deficit since Freedom Mortgage took over my loan back in XXXX of XXXX. Clearly Freedom Mortgage had not done its due diligence in the entire eleven months of purchasing my loan and allowed this imbalance to grow for the entire 11 months. The representative explained that after the recalculation my new payment would be {$1200.00} and in the month of XXXX and XXXX of XXXX, I paid the {$1200.00}. Freedom Mortgage clearly is not interested in facts. I have received notices that I am enclosing during the recalculation period. Before the recalculation I was requested to pay by Freedom Mortgage {$1300.00}, {$1200.00}, and {$1200.00} as my new monthly payment. It appears that after doing absolutely nothing to rectify this unmanaged mess that Freedom Mortgage single handedly created. Freedom Mortgage is now in a rush to correct the mismanagement of my account. I informed Freedom Mortgage that I am a XXXX XXXX XXXX XXXX and that my fuel expense weekly was in excess of XXXX dollars for fuel alone. I made it clear that there was no way I could afford {$1300.00} a month especially while there was a recalculation request in process and a check was on its way from my old insurance company. It absolutely makes no sense to pull fictitious numbers out the air all the while knowing that a recalculation would be done shortly to effectively have factual numbers going forward. Please be advised that this is the second letter that I am writing to the Consumer Financial Protection Agency about Freedom Mortgage in less than 30 days. My first letter complained about this same escrow issue and XXXX Mortgages response had nothing to do with my complaint that I wrote to you. Freedom Mortgage response stated that the correspondence sent to the credit bureaus was accurate and that my account was in good standing which is what I received in XXXX of XXXX. I also received in the month of XXXX a notice that my credit score had dropped about 100 points due to the allegation of being thirty days late in XXXX and XXXX of XXXX to Freedom Mortgage. XXXX and XXXX come before XXXX, so I would have to believe that Freedom Mortgage intentionally lied to me and the XXXX. This was a malicious intentional covert act intended to stop me from departing from this incompetent and inept Mortgage company known as Freedom Mortgage. In the month of XX/XX/XXXX, I had contacted 5 Refinance companies regarding cashout options and transferring my loan to a different lender. My credit scores were XXXX, XXXX and XXXX on XX/XX/XXXX, and 3 days later I was notified that my scores had dropped about 100 points due to Freedom Mortgage notifying the Credit Bureaus that I was 30 days late on my mortgage payment. This is an outrageous lie perpetrated by Freedom Mortgage. I am including my monthly mortgage payment as it deducted from my bank. It is clear that Freedom Mortgage is desperate to keep clients whom want nothing to do with such horrendous bookkeeping and their pathetic retaliation practices. In closing, Freedom Mortgage offers customer a shortage repayment faxs sheet. The first entry is ( am I required to pay my shortage in a lumpsum? ) Freedom Mortgage response is ( no the customer may elect to do so at your own discretion. ) This being the case then why is Freedom Mortgage forcing me to pay {$1300.00} when I have already informed them that I can not afford to pay that much each month even though I have increased my payment from {$1100.00} to {$1200.00} already. The shortage repayment form from Freedom Mortgage clearly states that a customer can pay their escrow shortage at their own discretion. Either this is a practice of deception or it is intentional sabotage directed towards a first-time home buyer. There is no good reason why Freedom Mortgage would contact the credit bureaus all the while knowing that I have never ever been late EVER!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27360
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear Sir, Ma'am Greetings, As a XXXX XXXX, and due to the Covid pandemic, in addition to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I went through, I was not able to keep up my mortgage in the property located at XXXX XXXX XXXX, XXXX XXXX XXXX I was placed on VA approved forbearance plan for XXXX months. However, I needed a six month-extension for my forbearance plan while I am collecting the money to become current in my mortgage. The VA administration issued the circulation XXXX XXXX to grant all veterans an addition six months for forbearance plan totaling eighteen months. I engaged my loan servicer ( Freedom Mortgage ) to request this VA approved six-month extension. But Freedom Mortgage denied my request. Freedom Mortgage said your loan lender ( XXXX XXXX ) approved Freedom Mortgage 's rejection to my request of the six-month forbearance extension. During my phone conversation of XX/XX/2022 with the XXXX XXXX XXXX XXXX XXXX. She informed me that my mortgage account was unjustly referred to foreclosure proceedings. She added I and all veterans were granted that six-month extension by the Department of XXXX XXXX. XXXX XXXX, also, advised that I file a complaint with Financial Consumer Protection Bureau because Freedom Mortgage violated my rights by their decision. Thank you in advance for your help and assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31312
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company is Freedom Mortgage. I have 1 day lapse insurance. it triggered to open an escrow account and enforcement insurance place. I took care of it and paid for that day lapse. Provided all my insurance informations showing that I have coverage from XXXX. They mailed me a letter saying that they were able to cancel the enforcement insurance but the payment still reflect in my statement. They still charging me {$57.00} inbound. I have numerous times and the representatives were clueless. They tried to do analysis and research, they keep telling me to call back 7-10 days to see the updates. It has been like this for months. I am so tired of this company. Ive put everything in writing and fax over to the escrow department saying that I want to purchase my own insurance and ask them to close it. I also emails and begging for me but they wont do anything. Can anyone help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92780
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage was transferred from XXXX XXXX XXXX to Freedom Mortgage and after the mortgage was transferred XXXXXXXX XXXX XXXX charged me {$120.00}, After I filed a CFPB complaint XXXX, XXXX XXXX XXXX admired it is their error ( attached they said that Freedom Mortgage needs to refund me since I was forced to pay the {$120.00} extra on the first-month payment on after several conversations with the freedom mortgage agreed to apply the {$120.00} to the principal but they reversed it on XXXX without my knowledge and reversed the interest with XXXX and reduced my principal {$120.00} and {$0.00} each month since XXXX. I had several conversations with Freedom Mortgage representatives, they are very rude and discriminative. and refused to let me speak to their manager
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, a transfer of mortgage servicing from XXXX XXXX XXXX to Freedom Mortgage Corporation servicer occurred. I received my escrow analysis in XX/XX/XXXX from Freedom Mortgage and they assessed that my escrow payments will increase on XX/XX/XXXX to {$570.00} per month due to a {$7200.00} shortage. When I look at their actual activity for escrow money paid in and paid out from website payment history on XXXX XXXX ( XXXX XXXX XXXX ) and Freedom Mortgage ( https : //myloan.freedommortgage.com ) it did not match. I calculated that I paid in {$20000.00} and paid out ( {$18000.00} ) in my escrow. Freedom Mortgage calculated that paid in amount is {$13000.00} and paid out amount is ( {$11000.00} ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 107XX
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During Covid19, XX/XX/XXXX I was approved for a forbearance on the VA loan with Freedom Mortgage. I took the forbearance for a 12 month period and at the end of the forbearance I communicated with Freedom Mortgage I was ready to accept the VA partial Covid19 Refund Modification I was eligible for. I received the notification I was eligible in XX/XX/XXXX. It was never mailed to me so I called and found out from an associate I was eligible. She said all I had to do over the phone was to agree that I accept the terms while on the phone and they will send me the final paper work by mail that will need to be notarized. This was beginning XX/XX/XXXX. I called again beginning XXXX of XXXX still not having received final paper work. I finally received final paper work end of XXXX XXXX XXXX. Scheduled the notary and met with them. We couldn't do the paper work because it was sent in my XXXX 's name. He died XXXX and I inherited the property that is now my residence since. We called Freedom Mortgage while together and the rep apologized and said they would fix that right away with my name and return the paper work. I called once every 3-4 weeks after that and still no progress on the paperwork. The rep I spoke with from Freedom Mortgage said to start paying the new outlined modification mortgage P & I starting XX/XX/XXXX and I should be good to go once the paperwork gets to me. Still no paper for months and me calling once a month asking for a time line. Sometime this summer Freedom Mortgage now says after months of no progress they now need to make me successor in interest. asking for all the same paper work I sent them in XXXX of my dad 's death and my court signed paper work that I was his representative. So that also drug out through fall sending them paper work I had already sent them and in XX/XX/XXXX they added one new requirement. My birth certificate showing I was related to me dad. Now all this time has passed with me following and submitting everything they have asked for and paying the mortgage they told me to pay per the new modification to the loan to find out my home is now in the starting processes of foreclosure. I was told by Freedom Mortgage that I wouldn't have to pay a lump some for qualifying for the refond modification. I have done my part and have listened to the associates each step of the way to secure the final paperwork for the modification of the partial VA and the last minute, we need to confirm me as an successor in interest. 14 months Freedom Mortgage has dropped the ball in communication between departments, and to me, Freedom Mortgage now says the original offer Covid19 modification is withdrawn and another process of setting up a new one will disqualify me having the better interest rate now the have come up. They messed this whole scenario up by not following through internally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had multiple conversations and hours on the phone with personnel acknowledging overpayments in fact on my account and say they have to escalate it to get it resolved and then nothing gets resolved. Freedom Mortgage XXXX I am behind 1 payment yet when you look at my payment history from their site since my XX/XX/XXXX refinance, I have made 28 payments with additional funds showing yet since XXXX they tell me I am behind, this was the month that they also generated XXXX XXXX statements and show 1 payment sitting in a suspense account that they will not recognize. XXXX XXXX and funds in suspense attached. Inquiry sent today XX/XX/XXXX and XXXX : Hello, I am asking again that my account be reviewed and corrected. I have made 28 payments since I refinance in XX/XX/XXXX. My payment history attached from your site and my bank records reflect that. However, you have put funds in suspense in XX/XX/XXXX that total 1 mth payment. The next 2 months I paid additional to catch up on the XXXX loan amount that I was not aware of because I am set up for auto pay through my bank. I am not behind on my account. Please apply funds in suspense to my account. Again, the attached pmt record is from your site. Thank you in advance, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93312
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought a new home XXXX XXXX and XX/XX/XXXX XXXX I received an adjusted Mortgage Payment bill. I am aware that the taxes are estimated and that I would get an adjusted bill. I went on to the XXXX County Treasures site to get my new Tax Amount. I added that to my Principal and Interest and Insurance and came up with the correct adjusted payment ( {$1900.00} ) this is what I sent in for payment. The OLD PAYMENT was {$1900.00}. Merely a {$33.00} difference. They sent me a Mortgage Payment bill for {$2100.00} ( THAT WAS NOT CORRECT ) So why would I pay that amount? I called several times to speak to someone in escrow about the adjustment. I was asked to send over a copy of the XXXX County Treasurers page showing the new taxes. I emailed through their site and I mailed a hard copy. As I have enclosed, it is VERY CLEAR what my new payment should be. Since Principal and Interest DONT CHANGE and my INSURANCE is the same. The only thing different is TAXES. So I added the adjusted taxes. It is laid out on paper with different colors and an explanation and supporting documentation. But no one received it that could address it and rectify. I also noticed that my TAXES were not paid correctly. As of XX/XX/XXXXXXXX I had an OUTSTANDING AMOUT DUE OF {$1000.00}. The amount due was {$1600.00} and only {$610.00} was paid. As of XX/XX/XXXXXXXX The OUTSTANDING AMOUNT was NOW {$1000.00} because a Late Fee of {$40.00} was added to the {$1000.00} for a total of {$1000.00} In addition my NEXT INSTALLMENT was due on XXXX/XXXXXXXX for {$1600.00} and it was also PAID LATE on XX/XX/XXXXXXXX I had called the lender to plead with them to pay and bring me current. There was plenty of money in my impound account. Then in XXXX I get another adjusted Mortgage Payment bill. It now has included my " Builders Assessment Fee '' on it. I have been paying my " Builders Assessment Fee '' directly through the coupon book that was sent to me. In fact, I paid ahead of time until XX/XX/XXXX. I put 50 % down payment on my home. An IMPOUND ACCOUNT WAS VOLUNTARY. I authorized Tax and Insurance ONLY. I spoke to many customer service people about all the above issues and told them to REMOVE the " Builders Assessment Fee '' NO ONE knew what to do. I emailed and physically send a 22 page letter and supporting documentation to address everything. I received a call from XXXX telling me that I was late on my payment and I was reported to the Credit Bureau. WHAT????? My check was cashed " On Time '' XXXX said because it was not the amount they asked for, they cashed check, but DID NOT POST check. OMG, I have perfect credit and I always pay in full and on time. This is NOT FAIR. I have tried to rectify this issue with many many phone calls, emails and direct mail. XXXX told me, It would help the situation if I paid the figure they had originally sent me to bring it current. So I paid the difference for XXXX and paid XXXX on the phone. So I could be caught up in their eyes and then I would fight to get the over payment back later. I received a letter saying that the " Builders Assessment Fee '' Must be paid through my Mortgage Payment. What?????? I called AGAIN!!! about this issue and I was told, the only thing I could do is REMOVE THE IMPOUND ACCOUNT all together. So, I said OK. I left a voice mail and I REQUESTED IT IN WRITING. I then get a letter telling me, because I have a LATE PAYMENT and that my impound account is short. I CAN NOT REMOVE THE IMPOUND ACCOUNT. Why would my impound account need to be fully funded if I am removing it? OMG, I am freaking out. This makes NO SENSE. I CAN NOT SEEM TO SPEAK TO A SANE PERSON. PLEASE HELP ME!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was told by Freedom Mortgage representative that my old mortgage was closed and she transferred my new loan to a different type of an account that I could still make payments to and provided me the new account information for XXXX XXXX. After a years time I refinanced our current home with my wife and their representative confirmed with a CFPB agent that my loan was paid in full with them. I am now currently in a legal judgement with the titling agency where they paid Freedom Mortgage after they contacted them and I am at risk of losing our current home as a XXXX veteran with XXXX children because of their misinformation provided on a recorded line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I WAS ON A PAYMENT PLAN WITH FREEDOM MORTGAGE, I NOTIFIED THEM IN XXXX VIA PHONE CONVERSATION THAT MY HOME WAS PENDING SALE, ON XX/XX/2022 I ASKED THEM FOR THE PAYOFF BALANCE, AND IT WAS GIVEN TO MYSELF AS WELL AS MY REALTOR. I OWED XXXX MY HOME SOLD FOR XXXX I RECEIVED A CHECK FOR XXXX. THEY STATED MY HOME WAS IN FORECLOSURE AND I NEEDED TO PAY ATTORNEY FEES, A HOME CAMT BE SOLD IF IN FORECLOSE, I WAS NEVER SERVED BY AN ATTORNEY, I NEVER WAS SENT ANY CERTIFIED MAIL OF A POSSIBLE FORECLOSURE, I AMM ASKING THAT ALL ATTORNEY FEES BE RETURNED TO ME PROMPTLY, AS FAST AS THEY TOOK THE FUNDS RETURN MY MONEY SHOW PROOF OR JUST CAUSE WHY I WAS HARGED ATTORNEY FEES, ND NEVER SERVED WITH FORECLOSURE NOTICE, NO ADD IN PAPER, NO COURT DATE, NO ATTORNEY OFFICE ON RECORD, NO CERTIFIED LETTER,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A