Date Received: 2022-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, Freedom Mortgage called me, having recently purchased the servicing rights to my mortgage loan to check in. While on the phone, they offered to take my mortgage payment over the phone, although I had already set up payment through their online portal. While on the phone, they said the payment went through. A week later, they called to tell me the payment had been reversed- on that call I repeated my checking account information to make the payment that had been reversed. After a series of 4 phone calls with customer service, finally resulting in their listening to the recording of the phone conversation, they determined that the agent had entered the information incorrectly and had failed to repeat the account number back to me to allow me to notice the error. They therefore determined that the {$30.00} insufficient funds fee they were attempting to charge me should be reversed, since the error was entirely theirs. However, three weeks after admitting fault, the charge is not removed, and now customer service is saying that it will not be reversed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This problem is actually due to inaccurate reporting by my mortgage holder Freedom Mortgage Corp which is the subject and related to XXXX prior unresolved complaints - # XXXX -and XXXX. As described in my initial complaint Freedom Mortgage- back in XXXX verified my explanation of events and assured me they would resolve the issue within 15 days by sending Refund Modification documents. Unfortunately that has not happened and I filed a second complaint. In the process of this continued failure FM took my loan out of Loss Mitigation. This complaint relates to the fallout of that action- my stellar credit rating went from the XXXX range down to about XXXX. I went to trade in my vehicle to discover this and was only offered a high interest rate. I was told at that time that after my mortgage company corrects their reporting I could refinance to a lower rate. There is such a disconnect existing within the communication flow at Freedom Mortgage that my phone calls and conversations with representatives or messages on the app are all like starting over and go nowhere. This has gone on for the past 14 months! XXXX did send my account back into loss mitigation last week but no mention of correcting their mistake that affects my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I was hit by a tornado on XX/XX/2022. I had received no insurance money and had to dip into my own annuity for XXXX which I was earning 4 % interest not to mention the taxes I paid for that withdrawal and drain my savings account to get the construction done for my house to be livable again. My insurance company went out of business, the insurance commissioner then turned it over to another insurance company who screwed the whole thing up so my insurance commissioner turned it over to another insurance company called XXXX XXXX They treated me wonderfully. I did everything needed to get me my money reimbursed and sent the insurance checks to XXXX XXXX in early XXXX. I received two checks from XXXXXXXX XXXX with my name and my mortgage companys name which at that time was XXXX XXXX I signed the checks and sent them to XXXX to be counter signed. They held onto it for about two months, and then sold my mortgage off to Freedom Mortgage along with my checks and everything that backed up my losses. I have begged Freedom Mortgage to release my checks and they continuously ask me for more and more information that has already been provided. They are holding up two checks of mine XXXX. One for Dwelling - XXXX and the other for Other Structures - XXXX. They have drug this out for the three months theyve had my mortgage not to mention the time it was held up by my previous mortgage company ( XXXX XXXX ). I have recently been diagnosed with XXXX XXXX, and Im going through treatment and can not even afford my medical bills. I took money out of my own pocket to pay for repairs which an insurance company should have handled without involving a mortgage company such as these two. I even spent money to get a document from my clerk of courts office in XXXX XXXX XXXX to show that I have no liens on my house only a mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 700XX
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: RE : Loan # XXXX FREEDOM MORTGAGE CORP XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX [ PLEASE NOTE : MY EMAIL AT BOTTOM OF THIS FORM IS INCORRECT AND WILL NOT ALLOW EDITING. MY EMAIL IS : XXXX NOT " XXXX ''. ] My mortgage has been deferred for 12 months, and then extended through XXXX XX/XX/2022. They tell me in their letters, they need the info packet completed and returned to them. I have completed their packet and returned to them 4 times. They reason the packet was incomplete, eventhough I completed every thing and each time faxed and then mailed. Because of this vicious cycle with the info packets, I have missed crucial deadlines that would have allowed my mortgage arrears to be placed at the end of loan and I would have kept my extremely good interest rate. In a letter to them, I informed them that my phone and computer was hacked. I didn't have a good phone number to give them and I could not access to my account online. My loan is in default, the arrears are increasing, interest is being charged and all credit reporting agencies are being notified. Creditors have sent letters that theiy will close my account due to real estate issues, late payments. In the beginning of XXXX, I paid the annual real estate taxes, ( XXXX ) I also sent Freedom Mortgage XXXX checks totalling XXXX. They returned my XXXX checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70634
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX {$1300.00} XX/XX/XXXX {$1200.00} XX/XX/XXXX {$1200.00} XX/XX/XXXX {$1200.00} XX/XX/XXXX {$1200.00} XX/XX/XXXX {$1200.00} XX/XX/XXXX {$1200.00} Above is the list of payments that is my monthly mortgage payment. During XXXX of XXXX. I lost my job & request a loan modification. Then XXXX I got XXXX, thankfully insurance with my partner.. but then we both lost our jobs & XXXX at the same time.. again. My lender XXXX says I owe them {$18000.00} But the numbers dont add up. Now they placed my mortgage in loss Litigation without sending me paperwork to request information of XXXX and as of today they listed it on a foreclosure auction
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sold my home on an assumption of my XXXX XXXX. It was originally scheduled to close in XX/XX/2022. Because of errors by XXXXXXXX XXXX, the closing was not finalized until XX/XX/2022. In speaking with people from XXXXXXXX XXXX, the delays were because the company had lost all of the people who knew how to handle assumptions. I was required to make the mortgage payments and all utilities for XXXX, XXXX and XXXX. I was on an automatic withdrawal from my checking account and Freedom Mortgage withdrew another payment for XXXX. The closing date for the sale was XX/XX/2022. I have been trying to get a refund for the payment they were not authorized to take for the last XXXX weeks. Every time I have called them, I get various routings of my call and have been told to contact Loss Mitigation by email. When I send the email outlining the problem, I only get an automated reply, telling me to call the same number I have called dozens of times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage will not accept payments outside the current date window. This is the first lender I have seen do this in all the mortgages I have had over XXXX years. Example I am due for XX/XX/XXXX. I want to pay this payment today XX/XX/XXXX. I can only pay a principle reduction online. Or, I can send in a payment, Freedom Mortgage applies this as a principle reduction which I do not want and I have to call to have the payment applied as a regular payment. Allow customers to make payments as they see fit, stop trying to stretch debt out, or make it unfairly difficult to forward pay your mortgages you service. They have a payment button on the site, however when you click the button, if you are prepaid for that month you can only do a principal reduction unless I mail a check and then call to reallocate the payment. This is an unduly burdensome process for these times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63379
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of 2022 - I paid my mortgage on time. A couple of days later - my mortgage was transferred to a new servicer - freedom mortgage corporation. The mortgage was paid from an old checking account - and the amount was deducted from the account - however they are saying this is not the case. I have provided proof - however they are not accepting it and calling me a liar. now my account is showing past due because when I make a payment towards the end of the month for the coming month ( like I always do ) they are applying that towards the current month. I have recently gone ahead and paid it because they have destroyed my credit- my credit has gone from being XXXX to now only being XXXX. I am very upset and repeated phone calls and messages to this institution have gone unresolved- and I am also out an extra {$1400.00} and they are also trying to assess late charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68135
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We experienced a flood in our home in XXXX, XXXX. As a result, our insurance company XXXX sent us two checks in XXXX ( each over the amount of {$40000.00} for a total amount of {$100000.00} ) for reimbursement of costs we paid to various contractors for construction work, repairs etc. Then, we began the painstaking process of working with Freedom Mortgage to release our insurance money to us. FYI, we did not select Freedom Mortgage as our mortgage lender, our original refinance lender, XXXX, sold them our loan. XXXX XXXX incompetence started at the outset with the excessive hoops they made us jump through just to get the release process started which XXXX purposely makes complicated and burdensome on the homeowner. Finally, after numerous phone calls and emails we were able to get an inspector out to our home on XX/XX/XXXX when, per the adjustor, 99 % of the work was completed. Since then, we've filed the inspector 's report and have requested XXXX to release our money since we are out of pocket in excess of {$100000.00}. They continue to hold our money for NO reason and we're going into the holidays without {$100000.00} of our money. We have no recourse against them other than filing this complaint. We fully understand why Freedom Mortgage has had to pay hefty fines in both XXXX & XXXX for various regulatory violations. Freedom Mortgage should not be allowed to operate as a mortgage lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95746
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to remove PMI from my payments, since my home value has increased way over the amount to meet the LTV requirements. I was in the middle of this process with a previous lender ( XXXX ) but during that, my loan moved to another company ( Freedom Mortgage ). I have provided the current, official tax apraisal that was done recently by XXXX county which increased the valeu of the home from XXXX to XXXX. I waited a few months since my last complain here and contacted them, now they are saying that my LVT is not met, even that in their own report they are listing my property at XXXX USD but apparently for PMI removal they are only considering the XXXX value. I also have received a few letters from them offering me to get money out of my loan, since my property value has increased, but they are also not considering that. I sincerely do not know what to do next since the seasoning is definitely over ( more than 24 months ) and my LTV right now should be about 60 % and not 81 %, basically dividing XXXX / XXXX and not XXXX / XXXX. I am attaching their last response which clearly states the value of my property ( as is ) as XXXX. I did also speak to a loan advisor at Freedom Mortgage and he agreed that the letter was wrong since they should be calculating the LVT against XXXX and not XXXX, however he was not able to change anything since it was a different department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A