Date Received: 2022-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Me and my husband are a month ahead on our mortgage payment but they are trying to say that we are not ahead that we are late and they keep hitting us were late fees. Also when we make the payment, they are taking our money and putting it towards escrow or principal and then they also asked us to pay more money but we are already caught up. Its like they are trying to set their customers up to fail and if they thought we were dumb enough to fall forward, they would continue to try to take our money. We do have bank statements of every payment that we have made. We are caught up and they are trying to rip their customers off. We didnt even go to this mortgage company. I believe they bought our loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Changed insurance companies in XX/XX/2022 for my mortgage. XXXX XX/XX/2022. Sent Freedom Mortgage company a notification stating changing insurance companies and not to send payment to XXXX XXXX XXXX XXXX as they were being canceled. Notification to cancel XXXX XXXX XXXX was sent XXXX XX/XX/2022 via my insurance agent. Sent all required paperwork for new insurance company on that same day to Freedom Mortgage. Insurance agent has receipts showing they received it and sent again on XXXX XX/XX/2022, since they never admitted receipt for new insurance company. Mortgage company sent payment of {$5000.00} to canceled insurance company and not to new one. Canceled insurer sent refund check to me. Mortgage company demanded and gave instructions to have all monies be sent back to them and they will pay new insurer. Mortgage company never sent payment of {$2300.00} to new insurer within allotted time of 3 months since initial policy date back in XX/XX/2022. On XXXX XX/XX/2022 XXXX canceled the policy due to nonpayment. On XXXX XX/XX/2022, Freedom Mortgage admitted to their mistake via phone conversation, however, as of XXXX XX/XX/2022 seems unwilling to work or compensate for their error. Can not get new insurance thru same company until after 30 days from cancelation date. New insurance policy with a different company will cost x2 as much as original quote. Their failure to pay has now placed an undue burden on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32578
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had applied for loss mitigation with Freedom Mortage. I was told by Freedom Mortage on XX/XX/XXXX all documents are in waiting on a response. Again Freedom Mortgage on XX/XX/XXXX all documents are in waiting on a response XXXX weeks before my property was sold at auction. I was not made aware by Freedoom Mortage of an Impendinging foreclosure on any of these calls. The ceritfied mailing I did recieve was sent in XX/XX/XXXX. Records show nothing was signed for after that. Freedom Mortage continuse to refer to XX/XX/XXXX that my loss mitigation case was closed but according to their own records from numerous phone calls and notes on my account this is not accurate. On XX/XX/XXXX I was instucted by Freedoom Mortage to send another loss mitigation packet which I did. I am currently fighting eviction from my home which was sold at auction. Freedom Mortgage needs to recind this foreclousre instead of dishonestly giving thier customers the run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is aware of my participation in the XXXX program. I have called Freedom Mortgage on XX/XX/22 on which I spoke to XXXX inquiring about my XXXX payment being received on which he said no and that I should reach back out to XXXX. I contacted XXXX on XX/XX/22 on which I spoke with XXXX who confirmed that the payment was sent out on the XXXX of XXXX. I called Freedom Mortgage on XX/XX/22 on which I spoke with XXXX ( ID # XXXX ) in which she stated that there is no payment made on my account for XXXX and she doesnt see where the payment was received on her end. I sent a secure message in the Freedom Mortgage app on XX/XX/22 asking again about my XXXX payment in which I am still awaiting a reply. On XX/XX/22 I spoke with XXXX ( ID # XXXX ) from Freedom Mortgage asking about my XXXX payment in which she stated she doesnt see any payment for XXXX. I would like to know where my XXXX payment is as it was sent the same time last month and received with no problem. This is very frustrating and stressful and I would like answers as there are a few people who I am friends with whos also working with the XXXX program that have received their XXXX payment and theirs was also sent out on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am in good standing with my mortgage payment. Never late. Two months ago, my mortgage was sold to Freedom Mortgage ; in order to enroll in autopay, customers are required to fill out a form and send it by mail. That's precisely what I did. Unfortanelly on XX/XX/2022 I was hospitalized for more than a month ; by the time came out of the hospital XX/XX/XXXX ; I realized that my payment was not collected by Freedom Mortage, I paid right away. But they reported to the bureaus hurting my credit score immensely. I called Freedom, and the representative was nice ; she understood the mistake and try to speak to her supervisor, who said they could not do anything since I had already been current in my payments. That if I had not paid, they could have helped. This is unfair. and it does not make sense. This a mistake on their end which I catch too late. Hopefully they remove this mark.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90027
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2022 Freedom mortgage sent me a notice of an escrow analysis that was incorrect trying to raise my payment another {$150.00} they said the tax escrow was wrong .... we had the same problem last year I filed a complaint then and I'm filing another one now... When I first did my refinance my payment was {$820.00} then it went to XXXX then it went to XXXX now they're trying to say I owe {$1000.00}... the first year they did my refi they only put in half my taxes in an escrow account so of course that makes it short... .their fault not mine... now they put in my taxes three times and of course that makes it short... I tried to get them to correct this and instead of taking out the one in XXXX they took out the one in XXXX which means there's a payment in XXXX and XXXX which is incorrect .... when they finally got it corrected as to XXXX and XXXX they had the amounts wrong ... .. in XXXX XXXX the first payment is smaller then the second payment... I have been calling them and dealing with them redoing the escrow since XXXX .... all the while they put things in as partial payments while they charge me interest and all the while they report to the credit bureaus that I'm late and tank my credit rating .... On XX/XX/XXXX I received my new tax rate bill from XXXX XXXX Wisconsin and it was less than what their estimated escrow was ... .I called them and reported it and ask for yet another escrow analysis .... probably about the XXXX time... I will wait to see if they did it correctly otherwise I will complain again...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 539XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I was approved for XXXX payments on XX/XX/XXXX in which they would make payments for the next 6 months starting XX/XX/XXXX for both utilities and mortgage. My utility payments have been applied no issue. However, my mortgage payment has not applied. When I called XXXX ( XX/XX/XXXX ) they advised the payment was sent first week of XXXX along with utilities. When I call Freedom Mortgage ( XX/XX/XXXX ) they say no payment has been received. They have my approval letter ( sent on XX/XX/XXXX ) but say no payment received even though Ive informed them XXXX confirmed payment sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32720
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom it may concern, I have submitted my escrow analysis with Freedom Morgage company for an update on my taxes since XXXX XXXX I have called and complain to the company on why this problem has not been fix all they tell me is call back in 8 days and they keep pushing the issue on and on. The company quoted me for XXXX a year as a Morgage payment in which, I have proven that is not XXXX its XXXX a year. The company refuses to deal with the issues nor fix the problem in which they are over charging me. I spoke with the escalation 's specialist XXXX XXXX XXXX from freedom Morgage, and she stated they received the information, and they will look into in which nothing has been done in over 2 months and I'm stuck with an overcharge for the past 8 months since we bought the house. Please help!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Recent unfair and incorrect business practices by Freedom Mortgage XXXX XXXXXXXX XXXX companies. I am writing today to document business practices by both Freedom Mortgage and XXXXXXXX XXXX related to my current mortgage on our home. While I cant be 100 % sure if the processes were intentional by design and execution, it does appear that the result is to force either an unwanted and unrequired loan modification to a performing and current mortgage to a higher rate. Or to force a foreclosure. With interest rates having increased in the past 12 months, it appears that this is a tactic employed by two directly related companies to cause the re-write or modification of existing lower interest rate loans to increase financial returns. Facts Found : XXXX. On XX/XX/XXXX, I received an alert from XXXX saying I had an outstanding payment on my mortgage dating back months. I was surprised because # XXXX I did not recognize the lender and # XXXX My mortgage payments were set up to autopay directly from my XXXX XXXX XXXX account at the beginning of each month with the lender XXXXXXXX XXXX a. As background, my mortgage was originated with XXXX XXXX and was later sold to/transferred to XXXX in XX/XX/XXXX. b. The loan had a 100 % payment record of on-time payments with XXXX up to this point. XXXX. Up to this point in time I had received XXXX communications via any media including email, regular postal mail, courier, text or telephone from either XXXXXXXX XXXX or Freedom Mortgage related to my current loan. XXXX. On Monday XX/XX/XXXX, I reached out to Freedom Mortgage via telephone to inquire about the alert I had received via XXXX and spoke with XXXX in your call-center. This was my first time talking to Freedom Mortgage and I was surprised to discover that XXXX had sold or transferred my loan to Freedom Mortgage in XX/XX/XXXX. XXXX explained to me that I should have received both a Good-bye email and letter from XXXX and a Welcome email and letter from Freedom. At this point I had received neither, however XXXX was good enough to forward a PDF copy of the Good-bye letter from XXXX dated XXXX XXXX via email. This was the first time I had seen this document. The document states that Your loan is being transferred to a new servicer. a. I did think it was a little strange that the new servicer ( Freedom Mortgage ) had a copy of the good-bye letter, and no copy of a welcome letter was ever sent or provided by the new servicer ( Freedom Mortgage ). XXXX. On this call, XXXX explained to me that XXXX had stopped taking their monthly automatic payments from my XXXX XXXX XXXXXXXX account. However, in their letter in Step 2 under the What I need to do? Section, it was I that was supposed to disable the automatic payment, I had set up ( not XXXX just deciding to do it on their own ). Which I never did, because I never received any letters/communications and was unaware of the changes required. XXXX. XXXX also informed me that I was delinquent in payments going back all the months since XXXX had stopped their automatic payment withdrawals. A significant surprise to me. But not to worry he said. You have already been approved for a loan modification by underwriting and were sent a letter with the required steps. Which I never received. He also emailed me a PDF copy of this document directly dated XX/XX/XXXX. First time I had seen this document and I have still not received a copy in the mail even though it was said to have been sent. a. I live in a small town with our residential mail delivery coming to a XXXX XXXX XXXX I did check with the Postmaster, and he confirmed that they do not sign for mail coming to the XXXX XXXX XXXX unless it is registered. And then I would need to sign to pick it up. XXXX. I have never received monthly mortgage statements in the regular mail or via email from Freedom Mortgage. I have not received any delinquency notices in the regular mail or via email and I did not opt-out. I was told by the representative at CFPB when I reached out that the services have a mandatory requirement to send monthly statements. XXXX went 6 months without ever reaching out to me regarding my loan and the only reason I was now aware and speaking with them was because of an alert from an outside service I use to track my credit. XXXX. Also, on XX/XX/XXXX, I signed up for access to my loan information via the Freedom Mortgage client/borrower portal for the first time. XXXX had to help me do this by providing the new loan number etc, because I was not active in their systems. a. I have not opted=out of any regular mail communications since registering in their portal. XXXX. On XX/XX/XXXX, I made a payment via their portal in the amount {$4500.00} which was the only amount allowed even though it is less than my normal previous payments made when XXXX was automatically deducting them. I did receive an email confirmation of this payment, and this is last and only direct communication I have received from Freedom Mortgage. XXXX. As part of my research into the issue, I have discovered that XXXX did not sell my loan to a new separate unrelated loan servicer. However, they merely transferred the loan and its servicing obligations from XXXX Mortgage to Freedom Mortgage. XXXX was and still is ( for now ) a wholly owned subsidiary of Freedom Mortgage since XXXX https : //www.freedommortgage.com/about/press-releases/details/Freedom-Mortgage-and-XXXXEnter-Merger-Agreement. My loan was just moved within the family of companies. Within the family of companies, they already had all my detailed contact information, my approvals for and banking details required to automatically withdraw regular monthly payments or to be able to reach out and contact me. XXXX. On XX/XX/XXXX, Freedom announces they are selling XXXX to XXXX XXXX XXXX XXXX https : XXXX I believe the facts presented here indicate that XXXX XXXX and Freedom Mortgage worked together to create a situation that is unwanted by me as the borrower and more profitable for them. They failed to actively communicate with me regarding any late payments or delinquency, when they had all the information and avenues required to do so. Since they were just moving a loan around within their companies and XXXX was a wholly owned subsidiary of Freedom since before my loan was ever sold by XXXX to XXXX they had all the information to continue making regular automated withdrawals and could have but chose not to. Or reach out. According to CFPB they have a legal requirement to send monthly statements, but never did. I was a good regular automatic paying borrower with a 3.75 % interest rate loan now in a rising interest rate market. Maybe they thought they could trick me into a situation that increases profits for them. Freedom went 6 months without ever reaching out. A reasonable person would link that if I was behind in payments and Freedom wanted to get their regular payment on-time, they might have emailed, called or texted. Certainly, that is what the credit card or utility companies do if you are even a few days late. What was the motivation behind the zero-communication practice? Six months of no payments creates a significant cash requirement burden on me to true-up payments not automatically withdrawn now. Caused by a situation I did not create but rather by two related companies business practices. I plan to continue to make regular monthly payments via the portal until the situation is resolved, and we are all back on track. I am not looking for a loan modification which will ultimately result is a significantly higher interest rate & payments given the current interest rates and market conditions. I would like to keep my original mortgage terms and rates that I originated with XXXX, was sold to XXXX Mortgage and now transferred to Freedom Mortgage. However, I now need time to catch up on the months that have passed without payments being automatically withdrawn. I also expect both Freedom Mortgage and XXXX XXXX to clear/clean/remove all derogatory credit bureau notifications, since this entire issue was their doing and responsibility and I was completely unaware until XX/XX/XXXX. I was a perfect payer with a XXXX XXXX XXXX prior to this. Please let me know how to proceed forward. Regards,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Please note I was very alarmed when I learned that Freedom Mortgage reported me as 30 days late for the month of XXXX. I was not late in XXXX at all, as can be evidenced by the payment made on XX/XX/XXXX. Please note the attached XXXX Statement clearly showing that the the XXXX payment was received/ A payment of {$3400.00} was made on XX/XX/XXXX. The due date is XX/XX/XXXX. The payment was 14 days late, and shouldn't have been reported at all. Please correct the reporting and report the account as current. I have never been late on this account as I am enrolled in autopay. Please see the attached Mortgage statement clearly showing that the payment was made on time, as well as a screenshot of my current reporting depicting the 30 day late reported by Freedom mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A