Date Received: 2022-12-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: So currently I am trying to get my mortgage company freedom mortgage to drop the taxes and homeowners from escrow. The company that I originally started with prior to freedom acquiring it did not have any requirements for keeping it in escrow. XXXX is refusing to allow me to drop it. They were not paying my taxes on time in the spring causing issues for me to pull zoning permits with the town because my taxes were delinquent. I had to call numerous times to get it straightened out. I want to pay the outstanding balance of XXXX XXXX for taxes and insurance going up and then only pay my mortgage payment and pmi. It's been an ongoing struggle dealing with them and I would rather pay for my own stuff then continue to fight with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-14
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: Freedom mortgage has been illegally reporting non payment, affecting my credit score and generally harassing my family with threats. On XX/XX/XXXX I was alerted to a derogatory entry in my credit report by Freedom. I immediately filed a dispute : XXXX. Several hours later Freedom chaned my credit report but STILL did NOT post status as CURRENT. Every single payment from my account to Freedom cleared WELL before the legal definition of 'on time ' payment. Additionally this company had attempted to place lender insurance on my home and attempted to extort XXXX out of my family. This is well after they received proof of insurance. Processing FREEDOM MORTGAGE CORPORATION BILL PAYMENT Debit - {$1400.00} XX/XX/XXXX FREEDOM MORTGAGE CORPORATION Bill Payment View/Edit Bill Pay - {$1100.00} XX/XX/XXXX FREEDOM MORTGAGE CORPORATION Bill Payment View/Edit Bill Pay - {$1100.00} XX/XX/XXXX FREEDOM MORTGAGE CORPORATION Bill Payment View/Edit Bill Pay - {$1400.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost both my jobs due to XXXX and was approved for a forbearance plan through my old mortgage company, XXXX. It ended up being a year of no payments but helped because I was able to secure a new job. When my forbearance period was over, I spoke to a Rep from XXXX and started the modification process since I was making XXXX instead of XXXX. I completed the entire packet, signed all documents to release tax transcript, and everything else they asked for. I then received a letter XX/XX/XXXX stating that I was approved, pending three trial payments that had to be paid on time for the next three months. I successfully paid XXXX, XXXX, XX/XX/XXXX. After the last trial payment in XXXX, I called XXXX to inquire about the next step. I was told that I was not to send any money yet because it would change the dollar figures in the new documents and to wait until I received a packet via XXXX, this should take 7-10 days. Once received, follow directions in the packet carefully, exactly, and within the time frame requested. Then have appropriate documents notarized and send back to finalize my modification. This was modifying my previous loan from XXXX including taxes and escrow / 480 months/ XXXX deferred/ XXXX int to XXXX / 480 months / XXXX deferred/ XXXX int. I had completed everything and thought that I could stop worrying about this, it was almost a done deal. On XX/XX/XXXX I received a " goodbye '' letter from XXXX saying that my loan was being transferred to Freedom Mortgage, as of XX/XX/XXXX I was to send payment to them instead of XXXX, and that if I was participating in a forbearance or other Covid related payment plan the transfer would have NO EFFECT. I wasn't sure what to do next so I called XXXX who told me to call Freedom. I was a bit annoyed that XXXX never mentioned, considering I just spoke with them about finalizing my modification. They assured me that the modification would be no problem and it would take up to 60 days for XXXX to forward all necessary docs, i was to continue to wait for the documents and for them to give direction as to how to finalize. Well its been a nightmare ever since. Almost immediately ( XX/XX/XXXX ) I started receiving letters from Freedom " letter to collect a debt '', so I called Freedom again and was assured that " it should all be fine '' but they were still not seeing that all documents have been sent over from XXXX yet. They asked me to email copies of the modification letter that I received from XXXX, which I did. I start receiving packets in the mail to apply for a modification, so I call Freedom again. XX/XX/XXXX I speak to XXXX and have to explain it all AGAIN, she comes back on the phone after being on a long hold and says she can offer me a modified payment of {$1300.00}. At this point I am completely confused since the modification is supposed to make my payment more affordable and this would make it almost {$160.00} higher!? Also, how she could just come back with an offer like that on the phone since I've been waiting so long? I turned down the offer and explained that I am making less money ( she agreed it was a bad offer ), the terms of the modification that I almost had were agreeable and I cant understand why this is taking so long, why it can't just go through like it almost did with XXXX. She states that she will submit it " for a review '', and explain why I wasn't able to accept " so it can get resolved ''. Once again, I'm waiting. I hear nothing so I call again on XX/XX/XXXX and speak to XXXX who can't give me any info, whatever she says isn't solving my issue and I demand to speak to someone who CAN tell me something and make something happen. After trying to tell me that there was no one else that I could speak with a few times, and me not accepting that ( because there is always someone ), she transfers me to XXXX in underwriting. XXXX is extremely explanatory, apologetic, and promises to " submit for review '' ( again? ), She tells me to wait 2 weeks and call the same number back ( apparently there's no number I can call to deal with the same person each time instead of telling my story over and over and over ). I call in 2 weeks and they tell me that I have to start all over. I was not happy with that so they say only certain documents had to be resubmitted because they're only good for a certain time period ( if it was put through immediately It wouldn't be past the time allotted ). XXXX I receive a letter stating that in order to complete my application, freedom needs paystubs for the last 30 days, Financial worksheet, and Proof of additional income. Once again, I call and this time I'm told that, yes I need to send in my most recent pay stubs, that she ( did not document the Reps name this time ) is not sure why they are asking for financial worksheet because it looks like they have that, and after I tell her I'm confused as to why they're asking for proof of additional income, she tells me that if I do not have any then that's probably not needed. I faxed my pay stubs on XX/XX/XXXX ( this was a tad delayed because I got really sick for a few weeks ). On XX/XX/XXXX I receive a letter stating that I recently began the review process for loss mitigation assistance but they are unable to proceed because there are outstanding documents and they have closed their review. they list pay stubs, financial worksheet, and proof of additional income as documentation that they've requested and not received. On XX/XX/XXXX I received a packet with a letter stating that Freedom is " concerned about my recent missed payment .... '' and encouraging me to fill out the enclosed documents to see if I qualify for one of the programs to " stay in my home '', one of them being a modification. I call XXXX AGAIN, explain the situation once AGAIN and explain that I did fax my pay stubs but this letter says it wasn't received. I have a fax confirmation indicating that it was successful. She tells me that there's nothing she can do except submit it for review and " hopefully get this resolved '' and that " unfortunately interest rates are on the rise and '' ... ... at that point I lost my cool. I have been trying to do this for an ENTIRE YEAR. I should have already been done with this at the dollar figures I agreed to almost 12 months ago but Freedom mortgage has done basically nothing. Every time I call I have to explain everything like there's nothing in the computer, I'm told its being submitted for review but the review never happens for whatever reason. This Rep tells me that she put it in for review AGAIN, and including with it a request that original offer from XXXX can be considered. She tells me they have XXXX hours to review it and that I should call back Saturday before XXXX. I figured I would give them until Monday. Well today is Monday and I've just about had enough! I called this morning, explain everything AGAIN, this Rep tells me that it hasn't been looked at and she doesn't know why the other person would tell me anything about XXXX hours? She really doesn't offer anything except for " you can call back but as of now they haven't gotten to it yet ''. I tell her that I am escalating to someone outside Freedom mortgage and I hang up. This brings me to now. So I am honestly not sure what to do from this point. I do not want to lose my house, I was so close to having this modification that for this to be happening is just wrong. I jumped through every hoop both mortgage companies asked for. It was not my fault that my mortgage changed hands. Its actually quite disturbing that they would do that to someone. I am stressed out every day, trying to resolve this or worrying about the outcome. I should not have to modify at a higher rate because they cant get it together. I cant afford anything higher, obviously. I am praying that you are able to help me get this resolved, quickly, and fairly. Freedom does send communication giving me a name of someone who is supposed to be my contact person but they never transfer me to anyone and every single one has a different name. No one ever knows anything when I call and what they pretend to know has proved to be wrong. I do realize that certain mailings are probably auto generated but that just adds to the confusion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 we had a fire that completely destroyed my shop and damaged the roof on my main house. My insurance company deemed the shop a total loss and {$13000.00} damage to the roof of the main house garage. I received the check that was endorsed and sent to my mortgage company, Freedom Mortgage. Since that time, Freedom Mortgage lost, XXXX has fought me every step of the way. I have sent in all the required forms the invoices for work completed by contractors, and they have not released any funds to pay the contractors that have completed work. The contractors will not sign a lien waiver without getting paid, every time XXXX contact Freedom Mortgage they add additional requirements to being able to draw funds. So far they have paid for a partial materials list and thats all the concrete is done and they have not paid for the concrete. Every phone call is never answered by the same person in communication is not the same with any one phone call. Additional requirements are added every time. We are trying to rebuild our shop and repair our house garage. I cant talk to a supervisor that can make a decision that has helped us at all. Please help get freedom, mortgage loss department cooperating with a client who merely wants to rebuild what was lost, but cant do it without funding.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 652XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Improper use of credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have filed a complaint in regard to Freedom Mortgage in the past. I am a XXXX XXXX XXXX XXXX. I was not originally on the title to our home when my husband and I purchased it. My husband XXXX XXXX suddenly and was the sole provider for our young family, my son was XXXX and my daughter was XXXX. I did not work so I could stay home and raise our kids, my son is XXXX so he has XXXX XXXX. We were devastated when he XXXX XXXX XXXX XXXX XXXX and I did not know what to do.I was young and lost without my husband, I couldnt stay in our home for months because it was too difficult mentally for me. My husband had wrote a letter stating that all assets shall go to me if anything were to happen to him due to his struggles with mental and physical issues from XXXX XXXX XXXXXXXX but that wasnt enough to help me. I met a lady and she has been helping me and teaching me my rights as a homeowner and in the situation I am facing. I have been trying to work with Freedom Mortgage I did not have a job and did not receive XXXX XXXX until this past XX/XX/2022. We now finally have gone through probate and I have a job as of XXXX XXXX I have been acting in good faith to try to save our family home but the XXXX manager has not helped me at all and Freedom Mortgage says they can not do anything although we went through probate and I am now the Successor in Interest. I have sent them all the documents they have asked for. Tax info They wont allow me to make any payment. This has been going on for almost a year now and I am asking for the auction to be postponed so I can assume the loan but it is taking so long with the probate ect. I just want to have more time to allow the process of me taking over the loan to go through. Freedom Mortgage will not allow this to happen and I have done so much to save my home the right way. I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93291
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am referencing my previous Complaint # XXXX years high was closed. I was to be sent Refund Modification Documents per Freedom Mortgages Response of XX/XX/22 within 15 days. When that time past I phoned because my loan was still showing as being out of Loss Mitigation. The XXXX ( they are always different ) I spoke to saw nothing about this resolution in the online notes! She said she would request a new review and to ask that my loan be put back into loss mitigation. I can not make a monthly payment on the app unless XXXX pay the full forbearance amount. I knew this might happen as it has been this kind of harrowing journey. Please reopen my Complaint to freedom Mortgage.
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: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage violates Section 6 of the Uniform Covenants of our Subordinate Deed of Trust. ( Attached Security Instrument, page 3 of 7, paragraph 1 ). Details below. 1. Conformed copy of the Note and Subordinate Deed of Trust is to be provided to homeowners XXXX per the aforementioned section of the Security Instrument. 2. On XX/XX/2022, after receipt of Courtesy Notice from XXXX XXXX XXXX XXXX XXXX, homeowners request Freedom via their online Portal for the conformed copy of the Note and Subordinate Security Instrument. Almost two months in tow from recording date of XX/XX/XXXX, XXXX NO DOCUMENT is in sight. 3. On XXXX XXXX, Freedom also advised via their online Portal, that XXXX XXXX XXXX is the SERVICER of the Partial Note. ( See attached ). However, almost two months in tow, homeowners DO NOT receive correspondence from XXXX Servicer to notify us of their engagement in servicing partial claim Note
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92203
Submitted Via: Web
Date Sent: 2022-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage company has not sent me the refund due on my escrow account from the house I sold, closed on XX/XX/XXXX of 2022, it is now XX/XX/2022. The amount owed to me is {$2900.00}. They did send a letter dated XX/XX/2022 claiming that I haven't yet cashed the escrow refund check which they claim to have issued. I therefor called them to have a new check sent out because the first one never showed up. I verified that they have my correct current mailing address. They offer no proof that they ever sent the check. They claimed to have issued and sent a second replacement check dated XX/XX/2022. I called a second time on XX/XX/2022 to ask what happened to the second check and to ask for proof that they had issued and sent it. They only offered a voided copy of the first check but no proof of mailing it. They said they would overnight-mail a third check, but that has also not happened and they were not able to provide any tracking number or proof of mailing it. I have had no other issues receiving mail at my address. I believe they are not sending the checks in hopes that the XXXX days will expire and then I will lose the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am sending this complaint in as instructed by XXXX different VA representatives who identified that I was being wrongfully serviced. I fell behind on my mortgage due to the pandemic/covid 19 and I was not offered the VA PARTIAL CLAIM. my mortgage company automatically put me in a loan modification program changing my apr from 2.5 % to 6.7 %. On several occasions told me that I didn't qualify for the program and also that the program was no longer available. They also stated that I said I could not continue my mortgage payments although I called them and told them I could. When speaking with the VA they informed me that I was entitled to the partial claim and that the company had enough time to submit me for it. During this process, they also put me up for foreclosure before any attempts to get me back on plan. XXXX different VA representatives informed me that they have more than XXXX complaints of wrongdoings from Freedom Mortgage Company with similar stories. the full Partial Claim that the VA offered ended on XX/XX/XXXX however I never received that option yet on XX/XX/XXXX they just offered me the loan modification which double my mortgage payments. Secondly, I was told by all XXXX VA representatives that there is another partial claim that is available until XXXX of XXXX, and every time I speak with FREEDOM MORTGAGE Company they tell me that it is not available. Although I am being told by the VA I am eligible and that the program is available. I am a XXXX veteran that would like to save my home. thank you for all your help in advance. I was on time with my mortgage and bills until XXXX never been late. until I eventually ran out of savings and my income changed dramatically. I am ready to move forward and get caught up with my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A