Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/2024, I attempted to make a payment on Freedom Mortgages website. The first appeared to not go through ; it returned me to the payment confirmation page rather than giving me confirmation of the payment. So, I authorized another payment, at which point I got two emails with two separate confirmation numbers for payments of {$2500.00}. I dont have funds enough to part with that much money this month, so I called their customer service number a few times that day to ask them to cancel one of them, and ensure that I wouldnt be making two payments on the same day. They did assure me that this wouldnt happen. Today, I discovered that on the XXXX of XX/XX/2024, XXXX separate and equal payments were processed and posted, and my checking account is at {$0.00}. Now, after confirming with Freedom Mortgage and my bank that two separate payments cleared ; theyre going to refund one of those payments, but itll be at least a week and I have {$0.00} to provide for my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55426
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX Hurricane Ian damaged our home. The insurer did not pay us until XX/XX/XXXX, XXXX I sent Freedom XXXX drafts from my home insurer totaling {$100000.00}. Freedom Mortgage released {$40000.00} to us on XX/XX/XXXX. Freedom is holding the {$62000.00} balance and now refuses to release the balance after promising to do so. On XX/XX/XXXX, they sent an inspector to our home and documented that all repairs ( except the garage door replacement ) are completed. On XX/XX/XXXX a representative in their Loss Draft department called me. During that call I was promised the balance would be released promptly and I would receive the draft in XXXX to XXXX working days. Yesterday, XX/XX/XXXX I called Freedom and after speaking with a manager, I was told that a draft was not mailed because the representative I spoke with on XX/XX/XXXX did not have the authority to make the decision to release the balance. This was a shocker because the rep spoke with her manager to get the authority while I was on the phone. No one called or wrote to me to advise of the change in the decision; had I not called, I would not have known. I did all the repairs to the home with the exception of replacing the garage doors ( a very small percentage of the overall damages ). I sent them a self-repair letter as instructed but now that is not good enough. The manager I spoke with yesterday now has changed their procedures and is requiring that I send all receipts for materials and labor I have paid out of my pocket. This is a complete reversal of the original instructions. I am being asked to provide information that I do not have. Since I served as the XXXX XXXX for the repairs, I do not have a signed contract nor do I have lien waivers. If they are so concerned about liens on the house all they have to do is complete a lien search. Yesterday the manager told me that no further payment will be made. When I called the main number for Freedom, I was told that my issue would be sent to the Escallation Department and I would receive a call promptly. I have not heard from them. They have a very lengthy and ongoing history of doing the very same thing to many other customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60515
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Please HELP : Current mortgage servicer is Freedom Mortgage. This company continually fails to meet servicing requirements to include but not limited to : Cashing mortgage payments then claiming they have not been received, ( Bank statements and USPS signed receipts to prove ) not applying mortgage checks to my mortgage, ( Monthly loan statements to prove ) charging erroneous late fees in lieu of this fraud and deception, refusal to validate me when I contact them via phone resulting in a failure to provide information about my loan, failure to provide documentation of missing escrow funds, attaching fees to loan for escrow funds which have already been collected, refusal to update legal personal information for over 2 years, ( UPSP signed receipt of documents ) failure to respond when sent letters demanding explanation of failure to adequately service my loan. ( online portal date and time stamps for proof ) continued attempts and efforts to stonewall clients with the claim of " unable to validate homeowner at onset of calls. '' resulting in a XXXX communication response in regards to homeowners loans. Freedom Mortgage has put more effort into being dishonest and committing fraud than it has in proper legal servicing of this loan. At this point any attempts to contact them have proven useless and I am now pursuing a formal avenue of complaint, Federal trade commission has received this same request from me. Freedom Mortgage has XXXX intention to act in good faith and has created a " Forced to XXXX '' scenario, XXXX which if I do not participate in, will undoubtedly result in the homelessness of myself and my XXXX children. ****Previous issue which has been corrected : Mortgage company misled me for a year and a half claiming loan assumption was to be completed following divorce, after receiving monthly payments from me for this time period, monthly, on time, full amount, they then refused to accept my payments and placed my home into foreclosure, to which they then reported to the credit bureaus with the claim of " Failure to pay '', returned my mortgage checks and then continued to lie while " correcting '' this issue, claiming they did not receive documentation from me. USPS sign receipt, online portal uploads with date and time stamps, letter from Freedom mortgage acknowledging receipt of documents for proof ) Freedom Mortgage has SOLD my personal information without my consent on XXXX separate occasions ; once when they placed the home into foreclosure, and again when the XXXX assumption was finally completed. This company has an incompetent employee force which has told me contradicting information every single time I have contacted them. ( Highly encourage subpoena of all phone records in regards to my loan ) I am in fear for the livelihood of my children ; Freedom Mortgage will stop at nothing to put XXXX veterans and their minor children out on the street as they have attempted and nearly succeeded once already. I know I can not be the only homeowner these actions are being taken against. I am requesting assistance in the correction of this gross fraud committed against me and my finances, no family should be put through this level of emotional unrest. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76522
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XX/XX/XXXX i was awarded a XXXX award to help pay for XXXX mortgage since losing my job during XXXX. They paid my mortgage up until this past XX/XX/XXXX. Where I was still making payments on my account, Freedom mortgage kept them in another account and applied those payments as they saw fit. It was not towards principal or escrow. The total amount paid from the XXXX was {$12000.00}. I continued making payments until XX/XX/XXXX where I was not able to make that payment due to not making enough with work and just starting a new job. When I made my XXXX payment that should have covered the XXXX payment and thus forward to today, where I should only be one month behind for XXXX. They have locked my account from me being able to make a payment and demands I make three months of payment at once, where I can not nor agree that I should have too. They claim to be short {$2500.00} for escrow which isnt clear, and when I ask they just send me my payment schedule showing paid payments and missed payments even though the missed payments up until recently have all been paid in full. They dont put the payments towards the mortgage on time which then causes me to uncure late payments. I currently cant make a payment because they demand over $ XXXX of payments that I do not owe, I owe two months, but because they locked the amount in the payment tab I am unable to make any kind of payment. They are keeping me from being able to sell my house due this reason because I am unable to secure another mortgage due to the way they are handling my money and making reports to the Credit Bureaus. I cant seem to speak to anyone because I just sit on hold for hours. When I message them in the account I get no clear answers and no help. I need to get out from under this and start fresh and feel that isnt going to happen. I am a single mother, with a single paycheck living, my ex does not help pay anything on the house payment. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28590
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I made my mortgage payment on XX/XX/XXXX but the mortgage company says that due to company policy, they will report it as being made on XX/XX/XXXX. I told them that this would lead to me being reported as over a month late and that is incorrect. They said that their company policy has the day ending at XXXX XXXX and not XXXX midnight. I told them that is fraud to say XX/XX/XXXX is XX/XX/XXXX. I escalated the call and they keep repeating that payments made on XX/XX/XXXX can be considered made on XX/XX/XXXX. I want my payment to be accurately reported and I do not want to have my credit score negatively affected because of Freedom Mortgage 's fraud. I have been trying to rectify this situation all day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Contacted Freedom Mortgage, requested for the XXXX Analysis pertaining the possible shortage. 1 ) THEY GAVE ME LAST YEAR 'S ( XXXX ) AND I DIDN'T REQUEST FOR THAT! 2 ) RETURNED THE MESSAGE BACK TO THEM AND DEMANDED THE ESCROW FOR THIS YEAR. 3 ) THEY SENT ME A " LAYOUT PLAN '' FOR XXXX STARTING XX/XX/XXXX - HOW MUCH MY MORTGAGE WOULD BE BUT WOULDN'T TELL ME WHAT THE SHORTAGE WAS! 4 ) I REQUESTED THE SHORTAGE. THEY FINALLY TOLD ME IT WAS {$930.00}. I PAID IT IMMEDIATELY. 5 ) THEY REFUSE TO GIVE ME THE " CORRECTED '' AMOUNT OF THE MORTGAGE - BECAUSE THEY INSIST ON THE " PAYMENT PLAN '' OF {$690.00} A MONTH! ( THAT'S WITHOUT THE ESCROW SHORTAGE PAYMENT ). 6 ) I SPOKE WITH THE REP OVER THE PHONE AND ORDERED HER TO TELL ME THE AMOUNT BECAUSE I ALREADY PAID THE SHORTAGE! SHE TELLS ME " OH WE DON'T ACCEPT SHORTAGE PAYMENTS, IT'S AUTOMATICALLY 'TACKED ' ON TO YOUR NEW PAYMENT! '' - SHE KEPT ARGUING WITH ME OVER THE PHONE MAKING ME SOUND LIKE I AM " TOTALLY XXXX AND 100 % XXXX ''. I HAVE DEALT WITH MORTGAGES - BOTH COMMERCIAL AND RESIDENTIAL FOR OVER 50+ YEARS! DO NOT TELL ME I DIDN'T WARN YOU GUYS THAT FREEDOM MORTGAGE ARE 100 % XXXX THEY ARE SCAMMERS! I HAVE PROOF OF SUCH! BECAUSE THEY REFUSE TO DISCLOSE WHAT THE 2ND OPTION WAS AFTER YOU PAID THE SHORTAGE! I HAVE REPEATEDLY REQUESTED FOR THAT INFORMATION! IN ADDITION, THEY DO NOT MENTION A SINGLE WORD HOW MUCH YOUR MORTGAGE WOULD BE IF YOU PAID THE SHORTAGE -- -> TOTAL OF 5 PAGES OF NOTHING NOTHING BUT ESCROW ( SHORTAGE ) PAYMENT PLAN WOULD BE FOR THE ENTIRE YEAR! AND XXXX ( XXXX ) PAGE OF ANY AMOUNT IF YOU PAID THE SHORTAGE! PS : CFPB - I HAVE THE REASON TO BELIEVE THAT THEY ARE INTENTIONALLY " ADJUSTING '' TO FIT THEIR POCKET BOOKS - AKA " XXXX XXXX ''!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Freedom Mortgage using the law firm XXXX XXXX XXXX XXXX filed an illegal foreclosure on my home at XXXX XXXX XXXX, XXXX XXXX NJ XXXX while being protected by the VA moratorium. I received from XXXXXXXX XXXX XXXX XXXX XXXX XXXX NJ final foreclosure XXXX XX/XX/XXXX on XX/XX/XXXX. I am a Veteran with a VA XXXX rating of 30 % with 2 items pending and a 100 % XXXX rating from XXXX XXXX. I contacted both Freedom and XXXX to advise them that they filed an illegal foreclosure on my home. This mortgage is VAbacked and is protected from foreclosure under VA XXXX XXXXXXXX dated XX/XX/XXXX. I urge Freedom via phone on XX/XX/XXXX and email on XX/XX/XXXX to take immediate action to ensure XXXXXXXX XXXX XXXX submit an immediate order to vacate the illegal foreclosure documents with the XXXX XXXX NJ XXXX XXXX. I expressed to both parties that the severity of this situation can not be overstated, and steps must be taken promptly to protect my constitutional rights and property. As of today Freedom or XXXX XXXX XXXX have not responded. I am begging for your help to protect my home. Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XX/XX/2023 Freedom Mortgage disbursed from my escrow account a {$7900.00} check for a NEW XXXX XXXX XXXX XXXX XXXX with an active policy date of XX/XX/2023. XX/XX/2023 I contacted XXXX XXXX 's Insurance group @ XXXX to inquire about changing active policy date FROM : XX/XX/XXXX, TO : XX/XX/2023. To recap, XXXX has already received and posted to my insurance policy that {$7900.00} payment. The gentleman I spoke made it sound like a seamless transaction. XXXX then initiates a whole new policy, instead of just updating the 'active date of coverage ' because nothing changed in coverage. XXXX then sends a whole new invoice to Freedom Mortgage Insurance requesting a second payment of {$7900.00} from my escrow account. Freedom Mortgage, instead of reconciling or an internal trigger warning that escrow disbursement had already been sent, posted and applied to a XXXX Policy, sent a second check for that {$7900.00} which resulted in OVERDRAWN ESCROW ACCOUNT But to begin with, I had already initiated a call to Freedom Mortgage Insurance to provide them a personal conversation regarding changing policy date. I was concerned I would be invoiced 2 ( TWO ) times from XXXX. NO ONE at Freedom Mortgage heard this consumer. And ignoring my concerns placed my escrow account into a negative balance/status! On XX/XX/2023 I noticed that {$7900.00} disbursed from my escrow to XXXX, and called Freedom Mortgage. It was a waste of my time. After XXXX ( ONE ) hour of failure to answer my questions about 'why was a 2nd payment sent for a paid in full policy? and 'what FM planned to cure their error? ' I had to hang up. On XX/XX/2023, I called Freedom Mortgage again, XXXX, in FM insurance department, conferenced call to XXXX requesting assistance to cure this error. I had to listen for 1 ( ONE ) hour as 2 ( TWO ) financial representatives bantered which institution was at fault. FM claiming XXXX double invoiced AFTER payment was received. XXXX claiming FM shouldn't have disbursed for a policy changed only by date of activity and without coverage changes. I, as the consumer, do not care who's at fault, I was bringing to FM and XXXX 's attention this error occurred, my escrow account is now {$7900.00} OVERDRAWN, and I'm requesting due diligence to return the duplicate insurance payment back to my escrow account. As I write this FM has NOT followed up to correct their error. BUT, now, they are calling me, harassing me, wanting to know when I will write a check for {$7900.00} as my escrow account is still overdrawn. XXXX, CEO Advocacy Officer, XXXX XXXX XXXX, has not only refused to return those escrow funds XXXX should never have received, but has linked my mortgage escrow account/funds to my XXXX automobile policy, and continues to refuse to return my calls for an immediate remedy. It has been nearly 2 months FM and XXXX have taken out their incompetence of handling and disbursing escrow funds on me, the consumer, who is powerless. I assure you, I would never over pay a {$7900.00} bill OR agree to let a XXXX hold those funds hostage by linking escrow to private automobile insurance coverage. IS THIS LEGAL? FM DISBURSING 2 CHECKS FOR 1 POLICY OUT OF ESCROW WITHOUT CHECKS AND BALANCES? XXXX HOLDING ESCROW FUNDS WHICH OVERDREW ACCOUNT AFTER THEY DOUBLE INVOICED FOR SAME POLICY COVERAGE? HOW DOES A CONSUMER TAKE CHARGE OF OUR FINANCES AGAINST XXXX XXXX DOLLAR FINANCIAL INSTITUTIONS WHEN BOTH REFUSE A FAIR AND REASONABLE DISCUSSION AND CURE OF THEIR ERRORS? I DIDN'T DO THIS! WHY DO CONSUMERS NOT HAVE MORE AUTHORITY IN HOW ESCROW FUNDS ARE DISBURSED? AM I THE OWNER OF THAT FM ESCROW ACCOUNT? I'M ASKING FOR UPDATES FROM FM. I'M ASKING FOR FM TO STOP THEIR HARRASSING CALLS EXPECTING ME TO FIX THE PROBLEM I DIDN'T CREATE. I'M ASKING THE XXXX CEO ADVOCACY OFFICE TO CALL ME AND EXPLAIN HOW AND WHY XXXX DOUBLE INVOICED ME AND WHY IT WOULD BE ACCEPTABLE TO HOLD NEARLY {$7000.00} ADDITIONAL FUNDS FOR A POLICY THAT HAS BEEN PAID IN FULL. Additionally, I filed a Consumer Protection Complaint with State of Missouri 's AG 's Office-XXXX. I have been in communication with XXXX XXXX. It has been a challenge getting the AG 's Office staff to provide a true and meaningful conversation regarding above concerns. XXXX is a tad bit evasive and not what forthcoming in providing direct solutions from AG 's Office. XXXX dismissed me! I have had discussions with XXXX XXXX 's and XXXX XXXX 's staff who has been helpful providing this consumer protection bureau to seek assistance. As we can all imagine, I am no further knowledgeable in answers as to 'how and why is this allowed ; and when will my overpaid funds be returned to my overdrawn escrow account ; and am I the only consumer having problems of XXXX refusing to cure their financial errors, linking escrow funds to XXXX automobile products, and refusing a professional dialogue from CEO 's Office? ' THAT IS MY {$6900.00} ; IT IS NOT FM 'S MONEY ; IT IS NOT XXXX 'S MONEY TO USE AS THEY SEE FIT ; AND I WANT MY MONEY RETURNED TO ESCROW FROM WHERE IT SHOULD NEVER HAVE BEEN DISBURSED IN THE FIRST PLACE! Thank you again for all you do to protect consumers from bad business practicing financial institutions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: In XXXX XXXX XXXX we received the escrow year projection for our mortgage. For some reason the PMI had jumped from XXXX to XXXX per month for no reason. We connected the mortgage company to have the PMI removed off the account. A written request was then sent in. The mortgage company then said we would have to wait til the balance was below 78 % of the value which the home was already at or we can pay XXXX for a property value evaluation. So, we paid the XXXX , Never got the evaluation from the company that did it. They said we had to get it from the mortgage company. On XX/XX/XXXX we finally got a letter saying the pmi would be removed on the XXXX day of the next month. Which should have been XX/XX/XXXX. But we where still charge ever month after that and the new escrow statement shows it for all of XXXX. I have enclosed the statement and the escrow statement as well. The house was bought on XX/XX/XXXX for XXXX and the loan was for XXXX So at 78 % would have been at XXXX in XX/XX/XXXX the balance was XXXX They PMI should have been dropped then, but since the time of the load reaching 78 % will have still been charged the PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73071
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Trouble during payment process
Subissue: Interest rate
Consumer Complaint: I'm XXXX XXXX XXXX and a XXXX resident stationed in XXXX. My mortgage is financed through Freedom Mortgage and I have requested to apply XXXX SCRA statute LA RS 29:312 which states that debts incurred prior and during XXXX XXXX service must be capped at 6 %. I have been denied 3 times, and the denial letters only reference the Federal SCRA law that has interest rate caps to debts incurred prior to XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23504
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A