Date Received: 2022-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I moved into a new construction home in XXXX of XXXX. At that time, we were told XXXX of XXXX we would have a escrow analysis and have to make up payments for our property taxes as they wouldn't have the correct amount until the middle of XXXX. At closing, they estimated our taxes could be XXXX. We paid about XXXX at closing for taxes based on that estimate. In XXXX of XXXX, we had a tax appraisal and our taxes were in the XXXX XXXX. I called the mortgage company at that time and they said a refund would happen In XX/XX/XXXX for the overage. So XXXX comes. Our mortgage has Changed companies XXXX and is now with freedom mortgage in nj. We got a bill for taxes of XXXX and XXXX of XXXX. I called XX/XX/XXXX the mortgage company sent all the info in and was told they would run an analysis. Two weeks later we get a message from them saying our taxes are XXXX and our payment starting in XX/XX/XXXX would be XXXX dollars more. I called and questioned this and they were basing the increase off of all the payments made this year which included adjustments which were a XXXX thing. I contacted my township and reviewed the info with them and they assured me my taxes were still in the XXXX XXXX I called the mortgage company back and they said they would fix things. I checked what they paid out of escrow while on the phone with them and noticed they paid the taxes for XXXX and the adjustment for XXXX twice. The representative said they didn't make A mistake And I told them I would call the township. I called the township the next day and they confirmed the mortgage company did overpay. They said they wired the money so returning it requires the mortgage company to call. I emailed both the township and mortgage company to share the info. I requested the mortgage company to ask for a refund and give us the money back. A few days later the township emails me saying the company called them and told them not to refund it but to keep the money. I was upset and called the company who said the township couldn't return the money. I asked them to call the township again and they did and the township wrote a check for refund on XX/XX/XXXX. So far we have still seen no money though. They said they got part of the money back and once they get it all we can request it back despite them currently having excess funds and sending nothing and it being their mistake. In addition to that the proper mortgage payments and tax lines are still not right and I had the tax collector and assessor write them letters with the correct amount for next year. This is all extremely frustrating. The mortgage company had told us we would hear back XXXX and nothing has been sent to us and the monthly payments are still increased when our taxes are less. I would like our money back asap especially since it was there mistake and I want the payment amount corrected as we paid them excess in XXXX and XXXX due to them still not figuring it out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I went thru a loan modification, and have made all of the payments as instructed by Freedom Mortgage, which is reflected in my payment history. Freedome Mortgage did not apply the funds correctly, and left the account as delinquent. I called multiple times over 2 months and was assured it was an error on their part and that it would be corrected. Then when it went on my credit report again I called several times, and again I was told it was an error on their part and it would be rectified. As of today it still has not, but the payments were made on time per their instructions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93033
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband is a XXXX and we entered a XXXX related forbearance program with our mortgage company, Freedom Mortgage, in XX/XX/XXXX. In XX/XX/XXXX we began the loan modification process with Freedom Mortgage. Many delays were experienced with the company given excuse being that they were very backlogged. In XX/XX/XXXX an offer was presented and accepted for a VA XXXX XXXX. On XX/XX/XXXX my husband and I signed all the loan modification documents with the notary provided by Freedom Mortgage. Freedom Mortgage documented receiving the documents the next day. The loan modification started XX/XX/XXXX with the new APR and payment amount. Because the account had not been updated via the online portal, I had to call by telephone to pay the mortgage payment. I called XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to make my payment. I inquired each phone call when the account would be updated so that I would not need to call. The same excuse " backlogged '' was given. In XXXX a letter was sent informing the mortgage had been sold to XXXX XXXX XXXX, and payments after XX/XX/XXXX should be made to them. The letter stated all current loan terms will transfer. We began receiving letters of serious delinquency and that we must contact them to address the past due balance. I contacted Freedom Mortgage and XXXX on XX/XX/XXXX and asked why I was receiving these letters. XXXX provided my signed loan modification documents to send to XXXX, claiming there is no reason they should be showing out of date information. I immediately sent those documents to XXXX. Subsequently I mailed my XX/XX/XXXX payment to XXXX with the documents explaining why I was paying a different amount. XXXX cashed the check with no issue. I did the same for XX/XX/XXXX and the check was returned because they were unable to accept payments on the account. Between XXXX and through today the actions being taken by XXXX to remedy this situation have been : 1 ) They attempted to do another XXXX Partial Claim that was denied because it has now been too long and the amount past due shows to high. 2 ) They have attempted to get original documents from Freedom Mortgage and understand why this is not complete. The information collected by them has been that Freedom Mortgage did not have the documents notarized and turned into the State/County (? ) within the 60 day time period required. The documents were received XX/XX/XXXX and Freedom sold the account XX/XX/XXXX. 3 ) Rushmore is again trying a new loan modification to try and resolve the issue, but I have received no update in regards to that. Additionally unless it is the same APR and payment, I do not understand why we would accept that. Our forbearance officially ended XX/XX/XXXX which means that XXXX XXXX XXXX is now reporting to the credit bureaus as if we are past due on payments. Additionally, XXXX will not accept any regular mortgage payments on our account. As of XX/XX/XXXX there has been absolutely no resolve to this issue. There is no reason our mortgage loan or credit reporting should be suffering as a result of Freedom Mortgage 's negligence. I feel very helpless between these two companies, neither wanting to take the responsibility to correct the problem and we are left with our credit deteriorating as a result. We welcome and appreciate any help we can receive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my Taxes on a quarterly bases When I made my last payment on XX/XX/XXXX in person for Taxes XXXX County Tax computers where down for year end maintance so they did not post until XX/XX/XXXX My mortgage co Freedom Mortgage sent a tax payment on XX/XX/XXXX and are now trying to force me to escrow with Them increasing my payment from XXXX to a new payment of XXXX a month I only get XXXX a month on social security so I can not afford new payment. I went to XXXX tx today they said XX/XX/XXXX payment from Freedom mortgage was applied to XXXX taxes ahead so I dont owe this quarter, I have never been late on a mortgage payment Can you Please stop the mortgage co from increasing my payment and let me continue to pay taxes out side of escrow. My Mortgage was transferred to Freedom Mortgage recently and have been a nghtmare from day one. No one will listen and they talk over you while trying to discuss. I do not have a phone or computer but You XXXX discuss with My son XXXX XXXX XXXX XXXX he also has authorization to discuss on my mortgage XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76208
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I recently completed a refinance/debt consolidation with Freedom Mortgage in 2022. After several hiccups, the process was in line to complete. I was told by Freedom Mortgage, there would be no cost to me except cost of appraisals. I refinanced with Freedom a year or XXXX ( XXXX ) earlier to get a lower interest rate and reduced monthly mortgage and because of previous refinancing, I had over {$7000.00} in escrow. When closing on the 2022 refinancing, Freedom took close to {$3800.00} from my escrow to close on my current refinancing in 2022. The {$3800.00} plus was listed as a credit on my forms and I was under the impression from the Freedom Rep, that credit would come to me. Freedom Mortgage never told me I would have to fund closing my loan, much less they would take money from my escrow to complete. I felt this was deliberately done to put a few thousands dollars back into the mortgage company. I've spoke with Freedom Mortgage reps several times expressing my disappointment, but to no resolve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage company at the moment is Freedom mortgage been with them since 2012. I recently looked into doing a cash out refinance and wanted information. Be very careful with them their employees will give you wrong information I was told that the lock in fee was refundable that is not the case and when you check your bank statements it show its an appraisal fee another thing they don't mention
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28540
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been paying my mortgage payments every month. I am with Freedom Mortgage. My XX/XX/XXXX Mortgage statement states I have {$7400.00} in my escrow balance. I have not had a negative escrow balances in my monthly statements. XX/XX/XXXX statement says im Negative {$12000.00} and will be charged extra {$2000.00} a month for the rest of the year. That doesnt seem legal. Please offer some guidance as to what my next steps should be.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I write to you today humbly requesting your assistance. In XX/XX/2021, our home suffered flooding in the basement. In XX/XX/2021, the company performing flood remediation repairs negligently caught my house on fire. It was a catastrophic loss, and my family has been displaced from our home since that time. Luckily, our insurance company, XXXX, promptly approved our claim and has been assisting us with rebuilding our home. However, our mortgage company, Freedom Mortgage, refuses to release the insurance funds that would enable us to complete the repairs on our house. As you may know, mortgage companies are included as a loss payee on insurance claim checks. This is to ensure that the mortgage companys financial interest in a home is protected. As such, when an insurance claim check is issued, the mortgage company is required to sign the check in order for funds to be dispersed and repairs to begin. However, there is no national standard by which a mortgage company must issue the funds. As an example, some mortgage companies require a copy of the repair estimate to be transmitted before releasing funds. Freedom Mortgage has received the depreciated cash value ( DCV ) of the insurance payments totaling roughly {$330000.00}. The actual cash value of the insurance claim is {$480000.00}, a disparity of approximately {$150000.00}. Instead of releasing funds based on the XXXX, they are basing the release of funds on the XXXX. XXXX will release the final funds after final invoice has been sent to them. What's more, I received a written email on XX/XX/XXXX from an escalation supervisor by the name of XXXX XXXX explaining that when I reached 95 %, I could simply give a verbal acknowledgement and they would release the remaining funds. Based on this guidance, I purchased everything required to finalize the house from my own pocket, but my contractor has had enough of Freedom Mortgage and refuses to complete the repairs until the money is released. He already has to financially outlay enough get to final invoice before he can submit for final invoice to XXXX. Freedom Mortgage 's lack of transparency, delay tactics, and bad faith has persisted over the past 19 months that my family and I have been displaced from our home. As background, we have never missed a mortgage payment, nor have we ever been late making a mortgage payment. We are not seeking any financial assistance in making my mortgage payments. I am a XXXX XXXX XXXX veteran and my wife has been a civil servant for most of her career. We work hard and are only seeking assistance to access the funds that are rightfully ours to rebuild our home. As a stalwart defender of consumers, you may be interested to know that this is a national issue that has impacted many families. Mortgage companies have refused to issue funds to homeowners following hurricanes in Florida and Louisiana. In response, some states have clearly delineated requirements by which a mortgage company must operate in their code. As an example, Texas code states that a lender must notify the insured of each requirement with which the insured must comply for the lender to release the insurance proceeds. To my knowledge, Virginia, our state of residence, has no such protection for consumers. Any assistance you could provide to me and my family would be greatly appreciated. Having your house catch fire is an enormous trauma and fighting every day to get funds- which have been issued to me and are rightfully mine- to rebuild my home only adds to this trauma. My XXXX children have been living in a hotel for the majority of the past XXXX years. My daughter took her first steps in a hotel. My son started kindergarten living in a hotel. I can not undo the trauma my children have experienced over the past XXXX years, but I can try to ensure other children are not victimized by large mortgage lenders trying, seemingly, to pad their books by keeping as much money on their ledgers as possible. We have tried to remedy this through various means, both internally and externally. To date we have been met with only roadblocks. I have attached a response letter from the XXXX complaint where they tell me to get more money from the insurance company. They don't have a contract with the insurance company, we do. They don't have a contract with the contractor, we do. The should not be allowed to withhold funds based on arbitrary standards while my family suffers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22032
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is running a scam. They send a letter stating that they checked with your insurance company if you have hazard insurance and that if they dont hear from you, will start billing you. I have had the same homeowners insurance for 5 years on auto renew, and checked with my insurance company and they have no record of Freedom Mortgage contacting them. I provided Freedom Mortgage with my policy declaration, they dont answer their phones. They are hoping people dont notice the letter and then start billing them escrow for insurance they already have at exorbitant prices. This company should not be allowed to operate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78731
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom mortgage was to assist me with a partial claim during Covid. They dropped the ball I was taken out of forbearance XX/XX/XXXX. They were supposed to give me an offer within 30 days a partial claim offer. No one got back to me and I was calling every week they finally put some things through in XXXX and put me over my percentage for the partial claim. in XXXX I excepted it in person and loss mitigation name XXXX put in. I wanted a lower rate. He put a rejected the offer, which I did not so I had to go back and speak to a gentleman by the name of XXXX. At that time I found out they redid my loan, and my interest rate was even higher. I was paying originally XXXX then when they went and redid it it was XXXX and when I spoke to XXXX, it was XXXX a month. I excepted the XXXX even though it was much higher they sent me paperwork to fill out they had my divorce name on it as well as my current name. They sent the paperwork out to XX/XX/XXXX. I called and spoke to XXXX XX/XX/XXXX to explain the situation he told me to not sign the paperwork as there are XXXX different names. He escalated to his supervisor I called back on XX/XX/XXXX still no answer. I got a letter on my door stating I needed to sign the paper work notarize it and send it back. I then called freedom mortgage again and spoke to another gentleman who said this could take some time but if I could get the paperwork signed with the different names on it. I did try on XX/XX/XXXX I was able to find someone a XXXXXXXX XXXX would notarize it.I returned the overnight notarize documents on XX/XX/XXXX. In the mail today I received a letter dated XX/XX/XXXX that my case was closed and that I would have to seek additional assistance if I needed it this is absolute XXXX as I've been keeping in contact with them every week, and I was told not to sign it. They have XXXX me around left and right trying to make sure I could save my home which is now in foreclosure. I need assistance!! Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A