Date Received: 2022-11-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX I applied for the COVID19 Mortgage Relief on my property at XXXX XXXX XXXX XXXX XXXX, LA XXXX. XX/XX/XXXX was my first attempt to consolidate the missed payments and get back to my regular mortgage. XX/XX/XXXX I was told the paperwork was submitted to late ( based on the notary timeline I received from the company ). I was informed I needed to pay my payments for 6 months and apply again. I did so and in XX/XX/XXXX I submitted the paperwork again. This time we ( myself and my wife signature are required ) used a local notary. The signatures did not meet the underwriters standard so they did not approve. The documents were resent to me however at this time I was mobilized to XXXX XXXX, Texas. XX/XX/XXXX the company assured me they could send the documents to both myself and my wife in different locations. I have signed the documents in XXXX XXXX multiple times however I was told the underwriters did not send me the right paperwork and they have yet to arrange for the notary to come to my wife in Louisiana. We do not want to risk a local notary unexperienced with their needs because of the last time. I have asked multiple times for a supervisor or an underwriter to contact me. None have done so. I have fallen further behind in my payments because once the notary 's have a set amount on the paperwork they don't want you paying any payments for roughly two months. This has happened to me three times equaling five months of payments Multiple level 1 customer service agents call daily promising to assist with the problem but none have helped. As of XXXX XXXX an customer service agent reached out to tell me I had to start the process all over again to include submitting paperwork that was never required. The agent then advised me to take my wife 's name off the title of my home to make the process easier. I felt that was not his place nor his area of expertise to advise me in such a way. The individual did not read the notes on my account to understand my specific situation and continued to explain to me why this was my fault for basically being a XXXX XXXX. When asked if a XXXX could call me back I was told " good luck ''. I am still waiting for a XXXX to return my call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My home is financed under freedom mortgage loan number XXXX and it is a VA loan. I made a deal and contracted to have my loan assumed by another veteran. Freedom mortgage has consistently told me misleading information about the process, only handles processes via mail and delays the process and gives non-specific answers. They have also failed to contact me as required/promised on XXXX separate occasions, and I am now at risk of losing the home I am moving to and over {$2000.00}. Here is a breakdown of the activity : Called XXXX, XXXX, XXXX, and XXXX each time requested to begin assumption process, each time told to expect a call within a day or XXXX. No calls. I was advised on XXXX calls it takes a total of XXXX days to close and on XXXX call it takes XXXX days to close. To be safe I set a 60 day close date Each call I requested a number to discuss the packet and process with the assumptions department and was told they do not have a direct contact number or that they refuse to provide me a contact number or email address. I requested to speak to a supervisor on multiple calls and each time this was denied. I requested to speak to the mortgage assumption department and each time that was denied. Second call on the XXXX and I was told the request was expedited and to call back on the XXXX if I havent heard anything Called on the XXXX, and was told by a representative I would need to start the entire process over. Called again to request to speak to a supervisor on the XXXX, request wasnt processed and was told to continue waiting. Advised the bank that this is now going to cost me {$2000.00} in potential closing costs and I will be filing a complaint. An entirely new and different process was explained. I have made multiple attempts to discover what the process for my entitlement to an assumption is, and a point of contact, and all of them have been vague answers about processes, denial of points of contact, denials for transfers to supervisors or specific agents, and have been overall unhelpful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received federal mortgage assistance from XXXX and was approved on XX/XX/2022 for my past due mortgage in the amount of {$37000.00} which paid up my account through XXXX, with forward payments to begin XX/XX/2022. I provided Freedom Mortgage with the approval letter the same day. When applying the funds to my account, Freedom Mortgage only applied $ XXXX which was the balance of my account up to XXXX and had my account showing that a balance is due for XXXX. I first contacted Freedom Mortgage about this issue via email on XX/XX/2022. I did not receive any correspondence or reply back. I called customer service also who were clueless as to why that amount was on my account instead of what is clearly shown on the approval letter. I called XXXX and they verified and restated that I was approved for {$37000.00} and that what was sent to my mortgage company. I am unable to pay XXXX 's payment and do not want to be reported late to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33314
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My Mortgage Lender, Freedom Mortgage Company, reported to the Credit Bureau that l missed a Mortgage Payment in XX/XX/2020, and that my account was over 656 days late, which is absolutely not correct, because my account was in the Forbearance. I have attached my XX/XX/2020 statement to refute this error that was reported to the Credit Bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I was exiting Covid Forbearance and was approved by Freedom Mortgage for a VA Refund Modification that would lower my monthly payments by 20 %. I was told to not make a payment while I waited for the loan docs. I never received them though I called several times and was told something different each time. Finally was told the docs were kicked back because they forgot to attach my husband/co loan holders death certificate. He died in XXXX of XXXX. In XXXX, XXXX I received a New Decision Letter stating the same. I again waited for docs that never came and I was given many excuses, reasons but none that were a fault of mine. I called and messaged many times. In XXXX, XXXX I received yet another Decision Letter - this time saying I was INELIGIBLE for the Refund Mod but approved for Partial Claim or Foreclosure hep. The tone at Freedom took a turn but I was told My only recourse was to appeal which I did and the date for them to complete their research started at XX/XX/XXXX, then mid XXXX and finally mid XXXX of XXXX. When I called during these months XXXX person would say my Refund Mod was in the works no problem, another said they were waiting on the appeal decision. Around XX/XX/XXXX I received a packet for A Partial Claim with no refund modification! It showed my payments would go up from approx {$1400.00} to {$1600.00} while the original Refund Mod I had been waiting on lowered my payments to {$1200.00}. The docs were dated XX/XX/XXXX and gave a 2 week window to notarize and return. I messaged and then phoned Freedom. I explained the entire situation to XXXX, teller ID XXXX. She went back and forth and said I was just out of luck and that I couldnt appeal the decision from XXXX contrary to everyone else I spoke with. She also stated that it was the VA who did not approve. In later talks with the VA I found out that was untrue. She kept referring to the Partial Claim as my only solution. Meanwhile on XX/XX/XXXX a gentleman ( a local notary ) came to my home to deliver a document from Freedom mortgage stating that Loan Modification Documents had been sent and I could contact them to notarize when they are received. I thought it had been resolved! Of course no Refund Loan Modification documents were sent to me. I then got another letter stating I had neglected to get the Partial Claim papers back in time and I am now removed from loss mitigation. Even if I had decided to accept the Partial Claim the documents were not received until after their due date. And I had no notice these documents would be arriving. I get at this time that their goal was to set me up to fail and then foreclose. I have continued to contact Freedom to escalate my issue and each time I am promised that my SPOC will contact me. I should note that I found out about halfway through this past year that I really did not have a single point of contact named XXXX as all of the representatives are considered SPOCs. After my last conversation with XXXX I relaized I was not going to get anywhere with the phone reps. I filed a complaint with the XXXX and I am in contact with the VA. I thought my loan tech at the VA would take more of an advocacy role but he just relayed to me that I was kicked out of loss mitigation because I didnt send back the docs in time for the Partial Claim which I had not approved anyway and received them AFTER the deadline. It amazed me how quickly this process went since receiving that package 3 weeks ago. After all that waiting and communication I was kicked out of loss mitigation within 2 weeks! All I want are loan documents for the Refund Loan Modification I was approved for twice yet never received the documents. I never approved the Partial Claim alone option. I feel they tried to intimidate me into accepting that. XXXX also stated that if I did get the Refund Mod that the interest rate would be higher than my current one because of the market. She clearly did not understand the rules and guidelines of this VA program. After I was approved for the Refund Modification over a year ago I planned my forward life with the reduced payment in mind. I did not make a single error the entire time I have been waiting. Out of fear I started making payments a few months ago but now cant even make a payment on the app that is not for the entire forbearance sum. I need help and advocacy and cant really afford a lawyer. I am a XXXX XXXX XXXX widow. I can afford the payment structure laid out for me back in XX/XX/XXXX and XXXX in XX/XX/XXXX. I do not know if this is blatant bad faith on Freedoms part but I assure you I have done due diligence all year and have every correspondence to show that. I need a consumer advocate to help me as there does not seem to be assistance coming within Freedom or The VA ( the latter of which I am sure are overburdened. ). On the XXXX site I found similar stories from consumers with loans at Freedom. I do not know if they were ever resolved.
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: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I received a notice that our property taxes were delinquent. Those should be paid in a timely manner through the escrow account of the mortgage. I called the XXXX of XXXX to confirm all information and then spoke with XXXX at Freedom Mortgage on XX/XX/XXXX. She informed me it would take up to 14 days to resolve, once they received a copy of the delinquency notice via the secure portal. I sent the requested documentation that same day. On XX/XX/XXXX, I received a notice via the secure portal that the issue was being looked into and would have resolution by XX/XX/XXXX. This is not a timely resolution. On XX/XX/XXXX a statement was mailed to our home informing us that our mortgage was increasing by over $ XXXX due to an escrow account shortage. I made a call to Freedom Mortgage upon receipt of this notice on XX/XX/XXXX, which also informed us that this payment increase would go into effect in fewer than XXXX weeks. I spoke to XXXX in the escrow office at FM and he confirmed that because of the large payment that came out of the escrow account on XX/XX/XXXX to the city of XXXX, it created the shortage and that same day the mortgage assessment formula was run, increasing our mortgage significantly. We, as consumers, are paying for the errors of FM and this is a bad business decision in a financially precarious time in the country. XXXX escalated my concern to XXXX ( ID # XXXX ) who offered to spread out our overage over 48 months instead of 12 months. Again, this is passing financial liability and responsibility to me and my husband for the error of FM. I then had to spend time explaining to XXXX why XXXX XXXX in the tax dept ) could not help me with the new set mortgage amount and I had to re-explain what errors occurred leading us to this point. She stated that she'd submit the request to spread out the overage cost and it would take 10 business days. I asked her how I was supposed to trust that it would take 10 business days when the original issue was supposed to be resolved in 14 days and it took from XX/XX/XXXX to XX/XX/XXXX. XXXX finally agreed to escalate me to a supervisor, I am still waiting for resolution and supervisor assistance. My mortgage should not go up over {$500.00} a month because FM was unable to conduct their business within a reasonable time frame.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: XX/XX/XXXX, I called freedom mortgage because I noticed on my credit report they reported me 30 days late for months of XXXX and XXXX. I had paid my previous amount on time, but the escrow account had increased which made me around XXXX short. I was never notified of this increase or that I was 30 days late. I have never missed a payment or been late. When I talked to customer care she notified me a notice for the increase was mailed to the home the loan is for. ( XXXX XXXX ). I had her update the address to my mailing address were I reside. ( XXXX XXXX ) This same issue happened in XXXX when they mailed a check for an over balance to my escrow account. I have a message saved on their server saying they updated the address, however the lady told me it was not. She then updated it. I sent all this information and documentation into Freedom mortgage and they said they were accurate to report the 30 day late. Which I agree, a portion was late, but not due to any fault of mine. I called again XXXX, and talked to a lady that said I should have seen this on my statements. I asked her were they are and she said I should get an email monthly that reminds me to login and check it. I notified her that in the 7 years with them I have never received this email. She disagreed with me and said I did. I asked her to send a test email so I can verify i'm getting emails from them and she refused. I called back and talked to another lady, who helped a bit more, she sent me a password reset email, and that did come through. I asked her what the difference was between were the emails come from and she didn't know, and had no idea who to forward me to. They have something wrong in their system with my email, and are not willing to help fix it. I had disenrolled from their paperless service to avoid this again. The fact still remains that the notice they mailed the old fashion way, was sent to the wrong address and it was the same issue I had to get fixed the year before. They just didn't care because last year it was a check to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I on my new home on XX/XX/2022, I paid the downpayment to the closing agent, XXXX XXXX. I closed on the house I was at another closing earlier in the day. So the proceeds were paid at the time of closing, which was processed at the title company as well. The transaction was handled by the realtor. I called my previous lender to let them know that the home was sold and Affiliated Title of Central Florida XXXX XXXX XXXX XXXX. I called the title company several times as the check for the payoff of my previous house seemed to be caught up in some kind of slowed down process. In the meantime, my previous lender was reporting the loan as delinquent. I called the lender to ask them why, they did not have a answer for me finally the title company sent the check to them but they reported the loan as being delinquent, for both XXXX and XXXX. I am enclosing the letter the Lender sent with their response. Both of our credit score where hit by more than XXXX points. You will notice in the document from the Lender that we had the loan for 2 years, every payment was made on time. I have a hard time understanding why if I close on a home, I'm still responsible for the loan. Freedom knew we were selling and they also sent a closing statement to the Title Co. It really hurt us at a very bad time and we worked very hard to make sure we pay our bills and I watch our credit. I asked Freedom if there was something they could do, they apparently feel they weren't responsible. Please respond
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my mortgage due to COVID and was not advised by my mortgage company of all my options pertaining to catching up on my mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93534
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a XXXX hardship and requested a deferral. After 6 months I was contacted and informed I would have to pay back the deferral amount in 6 months which was a surprise to me as I had skipped 6, so it didnt seem that th defer all for Covid was providing any real financial relief, only moving the stress / financial burden to a later period of time. Later I called back and another person let me know I could apply to have the payment split over 12 months which seemed more reasonable. As the payment continues to pile up I chose to make a payment online, the online option only allowed me to pay $ XXXX which is more than 2x my normal payment. I called back a 3rd time after making this payment and was then told the loan payment would be added to he end of my loan. This was a more ideal solution and I wonder stood it to be the likely scenario even though this as the third different scenario tat was explained to me. Shortly p After I got a letter stating I would indeed have to pay $ XXXX per month. Apparently this letter was drafted after I made the payment so I assume that would be deducted. Or modified at some point. I called back a 4th time as I was frustrated I was being led in circles and being given inaccurate information. They then said I needed to request a deferral to add the payments to the end of the loan but then said I could go back into forbearance which is not what I want. I want a reasonable way to pay back the money I owe. The company seems to have a lack of training and understanding in how to process these loan reinstatements. They are defaulting to predatory lending behaviors and given out misinformation as most consumers will likely give up. After a 4th call I then was to, d I had to apply for a deferral, which had clearly already been discussed or asked about previously but I was told it was not an available option for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94608
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A