Date Received: 2022-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, my fianc and I went through a ruff financial phase, I had to step up and help him with his needs, also take on all of the household financial responsibilities, and keep up with our XXXX children. Financially that was a lot for me especially with my XXXX XXXXXXXX Check being stopped ( reduction in income ). I reached out to XXXX initially because thats who owned my loan, I was informed that the loan was in fact being managed by Freedom Mortgage at that time. I never received any documents inform me that my loan had been changed to Freedom mortgage. I finally got into contact with freedom mortgage where they inform me that because of my hardship I qualified for the XXXX Forbearance plan. Also, that upon completion of the forbearance I would qualify for the XXXX XXXX XXXX where my interest rate would not be touched and the missed payment ls would be tacked onto the back on the loan. In XXXX of XXXX, I asked if I could come off of the Forbearance plan and resume my payments and was told No, that I had to wait out the Loss Mitigation process, they told me that I was protected and didnt have to do anything but wait on underwriting to make a decision. Fast forward and I kept calling, I was finally told in XXXX of XXXX that they were needing my past 2 months of Bank Statements and Check stubs. I sent it. No reply, nothing. I called again, and was told I needed those same XXXX items sent in, when I stated that I had already sent it, I was told that they were too old. Mind you, I sent the current, XXXX past and XXXX past. I sent 3 months of ban I statements and check stubs. Fast forward to XXXX, I get a call from a man stating he received an email to come and do an sprain my home for a pre-foreclosure. I called freedom mortgage again, and was finally told what do I they needed and they finally sent the Financial statement packet to be filled out. I have submitted everything and STILL havent heard anything. Below is the tentative timeline that the agent from Freedom Mortgage told me took place from her records. XX/XX/XXXX - I was pulled out of forbearance plan ( no information was told to me ) XX/XX/XXXX - My File was assigned to an underwriter ( nothing was requested of/from me ) XX/XX/XXXX - A streamline offer was pending documents. ( No documents were requested of me ) XXXX - ( She wouldnt tell me what exact date ) I called to ask what was going on with my loan and when I could resume making payments. I was told they needed my XXXX most recent check stubs, and XXXX most recent Bank statements.. I sent the requested documents. XX/XX/XXXX - My File assigned another underwriter. Loss mitigation was denied due to missing documents. ( The documents I sent back in XXXX. ) XXXX I called Freedom Mortgage again. And was told my account was in Foreclosure. I would need to submit a Loan modification packet. The packet was finally mailed to me. I filled out and on XX/XX/XXXX I submitted the packet along with my XXXX tax return, my current and last XXXX check stubs, current and last XXXX Bank statement. I havent heard anything back. I called and was told to give them XXXX business days for the packet to be received. None of this stuff is listed on my online account! None of these details or messages. The only thing I received in mail was my mortgage statement each month. I called about it and was told that I would keep getting my statements but everything was fine and I was protected throughout the loss mitigation process. Unfortunately, I was never IN the loss mitigation process come to find out. They were needing documentation that I never knew they needed. I have had so many costly penalties, late fees, and attorney fees added to my account. I want all of those fees removed because I intact qualified/qualify for the XXXX XXXX XXXX XXXX. This modification will allow me to keep my current interest rate and not lose my home to foreclosure. I have been told by freedom mortgage that the XXXX is not allowing this modification any longer which is a LIE. They are trying to take my home and get all the money they can. No help at all!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My old mortgage company reported on my credit that I was 30 days late and XXXX to 90 days late. To my knowledge I can for sure say according to my bank statements that i was late by XXXX or 2 months. I was also provide bad information via phone calls from members of the mortgage company when I had paid and than told to other things there for also being coerced into not paying on time. I also have a note book that I have written down phone calls that i have had with the company as well that I was told that I authorized money to be placed in my principal when I never gave consent or authorization to do so, I also was told by them that I asked to have payments reversed on numerous months when I never asked for that and I was provided certain dates that aren't even on my bank account. The story 's never a line from them. I had asked to always speak to someone higher and each time I asked I was told them couldn't help and when I did so, they would never allow me to send my supporting documentation and when once i finally was able to they said that there information didn't change because they said was they had didn't reflect what i had ( ie. Bank statements ). If you need more information please call I can explain more via a phone call because there are things that are easier to explain on the phone than through writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX and XX/XX/XXXX. I have called Freedom a few different times to fix this problem and send proof of false delinquencies. The 30 day late we called and did a skip payment for the year and then XX/XX/XXXX their payment processing system was down and they told us that they fixed both of the problems but it is not reflecting our credit and causing issues with getting financing to buy a home. The only thing that they will give is the payment statements showing that the late payments were removed but not fixed via credit bureau. I am currently in XXXX at our home trying to sell it while my husband is working in XXXX where we are needing to buy. This is causing a huge issues. Please help. Thanks. Other info. Loan # XXXX Two different loan accounts with Freedom due to refinancing in XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 978XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is refusing to give the rest of my insurance check claim funds to fix my house from Hurricane LaurXXXX which happened OVER 2 YEARS AGO. They have refused to engage in common sense talks to solve my issue and have done nothing but tell me lies. They changed companies who handle insurance check claims in the middle of us fixing our house and we have done inspections and guess what no money was released.The original amount for insurance was $ XXXX, and we got $ XXXX up front, but with inflation and labor shortages that money is long gone. We are almost finished with our house, but we are unable to finish or make more progress because they refuse to release the last $ XXXX of our money. They want to deny us from getting our money so they can keep making interest off the account, and my family suffers while we live in a tiny little camper. I have tried for the past 6 months to handle this with the company in every way possible, but they refuse to help me. We are at the point that we are going to re-finance with a different company just to get away from them even if it means us getting a worse finance rate. We didn't choose Freedom Mortgage, they bought our loan from XXXX XXXX, and by far it has been the WORST EXPERIENCE of any mortgage companies we have ever dealt with point blank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70634
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX XX/XX/XXXX working with XXXX XXXX ( XXXX @ XXXX ), my realtor, secured a contract to sell my home ( XXXX XXXX XXXX, XXXX, VA ). The contract was that the buyers would assume the current VA loan@ 2.5 % with Freedom Mortgage. Immediately, XXXX contacted Freedom Mortgage about the assumption process. He was told that it would take 30 days. On subsitant calls he continued to get conflicting information which finally being told that the process could take anywhere up to 90 days. Throughout this process, Freedom Mortgage dragged the process along until finally we were able to close on XXXX XXXX XXXX with the Buyers closing on XXXX XX/XX/XXXX. We were told at closing that funds would be distributed up on filing the papers on Monday, XXXX XX/XX/XXXX. Here we are, on XXXX XX/XX/XXXX and still Freedom has not completed signing all the required papers. Both my realtor and the Title Company XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) have tried on numerous occasions through phone calls and emails since Wed and have not received any responses. Freedom Mortgage has been unprofessional through this process. We were lucky to have a buyer who stuck with it. Really need help getting Freedom Mortgage to sign off on the settlement since to our knowledge, it should have been completed before both sides signed. Freedom Mortgage has caused an unnecssary delay with regards to recording in court and funding. On XXXX XX/XX/XXXX working with XXXX XXXX ( XXXX @ XXXX ), my realtor, secured a contract to sell my home ( XXXX XXXX XXXX, XXXX, XXXX ). The contract was that the buyers would assume the current VA loan@ 2.5 % with Freedom Mortgage. Immediately, XXXX contacted Freedom Mortgage about the assumption process. He was told that it would take 30 days. On subsitant calls he continued to get conflicting information which finally being told that the process could take anywhere up to 90 days. Throughout this process, Freedom Mortgage dragged the process along until finally we were able to close on XXXX XX/XX/XXXX with the Buyers closing on XXXX XX/XX/XXXX. We were told at closing that funds would be distributed up on filing the papers on Monday, XXXX XX/XX/XXXX. Here we are, on XXXX XX/XX/XXXX and still Freedom has not completed signing all the required papers. Both my realtor and the Title Company XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) have tried on numerous occasions through phone calls and emails since Wed and have not received any responses. Freedom Mortgage has been unprofessional through this process. We were lucky to have a buyer who stuck with it. We need help to get Freedom Mortgage to sign off on the settlement since to our knowledge it should have been completed before both sides signed. Freedom Mortgage has caused an unnecessary delay with regards to recording in court and funding. Please Help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) transferred mortgage loan account to Freedom Mortgage Corp. as a Debt Collector claimed XX/XX/XXXX payment had not been remitted. Subsequently, Freedom has rejected all indisputable documentation substantiating all payments remitted timely presented multiple times. The Freedom account perfect pay [ XXXX XXXX XXXX XXXX ] has been perverted to chronic delinquent-default status, and I have been subjected to harrassment, humiliation, intimidation at XXXX XXXX XXXX as the result of being deluged each month since XX/XX/XXXX with delinquent and default notices, hand-delivered notices posted on my front door and deluged with HUD foreclosure packets, while Freedom accrues late fees, submits negative reports to government and consumer reporting agencies. My losses incalcuable, irreparable. Note : Freedom has established pattern for targetting FHA Insured mortgages - see XXXX Prosecuting Atty v Freedom XXXX XXXX, XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXX worked to resolve for over 3.5 years through HUD, XXXX XXXX XXXX XXXX since XX/XX/XXXX without resolve. XXXX XXXX Complaints XXXX, XXXX. But, XX/XX/XXXX Freedom 's Escalation XXXX XXXX XXXX # XXXX, XXXX # XXXX, admitted account current at time of transfer to XXXX XXXX XXXX XXXX ( XXXX XXXX x XXXX ) and I. But, Freedom has not corrected and adjusted account from XX/XX/XXXX transfer to date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: There were many errors on my mortgage documents, and problems with servicers with missing payments, unapplied additional principal, no refund for the overpayment of escrow, multiple cds, incorrect charging of taxes and insurance, misapplied payments, incorrect transfer of escrow to next servicer, Incorrect payment amount, incorrect tax forms, wrong initial loan amount, and The lender fraudulently Changing loan terms at 6 months and signing my name to them per XXXX XXXX department. XXXX. I sent a notice of error to XXXX, before Any corrections were made I was transferred. XXXX stated to me the Notice of error and their corrections are are the soul responsibility of my next service, Freedom Mortgage same as tge 1st servicer said yet to date nothing done. I started all over with freedom mortgage on the notices of errors, in writing. I once again have been transferred to a 3rd servicer and Informed it's not Freedom 's responsibility it'stability it's the new services responsibility and it's left to me to start all over again trying to get these items corrected after 2 years of constantly sending and spending hours on the phone to no avail. I now know though since I am studying to be a loan originator These companies have a responsibility to complete and correct these items I have requested by my multiple notices of errors in writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Problem with a company's investigation into an existing issue
Subissue: Was not notified of investigation status or results
Consumer Complaint: On XX/XX/2022, I submitted a pre qualification request for a mortgage company, Freedom Mortgage. I spoke to XXXX XXXX, XXXX # XXXX. On that date, he set up a phone appointment and said he would contact me by XXXX XXXX I never heard from XXXX XXXX. I contacted Freedom Mortgage on multiple occasions and could not get an answer from them until I called on XX/XX/2022. I talked to XXXX XXXX and advised that he had not called me back as promised on XX/XX/2022. He then advised me that there was debt to income ratio issue and he made mention of a {$1000.00} per month payment that is not correct. I then asked for a copy of the report used to make the credit determination. He alleged that I had to get it from a different department, despite the fact that he was clearly reading from said report. It was transferred to numerous departments and have yet to find one representative who has informed me about how to obtain a copy of the exact document used to make a credit determination about me. XXXX XXXX ran my credit and them failed to notify me about the credit decision by any means- phone ; mail, letter, or electronically and refused to provide requested information by pleading ignorance on how to obtain the information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, we applied for The California Mortgage Relief Program for the first time ever, after considering all the eligibility qualifications. On XX/XX/XXXX, The California Mortgage Relief Program approved us for relief of {$54000.00} and sent the funds to Freedom Mortgage on our behalf. On XX/XX/XXXX, The California Mortgage Relief Program cancelled our application because of one forced Loan Modification agreement that I made in XX/XX/XXXX to save my home from foreclosure, all while my initial California Mortgage Relief Program application was pending. The California Mortgage Relief Program contacted Freedom Mortgage ( our loan servicer ) and requested that they send the funds back to them. Hard financial times continued for us By XX/XX/XXXX a new set of qualifications to the California Mortgage Relief program insisted that if a homeowner had/has a loan modification, it would not disqualify them for the program after XX/XX/XXXX. We called The California Mortgage Relief Program to confirm the new eligibility qualifications. When we attempted to apply again, The California Mortgage Relief Programs website and application portal was inactive, corrupted, or down until XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, we called XXXX times regarding gaining access to the application portal in order to apply again, and we also checked the website. The site malfunction can be proved in several different ways within the given time. An I.T ticket was created within that time span because the apply button was greyed out and unclickable. During this period, you can imagine the financial support that we could have used, and we were still behind even with the modification. Once the application and website were activated again, we applied to the California Mortgage Relief Program on XX/XX/XXXX and were denied basically the same day. On XX/XX/XXXX, we appealed the denial, and were denied on our appeal basically the same day. We were baffled at how we could be denied, seeing as though we fell into all the eligibility requirements, and did not hesitate to apply. After speaking with a supervisor of The California Mortgage Relief Program, we were recommended to reapply. We again applied for The California Mortgage Relief Program on XX/XX/XXXX We received an update on The California Mortgage Relief Programs website portal that we were approved for relief on XX/XX/XXXX. Amount awarded, {$8100.00} On XX/XX/XXXX, The California Mortgage Relief Program notified us via email that the awarded funds have been transferred to Freedom Mortgage ( our loan servicer ) On XX/XX/XXXX, The California Mortgage Relief Program contacted us via email informing us to reach out to Freedom Mortgage ( our loan servicer ) because they have not verified with The California Mortgage Relief Program that the funds were applied. [ The information on this bullet is purely derived from a Freedom Mortgage ( our loan servicer ) representative and supervisor. We received this information on XX/XX/XXXX, on a call with Freedom Mortgage, after receiving a confidential notice from Freedom Mortgage dated XX/XX/XXXX, on XX/XX/XXXX. The notice was a delinquency letter that stated that we were behind on all the months that we thought were being relieved by The California Mortgage Relief Program. ] On XX/XX/XXXX, The California Mortgage Relief Program contacted Freedom Mortgage ( our loan servicer ) and stated that we are not eligible any longer and that the funds were sent to the loan servicer by accident. The California Mortgage Relief Program then requested that Freedom Mortgage send the funds back. They then gave Freedom Mortgage the duty to inform us by recommending that they call us regarding our new status. We received no update of denial on The California Mortgage Relief Program website portal, or no call from The California Mortgage Relief Program to inform us. [ The information in this bullet is a contradiction, but it is not an issue or conflict having to do with my typing or the order of information listed in this document. ] On XX/XX/XXXX, The California Mortgage Relief Program sent us notification via email stating that they confirmed with Freedom Mortgage that the awarded funds were received by Freedom Mortgage, and that the funds were applied to my loan which made me current on my Mortgage payments. Which was an awarded amount of {$8100.00}. I was told that I would not have to pay my Mortgage until XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During Covid on XX/XX/XXXX, I lost my job and called my mortgage company, Freedom Mortgage Company, to let them know that I lost my job. I explained that I was aware that there were programs for home owners that were affected by Covid. At this time, I was NOT behind on my mortgage. While on this call, Freedom explained that there was the Forbearance Program and that I needed to STOP making my payments right away to qualify and that they would modify my loan when I was working again. They added that this would NOT affect my credit. A few months later, my job was reinstated and I called Freedom to start the loan modification process. I also began making my payment every month and often an additional amount to pay down what I owed. Over the next several months, I called Freedom to request an update on my loan modification. Freedom offered to provide me with a loan modification at a 2.75 % rate and told me to stop making the payment because it interfered with their loan modification process and assured me that my credit would not be affected. In XX/XX/XXXX, I received loan docs with a 3.5 % rate. I called Freedom to communicate the error on the docs and the representative stated that they had to correct the rate and redraw. I called multiple times over the next several months for updates and finally on XX/XX/XXXX received the new set of loan docs but my name as spelled in incorrectly. The notary refused to allow me to sign the docs and I called my mortgage company who stated that I needed to send them a copy of my ID to correct the name for future docs. Until this date, my name with my mortgage company had never changed, I never spelled it differently nor had I ever conveyed any spelling other than my legal name. The mortgage company told me that once they received my ID they would correct the docs and resend them. Every week after this date ( never missing a week ), I called my mortgage company to request an update on the corrected docs and with every phone call, I was told to send my identification because they had not received it. I have emails to prove so. Earlier this month, I received notice that Freedom Mortgage filed a Notice of Default on my home. I called Freedom asking why this was done and stated that I was waiting for them to provide me with the new loan docs and they stated that they had no choice since they did not receive my ID. I explained that I sent it over multiple times and that I had emails to prove so but they refused to acknowledge adding that I need to resend it. I added that I would like to simply bring my account current rather than proceed with a loan modification and they refused stating that they can only send me the full payoff amount on my mortgage. I have called several times to try and speak to supervisors and managers to seek assistance and correct the situation. They now state that my foreclosure is on a " 30 day hold '' and that I can not may payments or bring my account current and can only pay it off while offering to send me the entire payoff amount. This is complete nightmare. I have a 120 day late on my credit which is also now ruined and I am afraid that I am being forced into losing my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93314
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A