Date Received: 2022-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX I received a second escrow analysis showing my mortgage payment dropping XXXX plus dollars. I called Freedom mortgage and tried to show them why the analysis was not correct explaining what my taxes are and even sending them copies of my property tax bills. They after doing a reanalysis said that I was not correct and that they did not make any error. While on the phone getting this answer in XXXX I had asked for my ACH ( auto payment ) to be updated and have the extra money XXXX or so dollars put into my escrow account. Sometime in XXXX I noticed that my mortgage auto payment had gone down to the incorrect amount leading me to go in and update the amount myself which began in XXXX or XXXX. Today I just received a new analysis stating I have a XXXX shortage and based on what they say my payment is going up XXXX a month to cover this.shortage so I called and spoke to a rep and they see all my notes from my previous conversations. My complaint is how can a call center REP see and understand the proof I showed as to why Freedom Mortgage made an error but the analysis people and those responsible for making the changes could not. At the end of the day it is the consumer that suffers because now I have to deal with the increased mortgagee amount which was caused by the mortgage companies neglagance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60030
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am XXXX XXXX and my wife is XXXX XXXX. We bought a property at XXXX XXXX XXXX XXXX, XXXX XXXX, Florida. We lost our property in a court procedure on XX/XX/XXXX. The bank that was in charge of the mortgage was XXXX XXXX. We summited all the documents required by them about this property. Eventually, XXXX merged with Freedom Mortgage. This property was paid in full by XX/XX/XXXX by XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX, XXXX XXXX, Florida XXXX. ( XXXX ) XXXX XXXX and email : XXXX. After several calls with Freedom Mortgage and sending them the pay off documents, they still insisting on payment on the property loan. Instead of reviewing the documents that I sent to their litigation department they rather call almost every week to insist on payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34667
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I received my prequalifying from Freedom Mortgage for {$500000.00}. We found a house and submitted the contract to Freedom Mortgage on XX/XX/2022. I did not receive any guidance or information until XX/XX/2022, after I sent an email asking if they needed anything from me. They sent me a loan disclosure and I immediately asked if the closing cost could be adjusted. They came back and said yes and they would send me the new loan disclosure. I got the new disclosure and found that the closing costs went up almost {$5000.00} versus my request to lower it {$5000.00}. At this point, I sent multiple emails throughout the next two weeks with no response. I called and left multiple messages with no response. The house was suppose to be closed on XX/XX/2022. Finally, on XX/XX/2022, the lender finally contacted me and said they are working it. On XX/XX/2022, they said they could not lower the closing costs. On XX/XX/2022, I find out the loan was not even approved and they said they were working it and I received no information after this. XX/XX/2022 came and gone and I lost all my escrow. I still to this date, XX/XX/2022, have received XXXX communication from them. They also did not provide the needed information to the title officer during this process. They set on the VA appraisal for over a week and I received it the week prior to closing. So, we lost the house and the escrow due to Freedom Mortgage not upholding their responsibilities as a mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92277
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a house with XXXX Mortgage in XXXX. In XXXX of XXXX, I started a PMI or mortgage insurance removal request with XXXX because the equity in the house had reach the threshold for PMI removal at 20 %. I preceded with XXXX instructions and provided a written letter along with a " reappraisal '' fee. In XXXX of XXXX, appraisal agent came to the house and appraised the property. In XXXX of XXXX, XXXX sent a letter to me informing me that they had sold my mortgage to Freedom Mortgage, beginning XX/XX/XXXX. I called and talked with XXXX weekly throughout XXXX, hoping to have the PMI removed before XX/XX/XXXX. By the last days of XXXX, it did not look like XXXX Mortgage would complete the request. In XXXX of XXXX, Freedom Mortgage took over the loan. I preceded to call and ask about the progress of my PMI removal. On XX/XX/XXXX, Freedom Mortgage called to say that the request was denied and that I did not meet their LTV ratio. The loan has over 25 % equity or LTV ratio, so this finding seems false. Freedom Mortgage 's own website states that PMI removal can be requested at 20 %. Please advise and assist. Best,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I reached out to Freedom Mortgage to save my home on XX/XX/2022. I have been through hardships in the past 12 months that caused me to be unable to communicate with the mortgage company. They provided a loss mitigation packet i recieved through the mail. I filled out loss mitigation packet and submitted for review on XX/XX/2022. I called everyday to ask for updates and mentioned Auction date of XX/XX/2022. Freedom Mortgage told me not to worry about the Auction date even on the phone call that took place XX/XX/2022. Once Auction was held Freedom Mortgage said their is nothing they can do to help me. I believe its my right to save my home and Freedom Mortgage misled me. I wanted to file bankruptcy to help the foreclosure but because of the bank having open communication with me i did not and that caused the courts to approve sale. I would like to stop foreclosure sale and come to an agreement with Freedom Mortgage so that we both come out fair.
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: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i used covid forbearance to postpone payments after i lost my job. freedom mortgage and i then verbally agreed over the phone to restart payments XX/XX/2022, in an XX/XX/XXXX phone call ( that they admit is recorded ). completely out of nowhere, freedom mortgage then foreclosed on me. they have also said i get 12 months of forbearance relief plus another 6 months from the VA, and all in all, those 18 months are not up until XX/XX/2022 yet they are foreclosing anyways. DEMAND THAT YOU LISTEN TO THE XX/XX/XXXX PHONE CALL THAT WASW 35 MINUTES LONG. YOU WILL HEAR IT THERE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My complaint is with freedom mortgage. Loan number XXXX. My sister and I are trying to come out of forbearance due to covid. This process began last XXXX. My sister lives in another state ( NV ) I live in Massachusetts. In XXXX Freedom mortgage sent us a renewed payment amount for a partial claim forbearance plan which was {$400.00} less than our current payment. We were very excited. We filled out all the necessary financial info on their website. It was accepted and they sent us the loan modification packets to be notarized. Even armed with the knowledge that 2 different pamphlets would need to be notorized ( one for my sister in NV and one for me in MA ) they continually sent both packets to me. In the interim, the offers were deemed void because they became date obsolete. No less that 75 phone calls with Freedom have been made and received since last XXXX. They then sent a second set of packets to be notorized to both my sister and I to be notorized on the exact same date in 2 different states. Then submit them. We did that. The notary company that Freedom contracted out to come to my home showed up. We went through the process, she then left with my packet secure in a XXXX XXXX overnight envelope. Freedom claims they received my sisters but not mine. Again, the new offer lapsed because of the time limit. In XXXX, we were put through the process again and a much higher payment was now offered. {$1700.00}. I had my packet notarized and they received it. It was rejected on the basis that only one of us signed the packet even though they told me my sisters portion was on file and accepted.. Again, we reside in different states and the company is fully aware we can not be in the same physical location to both notarize a single packet. This entire time I have been making my payments. One month ago, they sent another packet. This time my payment on the new offer has ballooned to {$2100.00} a month. This payment is now larger that pre-covid and untenable for me financially. I am completely lost. They are starting pre-foreclosure with me now. Im asking for them to honor the first offer which is doable. I have only been able to speak with the same representative one time in at least 75 calls.. They say they are only loan servicers and not decision makers. Please help me. I dont know where to turn. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Under the XXXX XXXX XXXX was approved for the XXXX. My state XXXX in XXXX Indiana received monies to help homeowners to prevention foreclosure. Each recipient was to receive up to {$35000.00} including XXXX months of payments made on their mortgage. The XXXX XXXX of XXXX Indiana assisted homeowners as an intake and then sending information to XXXX underwriters. The underwriters would request a Value Record validating ( what is owed to catch up payments ) and the I-Record from the state to mortgage company. Then XXXX XXXX XXXX is to schedule a day and time to sign documents and funds dispersed to mortgage company. Because it's all a new process, the program got revamped and another entity took it over. My complaint is I started the process and paperwork in XX/XX/XXXX. I complied and because the process took so long, And to avoid foreclosure, I had to do a trial modification for XXXX months to get approved for loss mitigation and make lower payments and past due balance placed at end of the loan. Freedom Mortgage suspended my loan while waiting XXXX and XXXX to send money. It is now XXXX, no communication until I called and pressured the state, all to find out my application was rejected because loan in my XXXX ( passed from XXXX ) husband 's name. They never contacted me that they needed the Successor in Interest, Power of Attorney and Estate Executor documentation to approved the application process. I was furious and in tears! I live in my home and deed and title is in me and late husband 's name. The liaison XXXX XXXX of XXXX was been somewhat helpful, but the state of Indiana are not doing their job. You can not get in contact with none of the underwriters. All communications is through a portal! I have checked my email diligently and NO CONTACT WHATSOEVER! Below is a timeline of my communication with Freedom Mortgage and XXXX XXXX of XXXX Indiana who is the conduit for underwriters that make final determination.XXXX, I have attached all documents necessary to : Freedom Mortgage Servicing XXXX XXXX XXXX XXXX XXXX of XXXX Indiana XXXX, XXXX, XXXX, XXXX As I review the process of applying for XXXX and XXXX, this is the timeline of communication : XXXX ) XXXX- participated in XXXX XXXX transferred to Freedom Mortgage XX/XX/XXXX XXXX ) Began Forebearance XX/XX/XXXX XXXX ( XXXX payment a day late unable to complete Forebearance plan ) Spoke with Freedom Mortgage- Issue ticket submitted to XXXX XX/XX/XXXX, they have no idea of status. State going through review resolution XXXX XXXX XXXX program closed out last year another agency doing case management and underwriting XXXX day hold. XXXX ) XXXX no idea of status.Freedom Mortgage sent XX/XX/XXXX told failed not completed correctly XXXX XXXX Email sent I-Record request exact amount to lender to get Mortgage current ( {$19000.00} ) XXXX XXXX XXXX documents rec 'd XXXX processing with an XXXX XXXX XX/XX/XXXX XXXX ) To date no contact from state, underwriters, XXXX XXXX- no scheduling to sign docs to disperse funds XXXX ) Spoke to Freedom Mortgage XX/XX/XXXX : on XX/XX/XXXX docs sent to XXXX, XXXX completed, V-Record pending due to requote change {$20000.00} needs updatingXXXX : XXXX validate sent to state, XXXX from state Freedom Mortgage rec 'd from Indiana. XXXX ) On XX/XX/XXXX Freedom spoke to HUD rep documents.NO correspondence to Freedom Mortgage. They are giving grace period until XXXXA payment has to be made by XX/XX/XXXX! Totally unacceptable business practices. I reached out for help, and they are incompetent and not doing due diligence for the consumer. It's not their money! They are paid to help homeowners from losing their homes! This has been a XXXX-month wait game and process!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47715
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am currently with Freedom Mortgage company and was looking at a cash out refinance. My employment and all my info was taken at the beginning and I was given a rate and told an estimate of what I would be paying depending on how much I decided to take back. They had me pay a {$400.00} appraisal fee and schedule a termite inspection that was over {$100.00}. After the process and I gathered all necessary paperwork they sent a message through the company messaging that they are not approving me because of my length of employment. I have asked for my money back since my length of employment was known from the very beginning. But I have received no answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40047
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, after much frustration with inaccurate information from my mortgage company, and after filing a detailed complaint here I received, in writing, a promise to honor a lower interest rate on my recent loan modification at 4.72 %. At that time, the representative who identified himself as a XXXX XXXX XXXX ( XXXX XXXX I believe ) stated that new documents would be expedited and sent to me within approximately 2 weeks. After several calls to follow up on this, and after being told various things ( including that the underwriters would draft a new agreement with the original 4.0 % interest rate ) a representative escalated my call and I spoke to a XXXX XXXX who assured me that he would get to the bottom of the issue and that I would hear back directly from him within a matter of days. That was on XX/XX/XXXX and I still have not heard anything. I did verify my contact information with him before ending that call. The original response to my first complaint is documented in this forum. I want them to make good on that offer as through no fault of my own, I was unable to take advantage of the lower interest rates due to non-delivery of time-sensitive documents on multiple occasions.
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: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A