Date Received: 2022-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I started making mortgage payments to my mortgage servicer/company Freedom Mortgage XXXX XXXX NMLS ID : XXXX. Per my loan documentation I have a 15 year fixed non-escrow loan with a monthly payment of XXXX. On or around XX/XX/XXXX the previous mortgage servicer ( XXXX XXXX XXXX ) made a property tax payment ( {$920.00} ) for me ( I have no idea why ). This was my property tax due XX/XX/XXXX. I had to reimburse them, as I had not paid my property tax yet at that point. I was assured all was good. they made the payment in error, and I was able to pay them instead of the town. Around XX/XX/XXXX my mortgage was sold to Freedom Mortgage. I made several payments but noticed there was an escrow balance on the account. I made several calls to them and supplied them with my bank statement showing that I had reimbursed Home Point Financial the {$920.00}, I was then told all would be fixed and the escrow would be removed. However, the escrow balance remained on the account. They said the {$920.00} was applied to my principal on the XXXX XXXX, when it should have been applied to the escrow balance. This apparently was done in error. On XX/XX/XXXX I called them again to remove the escrow and was told it would be fixed, and I made a payment over the phone of {$1200.00}. All was good I was assured. Freedom Mortgage ( for some reason ) then decided to not apply the {$1200.00} and then charged me a late fee. I made a payment on XXXX on XXXX on the website ( that is the only payment it would accept ). I called them today ( XX/XX/XXXX ) and spoke to an escalation team member named XXXX. She said they can't fix it because they already filed some documentation with the IRS for XXXX. I stated this was not my problem but they claim they didn't want to get in trouble with the IRS or redo any paper work. They claim I did not pay a portion of the escrow balance when I paid the {$1200.00} on XX/XX/XXXX and therefore it was not the full payment. I also just found out that they reported my XXXX payment as late to the credit bureaus. They waited until XXXX to apply my {$1200.00} phone payment from XXXX. I have made all my payments on this mortgage on time. This escrow mix-up is not my fault. Freedom Mortage is not fixing the issue and they are pushing it on me. This is bad business practice. .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Freedom Mortgage on XX/XX/XXXX to request an excess from our escrow account to be refunded. I was told the escrow excess would be sent in a check via 5-10 business days. I called back on XX/XX/XXXX and was told by the agent that the analysis was never completed or requested. I can see online that there is an excess, and it needs to be refunded. This has been 30 days since to get a simple formula let alone the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I submitted my loss mitigation packet to Freedom Mortgage, yet they keep asking for the same information I have submitted. Customer service verifies the documents are there & ask loss mitigation to do a 2nd review, at which point they will ask for something else. During this they sent me paperwork, that they verified went to another address, & they put a foreclosure sale date on our home during the time frame I had to ( re ) submit the same paperwork they already had. Im told Im responsible for the lawyer & foreclosure fees that are now on my account due to this, that I have 0 control of. I found out today they are reporting my mortgage foreclosure to the credit bureaus, telling me it will stay there indefinitely, when I was told as long as I was working on the loss mitigation it wouldnt go onto my credit. Due to them dragging this out & requesting I resubmit the same items my packet is now outdated. Essentially I have to start everything all over & resubmit all new information. This should not be happening & has created a lot of unnecessary stress & more financial hardship due to the impact this has made to my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was originally issued my first drawl of XXXX, which my bank wanted to put an XXXX business day hold on it. They ended up waiving this hold when I showed them pictures, paperwork, etc. This XXXX has been utilized by paying for the following ;!. Rebuild my house on the tornado side. Required before they could put on a new roof. {$6.00}, XXXX XXXX. New roof- {$15.00}, XXXX XXXX. XXXX XXXX company that came in and completely dried out my house. They were not registered to be directly paid from my insurance company so insurance paid me their bill, and then I pay them. This bill was {$13.00}, XXXX. XXXX XXXX XXXX XXXX was willing to let me pay exactly half of this bill because I kept in good communication with them and they also knew that my home insurance AND my mortgage company have drug their feet and did everything possible to make me sit around and wait. I paid XXXX {$6.00}, XXXX and still owe them {$6.00}, XXXX. XXXX. My bathroom vanity, flooring, lighting, etc items that HAD to bought BEFORE any work can get started, had to be bought. This was around {$7000.00} XXXX. I had to order my bedroom and bathroom flooring now because it was on back order. The deposit for this was : $!, XXXX. XXXX. These are all things that I personally have taken care of and facilitated before I found a general contractor. My general contractor has not received ONE penny yet of his deposit to even get started. XXXX. Electric, insulation, and drywall are the next things that are scheduled and will take the remaining {$5000.00}. I had an inspection on Sunday. This inspector reported that only XXXX XXXX of visible work had been completed. Freedom Mortgage said today that I will only be getting {$2000.00} more dollars on my XXXX drawl. I asked them what would I do with XXXX, XXXX dollars, on a house that has a current claim of over {$110000.00} dollars in damages. I asked Freedom Mortgage how would I even be able to give my general contractor his deposit down for him to start working? How would my general contractor begin to purchase siding and gutters for the outside and supplies needed to work? How would any additional work get started to start showing additional results with no money to pay for these items. The inspector that came to my house did NOT even ask to see what supplies have been purchased. Nobody at Freedom has asked what supplies has been purchased. I am not sure how any realistic person thinks they will start seeing immediate results when 4 rooms don't have ceilings or any flooring, STILL TODAY. The electric getting serviced by an electrician will cost money. It is important for the safety of me and my home, although this is not exactly something you can take a picture of and prove immediate results with either. But for the inspector that came to my house on Sunday, to come in and not ask about any of the " behind the scene '' production that has been purchased, and supplies that cost money is really unorganized and seems like another ploy to stall. I have a general contractor that is ready to get started but is running a business and requires a deposit. This is entirely expected. Again, {$6.00}, XXXX will NOT even be going towards any rebuild of my house. This is the remaining balance for the water restoration company. This water restoration company sent me a certified letter on XX/XX/2022, stating that they plan to file a Mechanic 's Lien against my house. I have this letter if anyone would like to review it. I can't move forward on any of my house, whatsoever right now, and is absolutely uncalled for Freedom Mortgage to offer to give me XXXX additional dollars towards my house that currently has over XXXX in damages too. This XXXX drawl, will not even put a dent in the remaining balance to the water restoration company balance, and should NOT even count towards any part of my house rebuild. The rebuild estimate side is separate than the water mitigation estimate side on my XXXX estimate, yet is lumped in with my rebuild house drawls. If you take the XXXX of my first drawl, and minus the XXXX, XXXX that I paid towards the water mitigation bill, I think I did amazing job at utilizing the XXXX, XXXX towards getting my house started. I need meaningful drawls to pay a GC to start making progress. Otherwise, {$2000.00} will not be going towards any rebuild of my house because it cost money to rebuild a house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage account XXXX NOW XXXX account XXXX Paid XX/XX/XXXX mortgage statement to Freedom Mortgage in full PLUS {$400.00} additional principal via XXXX checks via XXXX mail. Checks were never cashed. Freedom Mortgage account shows I never paid XXXX statement. Not true. Received letter from XXXX that Mortgage has been transferred to said company as of XX/XX/XXXX, now account XXXX. Online account shows that XXXX payment has been made, but I still owe XXXX payment? Checks made out to Freedom Mortgage not cashed. Where is the payment I remitted? I have never missed or had a late mortgage payment, clearly a problem with transfer process, HOURS OF MY TIME WASTED ON THIS. I can not afford to make another mortgage payment for XXXX only for the original checks to be somehow " found '' and cashed. I should not have to have a missed payment associated with my/my husbands account because of errors on the part of these XXXX companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been waiting for someone to fix our VA loan.We went into forbearance during COVID. In XX/XX/XXXX, we went into Loss Mitigation. All we get are apologies, but now someone took us out of loss mitigation! Now we are faced with losing our home. This is not right. We have continued to call every 2 weeks and are told our mortgage will be fixed. Can someone please send us the correct paperwork that honors the attached letter in our file? We can then begin paying on our home. It is extremely upsetting that nobody seems to know what to do. Yet, we get phone calls demanding we pay all of the monies from the forbearance. Please please fix our loan and honor the XXXX XXXX rate we have been waiting on since XX/XX/XXXX. The agreement letter is in our file and dated XX/XX/XXXX. Yet, the papers we are to sign have not been sent. We simply need someone to send us the correct paperwork to sign.We are told it was the fault of the VA. Then, we are told the company is short staffed. Nobody seems to know what is happening every time we talk to someone. The mental anguish and stress is upsetting. I'm currently XXXX from a XXXX XXXX and now undergoing treatment as a late onset XXXX XXXX XXXX. We don't need to stress of potentially losing our home. Please get this fixed. We have complied with all requests and yet the correct paperwork has not been received. All we are asking is that the letter dated XX/XX/XXXX and uploaded into our account on XX/XX/XXXX be honored. Then, we can begin paying our loan. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32819
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act this creditor has violated my rights. Under 15USC 1681 section 602 states I have the right to privacy. 15 usc 1681 section 604a section 2, it also states that the consumer reporting agency can not furnish an account without my written instructions. Under 15 usc 1666b a creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My primary residence mortgage account was transferred from XXXX to Freedom Mortgage in XXXX of 2022. Based on my previous experience with Amerihome and statements received from both XXXX and Freedom Mortgage, I believe I am overpaying for escrow. Despite multiple requests over the past several months, Freedom Mortgage has refused to complete an analysis of my escrow account and continues to send me outdated/old analysis from XXXX. I know my insurance rate is different from what it was a year ago. They told me they would have a new escrow analysis for me within 60 days of the transfer but that has not happened and it's now late XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was a first time homebuyer in XXXX of XXXX. I received my first property tax bill on XX/XX/XXXX in the mail. Not knowing my mortgage company was paying this tax bill ( since I didn't remember about my escrow account ) I paid the XXXX XXXX XXXX XXXX XXXX XXXX bill the same day I received it in the mail. I submitted payment for this tax bill on the county website in the amount of {$2000.00} and received the payment confirmation via email ( attached to this complaint ) showing the amount went through and came out of my account. The mortgage company then submitted the tax payment in the amount of {$2000.00} to the county and received their money back as the county had already processed my payment. I have had 3 phone calls with the mortgage company XXXX Freedom Mortgage ) to resolve this issue in receiving my tax payment back to my name in the form of check, or even a one-time balance paid to my mortgage principal. All phone calls have led to them stating there is not a positive balance in my escrow account to pay me back ... That is because after the initial payment they made was refunded to them, they didn't refund my account. Nor did the reach out to send me my tax payment that I personally paid. They are refusing to handle this issue in the proper form of normal customer service. As a consumer of their product ( not by choice as my mortgage was purchased by them in XXXX of XXXX ) I feel they are holding my money that they were supposed to pay to their personal benefit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64063
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage shouldnt be allowed to be licensed for mortgages. My mortgage was sold to them and I had no idea. They were never planned on sending a welcome email so I could create an account. I was forced to call to get my loan number. After attempting to make my payment, they fraudulently took funds from an account I did not authorize that was only kept the funds to be a member of a credit union. They never had that account number and I believe did it to cause a fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A