Date Received: 2022-10-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We closed on a property XX/XX/XXXX, we sold our home. Before closing we were having trouble getting accurate payoff amounts from Freedom Mortgage company. We previously had a HUD lien on the property for {$66000.00}, and one for {$180.00}. XXXX told us that when we pay them {$210000.00}, we had to pay HUD ourselves an additional {$66000.00}. We went back and forth with them because we thought they had to pay HUD what we owe from the mortgage payoff of {$210000.00}. We called them all day trying to get clarity all the way until the day of closing. A rep name XXXX in loss mitigation told us we were correct. They would pay HUD from the {$210000.00}. Our closing XXXX XXXX has held {$120000.00} in escrow because of lien. They told us we would receive our money the following week. 3 weeks later XXXX has not paid HUD the {$66000.00}. They sent us a check for {$180.00} to cover 1 HUD lien. As a result, we had to move into a rental, we couldnt close on the new home because we didnt have these funds. Freedom mortgage has been given us the run around. We called them a week ago and explained to them what their representative XXXX said. They had to investigate and listen to the tape. They did hear her explain this to us and said hey you were right we heard the tape. But they are saying she misinformed us. We contacted HUD again today and they informed us the process of this transaction. They explained that our mortgage company ( Freedom Mortgage ) reached out to them on our behalf and completed a partial claim for a loan modification on our property in XXXX. HUD said they sent Freedom Mortgage {$66000.00}. XXXX said they did not receive money from HUD. If so, how were we able to remain in our property and why wasnt this payment applied to my payment history? I contacted Freedom after my call with HUD and explained all of my conversation that occurred with HUD. They said a supervisor would have to help me and that would take another 24-48 hours. We have requested a complete payment history on our account numerous times, even a week before closing, and they tell us it will take 24-48 hours to receive via email. We have never received it. XXXX in customer relations calls us today ( XX/XX/XXXX ) to get more information as he will investigate but he even said if XXXX did not receive the money he didnt know how we wouldve remained in the property. But he would send us the complete payment history, and look into this further, along with audio recordings and get back with us in a week? Now, we dont have access to our money from XXXX. Its a constant runaround, an average 90 min calls and they havent paid HUD. They took the entire principal amount, gave us a refund for one HUD lien and claimed it was for over payment. Is what the description stated, but not for the first HUD lien of {$66000.00} as they state they never received any money. HUD said they are investigating this as well and will contact me. XX/XX/XXXX, we contacted HUD and verified the partial was sent to Freedom Mortgage. We called Freedom mortgage back to follow up with XXXX, he has not returned our call, reps are reading notes, not explaining to us why freedom send money back to us for one HUD lien for ( {$180.00} ) but not the refund for {$66000.00}. They insisted they would not be sending us {$66000.00}. The rep even stated the whole transaction was weird or didnt make sense. Freedom mortgage failed to give correct payoff amount during the closing. They failed to submit to us a complete payment or transaction history as requested four times. The closing was very confusing, misinformation was given, our money was held in escrow for weeks. We have not been given support nor answers to how the money from HUD was applied to our loan. We need answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX my home was damaged by Hurricane Irma and I began a loan modification process with XXXX XXXX. I did not make payments for several months ; XXXX XXXX notified me that I needed to provide documentation, I provided numerous documents including financials, pictures and letters of damage. However, I was not getting a new payment amount from them this process took longer than made me comfortable. I called on a weekly basis for XXXX months trying to finalize my new loan amount. In XXXX of XXXX, I received a letter from Freedom Mortgage notifying me that they had purchased my loan and would be my new servicer. The loan amount at that time was noted to be {$170000.00} with an escrow balance of {$2300.00} and a past due amount of $ XXXX. I was shocked since for the last XXXX months I had provided XXXX many documents to modify my loan. XXXX refused to speak to me about this referring me to Freedom Mortgage ( my new lender ). I understood at this time that XXXX had not completed my modification, I proceeded to provide all of the documents again to Freedom Mortgage and they processed my Loan Modification in XXXX of XXXX. In XX/XX/XXXX, I attempted to refinance my FHA loan to get rid of my PMI mortgage and this is where I noticed that I now owed more than I did when I originally purchased the property XXXX years prior there was a partial claim with HUD worth $ XXXX plus the $ XXXX plus $ XXXX plus a negative escrow amount of $ XXXX this totaled $ XXXX and I had purchased the property in XXXX for {$230.00}. This alerted me to begin asking XXXX XXXX to provide the loan modification documents and the balances, they notified me that they would not provide the loan modification documents as they were privileged but did provide me balances from XXXX to XXXX, they then informed me in writing that they would not provide any more information as Freedom Mortgage was my new lender. I asked Freedom Mortgage to provide a reconciliation of my escrow account and they notified me that they did not own my mortgage prior to XX/XX/XXXX and would only provide documentation from XX/XX/XXXX on. I used those two balances that I received and reconciled as best as I could with the limited information I had. I can tell that from my reconciliation that the issues are with my escrow balances beginning in XX/XX/XXXX ( but possibly longer but no one will provide me documents ). These issues in my calculation overlaps both mortgage companies. I also identified errors with Freedom Mortgage escrow balances. I can't get these companies to provide accounting of my balances since they now put it on one another, and they also won't give me a call to discuss. I believe my account is overstated and I need help reconciling these balances mainly the escrow balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home around 4 years ago and had another servicer who transferred me to Freedom Mortgage. They have went up on my mortgage every year saying that my mortgage was short because of taxes and insurance. This year they said my current payment is XXXX dollars, but I never paid that amount. My payment was XXXX every month and the last time I paid that was this month XX/XX/XXXX. I opened up a letter on Friday and saw that they are now stating that I was paying them XXXX a month and now I am short yet again and have raised my mortgage payment to XXXX something dollars. And not only that my total balance left that I owed on the loan was XXXX, they have now went up on my loan amount by XXXX causing me to now have to pay an additional XXXX on a loan that was paid up to XXXX dollars. My taxes did not go up for XXXX years and definitely not my insurance. I am always on time as they pull my payments from my bank account every month. Every year they do this and my mortgage keeps going sky-high. I called to find out why they keep doing this and I was told by someone that she saw that there was a discrepancy that she would transfer me to the escalation department. When transferred I spoke to XXXX at around XXXX XXXX Friday on XX/XX/2022. He was arrogant and did not want to hear what I had to say and wished me goodbye and hung up. I called back and spoke to XXXX who was a little nicer but agreed that XXXX was not very empathetic but was certainly factual. I dont know how he was factual when he did not even go over anything with me. They are unwilling to resolve anything. Freedom Mortgage is practicing illegal things. They are going up on their clients mortgage payments and falsely accusing this on insurance and taxes going up. And then they are also applying more money to loan balances that were already paid up. I am soo afraid that I am going to loose my home because of this. I have XXXX children and my husband is XXXX and if this does not stop I will be living in the streets. I am so much under emotional stress especially year after year because I fear every year that they are going to go up on my mortgage. I have made at least two or three lump sum payments every year to try to stop them from tacking on money to my mortgage payment and this makes me and keeps me in debt. It is like they are making me pay them every year lump sums of money to not tack on what they call shortages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44111
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, My name is XXXX XXXX. My loan number is XXXX. For XXXX months my husband and myself have been trying to get freedom mortgage to correct the amount that we own on our mortgage. We have file complaints with the XXXX hoping that they can help us resolve the issue. My husband has call a number of times and been treated unfairly. My husband and I both believe that we are being treated unfairly because we are both XXXX XXXX and my husband is also a XXXX vet. We have spoken to a customer rep for Freedom Mortgage on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2022. On XX/XX/XXXX we spoke to a man by the name of XXXX and he promised us that he would fix the situation and that he would call us back but never did. We then call back on XX/XX/XXXX and spoke to a escalation lead rep by the name of XXXX. She also promised us that our situation would be corrected. She also stated that she would call us back on XX/XX/XXXX to follow up with us after she spoke to the underwriter. She never called back. So my husband and I decided to sale our home and Freedom Mortgage still is showing that we owe them XXXX which HUD is also showing this amount on their end which we are being double charged because Freedom Mortgage refuse to remove it from their records and they know that they are providing false information. We also was manipulate into signing a form that we did not totally understand which caused us to owe the XXXX which we take full responsibility for it since we did not read the complete contract and just went on the word of the Freedom mortgage rep. We have tried to resolve this issue but because we are XXXX XXXX and my husband is XXXX, Freedom Mortgage refuses to correct the issue. The Fair Housing Act makes it illegal to discriminate against someone because of race, color, religion, sex, familial status, national origin or disability at any stage of mortgage process. This has been very stressful and very bad for my health and my husband health well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been in a XXXX protected forbearance with freedom Mortgage since XX/XX/XXXX. I have kept in touch with the mortgage servicer over the last year. In XXXX I requested an extension online. As I understood I had up to a year of forbearance. In XXXX I still had not received documentation of approval. I called and was told the request was submitted and that the system wouldn't have given the option to submit if it was not possible. Come to find out the forbearance was stopped after the first request of an extension. The representative from XXXX and XXXX said that I needed to seek loss mitigation options and then they would offer a streamline XXXX partial claim and that no documents were needed. This never happened. I have always maintained verbally and in writing I wanted to do a partial VA claim. Now the servicer states the deadline has passed. I submitted documents for myself and my wife for Loss mitigation options in XXXX after getting a letter saying the deadline was coming soon. I was given 3 days to get all documents in. Freedom mortgage stated my wife 's contributor information was incomplete and that voided my request and now it be too late for the partial claim. She isn't even on the loan and the documents they requested I told them I could not provide because we are still waiting for her income statements from child support and social security. Both sources of income we lost during XXXX. We still to this day do not have payments from either source. I was given bad information for months. I did the best I could to avoid this situation and use my Veteran protection, and loss mitigation options during federally approved COVID emergency programs. I am now under review with only my information since I am the only XXXX on the loan. I have been told the 0 % partial claim is no longer possible and that XXXX would let me know my options asap. Today XX/XX/XXXX XXXX sent a representative to knock on my door to verify occupancy. Their representatives have hinted foreclosure is a possibility or to pay the over {$22000.00} back mortgage payments by the first of the following month. Obviously that's insanity. Here is just XXXX of the messages I sent to the servicer over the last 8 months. XX/XX/XXXX XXXX ... XXXX XXXX Documents From the mortgagee. Please upload Freedom Mortgage 's response to my extension request for my forbearance. I need record of when it will expire and what timeline I have to restructure my loan and make a payment. I intend to keep the home and use the XXXX process to add the back payments to the back of my loan. Thank you for all your help in these trying times. Please help. The VA has reached out to the servicer and they have told them that they would send options soon. Again I want to keep my home and want to use my XXXX protection of Partial CLAIM. This is the email sent to XXXX by the XXXX representative. The Veteran/borrower has contacted the VA concerning XXXX received from the servicer that he does not understand. He states he has previously completed proper paperwork for a partial claim that has gone unrecorded. It appears there may be some miss information or possibly miss understood information with this case/file. The borrow desires to retain the property and keep his current interest rate. Please reach out to the borrower at ( *** ) XXXX to discuss. He has been directly by COVID and spouse health issues. Your assistance appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97527
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to prior problems I setup AUTO pay with Freedom Mortgage. Every XXXX of month they ACH deduct my mortgage from my account. My XX/XX/2022 payment was deducted as usual. On XX/XX/2022 i received a credit back from Freedom Mortgage for the amount of the payment ( although it took time to research who it was ). I could not contact the company via website or phone, there sytem was busy and my login for the website said my loan servicing had been transferred. I never received any letter stating this would happen. And it was not on the website as of me investigating as of XXXX. I left several messages no answer. Subsequently i starting recieiving debt collecting calls from XXXXXXXX XXXX. I refused the first thinking it was fraud. I spent multiple hours on the phone " verify '' information. The tone of the calls was I didnt pay my mortgage when i had. Freedom mortgages letter states it would foward any payments after XX/XX/XXXX. But my payment was XX/XX/XXXX. It was sent back to me. Freedom mortgage didnt inform me of the transfer, it violated its own letter by sending the money back to me earlier than the later stated. This whole situation took many valuable hours as I work nights in healthcare. XXXX says they are hearing many complaints about Freedom with the same basic information. Freedom is not informing customers of changes in a timely fashion and RETURNING legal payments they have after they have cleared for days. XXXX has me down as late paying, even though Freedom processed the payment. And it will take weeks to be ashured i wont have a mark on my credit. People who pay their bills ontime shouldnt have to spend hours on the phone to research where there mortgage is sold to. And have to deal with the Former company witholding and diverting payments after made, and treat the people who paid ON TIME as if they didnt. Money was removed from bank on XXXX, it cleared then on XX/XX/XXXX a ACH was sent back to me refunding it. They never notified the new bank that I had paid on XXXX. The new bank XXXX made multiple calls to my work and home. Stating i have not paid my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: FREEDOM MORTGAGE encouraged me to do a forbearance due to financial hardship. The mortgage company encouraged me to do loss mitigation to help with the past due amount. The process began in XXXX of 2022. The representative told me not to make payments during this process. Every time I would submit paperwork required by the mortgage company, they would always be missing something. I would send the missing documents and check back the next week. Then, they would say the paperwork expired. I would have to start over. So I did. Many times. On XX/XX/XXXX I sat on the phone with a rep to make sure all paperwork was received because I received a foreclosure notice. The rep told me not to worry about the foreclosure, they will extend it. I made sure all paperwork was sent. The rep said the next step is the paperwork is sent to underwriting and to check back in a couple weeks. I checked back on XX/XX/XXXX and was told paperwork was missing again. I sat with the rep and went through all of the paperwork. She said nothing was missing. She didn't understand. She told me to hold on for a few minutes. When she returned, she said she discovered a check stub was missing. I think she was lying to cover for the mortgage company. Once again, I sent in all paperwork asked of me and verified everything. She said she submitted it for review. I was never notified of any missing paperwork after XX/XX/XXXX. I thought everything was OK, like the representative stated. The representative from the XX/XX/XXXX call told me to call back the following Monday. Meanwhile I have been working with XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. I was approved and XXXX XXXX was trying to pay the past due amount in full so I didn't lose my house. Regardless of that, they proceeded to foreclose on my property. When I called that Monday they said I had to pay XXXX to avoid foreclosure. They knew I was doing XXXX XXXX XXXX XXXX But they didn't care. XXXX XXXX tried to intervene but was unsuccessful. After the auction, XXXX XXXX discovered that Freedom Mortgage in fact purchased the property. She called Freedom Mortgage and they said if she paid the past due amount and I paid the foreclosure fee we could keep the house. Now they are not returning calls to me or XXXX XXXX XXXX. They tried to lie to me and say they didn't purchase the property. According to the XXXX XXXX XXXX XXXX XXXX XXXX, they did. They told XXXX XXXX that a supervisor would contact her and myself but that has never happened. So I'm sitting her not knowing if I have just lost everything or not. They act like they are doing everything possible to stop me from keeping my home. I have XXXX kids and we are about to be homeless thanks to Freedom Mortgage scamming people into losing their homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70458
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The mortgage was paid in full on XX/XX/XXXX. It is still showing incorrectly on all 3 credit reports. The account is closed but its still showing open with a balance which is impacting my score negatively.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Freedom Mortgage. XXXX Payment made on the XXXX. They didn't post till XX/XX/XXXX. XXXX. Contacted them to dispute. No success. In accordance to the Fair Credit Reporting act Freedom Mortgage has violated my rights. Under 15 USC 1681 Section 602 states I have the rights to privacy. Under 15 USC 1681 Section 604A Section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USC 1666B a creditor can not treat a payment on an 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: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As part of a partial release, Freedom asked for {$31000.00} to be applied to principal of mortgage to account for the release of a side lot related to mortgage. The funds were given to them on XX/XX/2022. Email and phone call have been made asking them to apply the funds to the principal. As of today, XX/XX/2022, the funds are still listed as " unapplied funds '' and haven't been applied to the outstanding prinicipal
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A