Date Received: 2022-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father passed away XX/XX/XXXX. He has a VA loan with deed of trust and promisary note and a mortgage payment. He left no will and i am the only heir. first missed payment XXXX XXXX until now did i know the aftermath of loosing my father and trying to understand the loan agreement and probate and who assumes debt, ect.. i sent freedom mortgage a copy of my fathers death cert and informed them and then i kinda just stopped getting the mail and answering phone calls after i bured my dad. its at my negligence for letting the mortgage get 9 plus months behind but i signed into the mortgag comp online account thing and filed for a hardship covid 19 forbearanse plan..caouple weeks went by and nothing so i call custmer rep of company and pulls up info and she says the accouint has been closed so she cant view anythong on anythoing then .I was served Summons papers from Freedom Mortgage corp, they filed a complaint againt the estate of my father the unknown heir and devees and the occupants of the property as well as the state which here i live in. and one other finance company..one of the other occuiopants of the property diled a reply to the summoins for extension. i recieved my last mortgage statement and it informs me that i do not have to make any paymsents until XX/XX/XXXX and renftatement is $ XXXXsomething ... .company did a summons by publication first date of publiction XX/XX/XXXX for the forclourser of the property the statement in which i recieved and it informinf me of the covid19 forbearance approval was XX/XX/XXXX dual tracking is what i suspect the summons papers demanded the entire principal balance of XXXX ..violationg my RESPA rights thank you for your time..
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: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX we were approved for a forbearance plan due to covid-19. XX/XX/XXXX we were approved for covid-19 Advanced loan modification which had the interest rate of 3.125 %. We accepted the offer over the phone and they told us to wait for XXXX to deliver the paperwork for us to sign and said it would take 30 to 45 days to come, but it never came and so we called numerous times to see when the paperwork would come and they kept telling us it's still coming and don't worry and they even told us don't make any payments until you've signed the paperwork. Finally in XX/XX/XXXX we found out that they were not going to send the paperwork for the deal we agreed to back in XXXX and this is after we called many times to find out and they kept telling us that they are very busy but we will get the paperwork. So XX/XX/XXXX they submitted the underwriting decision letter on the website but by that time we were leaving for a trip which would take us out of the country for 2 months in XXXX. And I found out that they gave us the letter by calling again because they had previously assured us that we would get the paperwork before we leave on our trip. Now in the XX/XX/XXXX underwriting letter the interest went to 5.75 % which increased our payments from the previous agreement. But because we were out of the country now they said they had to do another decision letter and we ended up with 6.375 % with a 40-year mortgage and this is what we ended up with when previously we only had 18 years left to pay. So the complaint is that from XXXX all the way to XXXX they were not able to handle this properly and give us that 3.125 % which we agreed to, when every time we called they gave us wrong information saying that the paperwork is still coming and their delay, and it seemed maybe incompetence at the time, has now left us with a much higher interest rate and a 40 year mortgage. And so we would like to see is there a way that they can Rectify this problem because I've spoken with them numerous times about this problem and all they can say is that they're sorry we went through that but there's no fixing of the amounts to show the original agreement we agreed to. Thank you very much
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60490
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage acquired my mortgage on XX/XX/XXXX. Previously I had an automatic payment so that my mortgage would be automatically drawn from my bank account. Upon acquisition I was required to setup a new account to be able to reset my automatic payment. However I have been unable to get that account setup, I have called in over 5 times, and spent more than 5 hours overall working with the company to correct the issue of being unable to have an account with them. The only response I have received is that because its in the first 60 days of transfer my payments will not be considered late ( due to regulation ). I understand the ability for companies to buy and sell mortgages, and would even be ok had I simply had to do the additional work of creating an account, but at this point over 5 hours of effort on my part to be required for a beneficial piece of service that was offered as part of my original loan being removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been having nothing but trouble with my escrow account ever since Freedom Mortgage took over my mortgage. I know about escrow accounts, i am in the mortgage industry myself. I paid the shortage in XX/XX/2022, they adjusted the payments to reflect the change in my home insurance which i had to call them about and tell them to apply it to escrow. and now they send me another escrow statement 3 months later stating that my insurance went down, that i still have a shortage and that my payment is about to go up in XXXX. when i called them yesterday they were extremely rude they put me on extremely long hold times, when the lady came back all she did was reiterate what was stated in the escrow statement. even when i told them everything i have done since XXXX, the insurance went down the taxes never changed, and that their math was incorrect. she still argued with me and kept me on hold until i had to hang up and go to work. This is an ongoing problem and i would like to have them investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Summary letter from my lawyer : In XX/XX/XXXX the XXXX were informed of a roughly {$7000.00} shortage in their escrow account. It appears that Freedom Mortgage initially made a roughly {$6000.00} payment to XXXX XXXX for ad valorem taxes but made this payment to an incorrect parcel number. Once Freedom Mortgage realized this mistake a roughly {$7000.00} payment concerning the correct parcel number, and which appears to include the associated late fees. On XX/XX/XXXX, the XXXX were informed of this issue and directed by Freedom XX/XX/XXXX Page XXXX Mortgage to follow up the XXXX XXXX XXXX XXXX. The XXXX did so on XX/XX/XXXX. The XXXX XXXX XXXX XXXX has no record of this overpayment and advised the XXXX that any overpayment would have been returned to Freedom Mortgage. Despite this, it appears that Freedom Mortgage is still debiting the XXXX escrow account for this improper payment. Freedom Mortgage was attempting to resolve this issue independently as of XX/XX/XXXX. Freedom Mortgage assured the XXXX that they would be contacted with the results of its investigation. Since that time the XXXX have heard nothing. Resolving this escrow issue will enable the parties to address the issue of forbearance/hardship. I believe a brief history of this matter is helpful. Due to the COVID-19 pandemic this loan was placed into the Freedom Mortgage forbearance program in XX/XX/XXXX, where it remained until XX/XX/XXXX. Following this date the XXXX made trial payments but were eventually told by Freedom Mortgage that they were eligible for continued forbearance. The XXXX were eventually informed that the forbearance program was not available and that they would need to apply for a hardship loan. The application for a hardship loan was completed. In following up on the status of this application, the XXXX reached a Freedom Mortgage representative named XXXX. XXXX told the XXXX that they were eligible for COVID-19 forbearance through XX/XX/XXXX. She stated that she would handle the account and take care of the modification to extend the forbearance. On XX/XX/XXXX, the XXXX received documents related to the previously requested hardship loan. Concerned that this was in contravention of the offer of forbearance, on XX/XX/XXXX, the XXXX once again contacted Freedom Mortgage. In a protracted series of conversations, the XXXX were told that forbearance was not available, and that they would need to utilize the hardship program. They were told to expect paperwork concerning this by XX/XX/XXXX. On XX/XX/XXXX, the XXXX received the approval for the loan modification and requested that Freedom Mortgage help arrange for a notary to process same. On XX/XX/XXXX, the XXXX learned of the issue regarding escrow and were also told that the loan modification had been closed by underwriting as refused by homeowner. The XXXX goal is to resolve these issues in a manner which does not penalize them XX/XX/XXXX XXXX XXXX for administrative mishaps which were beyond their control. They remain ready, willing, and able to execute a modification of their loan provided such does not unfairly penalize them or commit them to bearing the burden of the errant payment of ad valorem taxes. In the meantime, the XXXX are willing to make any interim payments as may be necessary to avoid further attempts to assess penalties
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I contacted Freedom Mortage and spoke with a gentleman named XXXX. I mentioned i wanted to learn more about my options for a home equity line of credit. I wanted to look at my options for consolidating my debts and fixing up my home. XXXX stated that he first needed to get some info to understand my debts and reasons to borrow. He said he would be looking over all of my options to work out some numbers and get back to me. When he called back later that day.he explained the proposed numbers ( before emialing them to me ) and told me to write these down. his focus of the conversation was about the apr, which of my creditors are getting paid off, and my savings per month. the terms i understood in asking specific questions were : im borrowing approximately XXXX at a 30year fixed rate of 7 % -my credit cards, personal loan and car loan are getting paid off and it would save me some money each month. there was no discussion about paying off my existing mortgage loan..just my other debts. XXXX then asked how that sounded and offered to email the paperwork. I told him i was confused about how the payments would work for this HELOC. I mentioned seeing the FHA info the the loan numbers looked different. so I asked if the XXXX I'm borrowing this will have its own loan info. ( again I'm trying to finance XXXX based on my homes equity ) He tells me its grouped together so I can make one payment to the same place under one number. he then says I can always pay it off early or pay more per month if I want with no issues. he then takes me through all check boxes that need to be filled out and then sets up my payment for the appraisal. I get a call on XX/XX/2022 from a nice lady with freedom mortgage ( I forgot her name I'm sorry ) and she said she wanted to discuss my next steps in the process and asked to recap my terms. She then advised me that my total loan is being REFINANCED a 30 year term and my current mortgage will be paid off in addition to my other debts. I thanked her for clarifying but told her i wont be moving forward with this. my entire conversation with the last gentleman was not clear I thought we had been speaking about a HELOC this entire time. I asked her how to start a HELOC and she said freedom mortgage does not offer HELOCs and she can not advise me on those products. she then offered me a generic website I can use to look for companies that do. she was polite and apologized about my experience. I asked her if she could have XXXX call me.. i feel he could have said told me this up front just like she did when i asked. She said she can ask him to call but not sure he will. I feel extremely mislead by his unfair sales practices. Had I been clearly advised their company doesn NOT offer Home equity Lines of credit there would be no confusion. not sure if this was intentional but thats definitely an unfair credit practice. I asked him to go over my options for a specific mortgage product and was handed something different. I imagine Freedom mortgage has better standards for service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: on XX/XX/22 I was alerted by one of my creditors that my DTI was extremely high as they were reviewing for a potential credit increase. this was due to my mortgage company reporting my loan twice making it appear that I have multiple home loans to the tune of XXXX XXXX dollars. I contacted them to have it corrected and sent them documentation showing the duplicate entries. they replied it should be fixed by Monday. Monday came and nothing has been fixed. on XX/XX/22 they contacted me and told me that the information reported on my credit was correct. even as I told them I only have one home loan with you and to explain the other loan. I have informed them twice now that they are causing me financial harm and hardship as this has lowered my credit score by over XXXX points and I have credit card companies asking me to get this fixed or they will close my accounts. even as I have paid all my bills on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43207
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a HUD Certified Counselor working with a borrower. She has a Fannie Mae loan serviced by Freedom Mortgage. She had a hardship and applied for assistance. She was approved for a Trial Plan in XX/XX/XXXX. She reached out to our agency in XXXX for assistance and to understand her options and I learned of this trial offer that started in XXXX. I advised that she call in immediately to see if she could still accept the trial, as the paperwork stated that she could make payments within the month it is due, and this was XX/XX/XXXX and the first trial payment was due in XX/XX/XXXX. She called Freedom mortgage and they accepted her into the trial and took her payment. She called on XX/XX/XXXX and made her 2nd of 3 trial payments and the rep confirmed that she was on the trial and this was her second payment and she just needed to make one more and she would be sent modification documents. She received a new trial offer ( with a higher interest rate and payment ) in the beginning of XXXX and called Freedom on XX/XX/XXXX and tried to make her 3rd payment on the original trial and was told she had to accept the new trial and make her first payment in XXXX. She called me confused and I called Freedom and was told that she denied the trial offer back in XXXX and it was closed out, although borrower does not recall denying it. I began trying to resolve this through an escalation contact, because the time to tell this borrower that she had denied the offer and it was closed out, was before they accepted her into the trial and accepted her payment TWICE. They had the opportunity to tell her this in XXXX and XXXX, but they accepted her onto this trial and took 2 payments, so that opportunity to tell her the offer was closed out was long past. This contact, XXXX XXXX, listened and agreed that the original trial should be honored and said she would send it up for review. She called me on XX/XX/XXXX and told me initially that the review determined that she denied the offer and the new offer was all there was for an option. I reiterated that they told her she was on the trial and took 2 payments, and XXXX agreed that they missed that point during the review and that she was going to fight for what was right, to honor that first trial. XXXX told me to wait on advising client about making the final payment until she could send for another review. I NEVER heard back from her again and have left 4 messages. This has been dropped by Freedom and no one can give me any answers and now XXXX is denying that I have even left any messages. It is highly unprofessional and this client has held up her end of the bargain and has made all 3 trial payments and Freedom is not honoring their end of the bargain. I never file these complaints on behalf of my clients, but due to the egregious lack of follow up and untruthfulness of their escalation contact, I feel I have to report this. The borrower will also be filing a report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the past year Ive been experiencing issues with freedom mortgage and the tax office. Both companies have me down for living in XXXX different township which I only live in XXXX. Ive been paying taxes for XXXX and XXXX townships and now my escrow account is over drawn and they are expecting me to pay XXXX dollars for the months of XXXX and XXXX cumulative. This matter needs to be resolved soon. I dont want to lose my house due to both companies negligence. I have been calling to check up on this matter for months and nothing has been resolved yet. I really need some help in this matter immediately
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08021
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were in XXXX. Upon coming out of it in XXXX XXXX we applied for the HAF and have been approved. We owe {$72000.00} and Georgia XXXX approved and sent {$50000.00} to my mortgage company. Here is my issue. I spoke with Freedom Mortgage at the beginning of XX/XX/XXXX. They told me that if we were approved for the {$50000.00} in HAF funding that the St. of GA required us to pay the balance of approx. {$22000.00}. They said GA is a reinstatement only state. ( I found no documentation of that ). They told me I had to wire the money to them and then it would take a couple of weeks for the funds to be applied to our mortgage balance. Then on XX/XX/XXXX XXXX XXXX ( I have her direct dial # ) called and told me we were approved for the full {$50000.00} and she was sending it to Freedom Mortgage and it might take a few weeks for them to apply it to our acct. I said that was different from what Freedom told me. Which was the St of Ga required to us pay the balance in full ( the money from the HAF and the balance that was left ). XXXX told me she was sending the money and what we did with the balance of what we owed was between me and Freedom Mortgage. I read the documents I signed with the state and the information on the GA HAF website. There is nothing that says Georgia requires the loan to be fully reinstated before they will apply the funds to our mortgage acct. I verified the {$50000.00} posted to my mortgage acct on XX/XX/XXXX. Then on XX/XX/XXXX I spoke with XXXX XXXX at Freedom. I gave them all of this info and she said they would check into it with her mgr.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A