Date Received: 2024-01-30
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: We refinanced a mortgage with Freedom mortgage and set up an escrow account for taxes and insurance. We provided them proof of insurance as a closing stipulation and had the lender mortgagee clause added to our policy. Last year we received a notice that they didnt have record of our hazard insurance and they would be purchasing their own hazard insurance on our behalf. I tried calling multiple times and either the number didnt work or when I left my call back number, I would never receive a call back. Everything felt like a scam so I called Freedom mortgage, not the insurance department number that was on the notice, and they told me that it was likely a scam. Just to be sure, I uploaded a copy of our insurance to the portal for Freedom mortgage. I didnt think anything about it again until I just got another notice. I called the number and this time I was able to get through. They let me know that they charged me {$1700.00} last year for this scam hazard insurance policy and have already billed me again on the XXXX of this month. I just found out that my wife went ahead and paid the premium with our real insurance provider because she didnt know insurance was escrowed. All of this is a scam! Freedom mortgage was provided all of my hazard insurance information when I closed on my mortgage and moreover, I uploaded my policy in my loan portal. I want to file a formal complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XXXX of 2022 I changed my Home Insurance company. A check for {$2100.00} was sent to Freedom Mortgage to be applied to my Escrow. Freedom Mortgage received the check and never applied the check to my Escrow. When reviewing my statement it is also stated that it is not applied. Due to not applying the check to my account they have increased my mortgage to cover the Escrow shortage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: FREEDOM MORTGAGE LOAN AN ADDITION {$1600.00} DOLLARS IS BEING PULLED FROM MY CHECKING ACCOUNT LAST MONTH. This appears to be continuing each month as they are projecting I will need insurance in XXXX when my current policy becomes due. I will continue my current policy, but some how Freedon Mortgage has predicted on a letter from them dated XXXX that I should begin prepaying my escrow account based on their best ( unfounded Guess ). this will result in me being charged at the current rate of {$1600.00} X XXXX = {$19000.00} ALL with no found reason an expense I can not afford to wait to be refunded or resolved. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95949
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Theres bankruptcy showing on my mortgage credit report, i never filed bankruptcy on my mortgage and i asked them to remove but they told me they cant because of Fair credit act! My current mortgage is Freedom Mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40475
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: In the beginning of XX/XX/XXXX I started a VA Loan Assumption with Freedom Mortgage. It took them until XX/XX/XXXX to even read the documents I sent them. It then took them until XX/XX/XXXX to get the documents to the Underwriters. I was told it would take the Underwriters XXXX days to review the documents and request any additional information, XX/XX/XXXX. It took them until XX/XX/XXXX to get back to me with requests for more information. I returned the request for information same day, XX/XX/XXXX. I was told it would be XXXX days until I hear back from the underwriters. It is now XX/XX/XXXX and I still have no word. Also, these requests could have been ; A. Done the first time I did the application and B. If they wouldn't take so long to do their job. Also, when I call, XXXX out of XXXX times I can not reach anyone in the Assumptions department. My realtors have been given attitude by a Processor with the name XXXX XXXX. XX/XX/XXXX my realtor called her to ask about why the Underwriters are taking twice as long as we were told they would take. She was rude and did not have any answers to questions regarding missed timelines, calls being screened, and not replying to my inquires about documents I have sent and any questions I have. XXXX also told us we were assigned a new Processor, XXXX XXXX, but would not provide any contact information. When we do finally get a hold of the Assumptions department, they don't have any contact information for XXXX. And when we do ask them to contact him, he is always out of the office or " on break ''. We were told the process would take XXXX days. We are over XXXX days now. This whole process has been unacceptable, severely inconveniencing me the buyer, and a family of XXXX who are selling a XXXX bedroom townhouse and trying to move into a brand new house for themselves. Along with undue mental stress of this assumption process and the way we have all been treated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80920
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Pursuant to 18 U.S.C 8, I owe no debt. This company is violating by consumer rights to privacy pursuant to 15 U.S.C 1681b ( 2 ). Company has also NO permission to report ANYTHING using my information pursuant to 15 U.S.C 1681 ( 4 )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32259
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I started loss mitigation packet in XXXX, they let is set for 90 days then said they didnt receive it. After getting more papers they asked for. Then I did it again to do loss mitigation and then assume loan like stated in our divorce degree XXXX yrs ago. They are still asking for papers due XX/XX/XXXX even tho there is sale date for XX/XX/XXXX. I need help stop sale date. After that I want to sure them for ruining my life for XXXX years straight now and for messing up my escrow and I would like to make sure they didnt scam the inhaf fund I got last year with all thier fees and charges. I am a veteran and I work for the XXXX XXXX I should not have to deal with this nor should any other American!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 473XX
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Freedom Mortgage reacquired my loan in XXXX of XXXX ( they had sold it and repurchased a few years later ). I had the same insurance policy since I purchased the home in XXXX of XXXX. When Freedom bought my mortgage they failed to pay the insurance and no one, XXXX or Freedom Mortgage, informed me. Freedom claims they sent me letters but nothing was ever received by me as I informed them multiple times. This is also a a recurring complaint against Freedom Mortgage of failure to pay insurance or notifying home owners. As soon as I was finally made aware ( by the increase in nearly {$6000.00} a year in escrow expense on my monthly bill ) I called them got the information and got new insurance within the week. Despite this, I'm still being charged roughly {$2500.00} more a year in escrow for insurance that was cheaper than my original insurance that they failed to pay. I've requested it be remedied on numerous occasions and even turned autopay off recently while they were supposed to investigate and get back with me. Despite them still blaming me for their failure to pay my insurance, which no other mortgage company has had an issue with ( my mortgage has been sold about 8 times since XXXX ), they've failed to respond timely, respond at all, or correct the issue. On top of that, after speaking with someone today from Freedom regarding the hit they put on my credit for late payment, they informed me that they themselves had received cancellation notice from XXXX regarding my insurance ( she said this twice even after backtracking it after the first time ), but at the same time claim to have no record of the insurance due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The issue is regarding an over 30 day late payment note on my and my mom 's credit histories all stemming from a payment and language-access issue. The issue first began when my mom went on the Freedom Mortgage site to submit payment in XXXX that was due on XX/XX/XXXX. However, there was an issue with the payment and it did not go through correctly. Unfortunately, my mom did not realize the payment did not go through and made her standard mortgage payment on XX/XX/XXXX that was due on XX/XX/XXXX. It is not until she received a letter in the mail in XXXX stating that Freedom Mortgage had not received her XXXX mortgage payment that she realized was behind in her payments. As soon as she realizes this, she calls on XX/XX/XXXX to understand and rectify the issue. In that call, she is connected with an individual who she is able to explain that there must have an issue with the payment processing. She was able to talk to this person in both XXXX and Englishmy mother is a native XXXX speaker and has limited English proficient. She told the individual that she had made the payment, but it must have gone to the wrong account. The Freedom Mortgage agent ( " Agent 1 ) then confirms to her that she can see that she tried to make a payment, but that it seemed to have been erroneously placed in the escrow account instead. Recognizing the issue was due to a misallocation of funds, Agent 1 tells her he will fix it and reverse the late charge. See FM Payment History showing a reversed late fee charge on XX/XX/XXXX. Agent 1 then tells my mother that as long as she makes the payment for next month, she will be fine and there will be no negative impact. My mother then makes the payment on XX/XX/XXXX. See FM Payment History. In making that payment online, she sees that her account is still reflecting that she is behind on her mortgage so she calls again around or on XX/XX/XXXX. During her first call, she is connect to another Freedom Mortgage agent ( " Agent 2 '' ). In that call, she first asks for a XXXX-speaking individual, but is told by Agent 2 that the office does not have any XXXX-speaking agents. My mother then tries to explain the situation in English -- while explaining English is not her language -- and Agent 2 just keeps restating that no payments have been made that she can help only in English. My mom asks if she can be connected to someone else and Agent 2 states again that Freedom Mortgage did not have anyone in XXXX and that they would need to find an interpreter because agents only speak English. Agent 2 then tells my mother she will have to wait until they can find an interpreter. After waiting some time and feeling like she had been mistreated because of her XXXX needs, my mother hangs up and calls again to try to talk to someone else. My mother makes another call that same day. During the second call, my mother is connected to a different Freedom Mortgage agent ( " Agent 3 '' ). Having been told there are no XXXX-speaking agent, my mom then tries to explain the situation in English. She explains to Agent 3 that she had been told that the payments had been resolved and her credit would not be affected. She further explains she had never had any type of issues with her mortgage before, and that this was all due to a series of mistranslations, misunderstandings, and errors ; she then drew attention to the reversed late fee as explanation as to why she had thought the issue had been resolved during that XXXX call. Agent 3 then explained to my mother the situation that occurred, that the escrow disbursement was not related to her payments to the mortgage like she had been told, and that she needed to make the two payments that month to get her mortgage up to date. She told Agent 3 that she would make the payments, but she wanted them to erase the mark against our credit histories since the issue that occurred due to misinformation she had been given ( she told him, why else would Agent 1 had reversed the late fee in XXXX ) and Agent 3 agreed. He said that as long as she made the two payments, our credit histories would not be affected because of this mistake. My mother then completed the first of these two payments over the phone that same day with Agent 3. She then made the second payment online on XX/XX/XXXX, thereby completing the terms Agent 3 had set forth and becoming up to date on the mortgage. See FM Payment History. Since this issue, I have submitted three separate credit disputes to XXXX ( on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) and two to XXXX, without any success. Further, during my third dispute with XXXX, the agent specifically told me they would not remove the charge unless the creditor, Freedom Mortgage, agreed. So on that same day, XX/XX/XXXX, I also called Freedom Mortgage to ask them to rectify the situation. I was on the phone with Freedom Mortgage for an hour and twenty-four minutes. During my call, I was first connected with a Freedom Mortgage agent ( " Agent 4 '' ). I explained to them the full situation, along with the language issues, and Agent 4 agreed that given all the errors that our credit histories should be rectified by that she was not authorized to make that approval and that she would transfer me to a supervisor to complete the process. I was then connected to a Freedom Mortgage supervisor ( " Supervisor '' ). Supervisor immediately made it clear to me that she was not interested in my dispute and that I was just wasting her time. Supervisor literally started the conversation with " so what happened? '' To which I responded, " what do you mean, like you want me to give a synopsis of what I want or whats happened? '' Supervisor then sighs and was like " so what I understand is your mom missed payments. '' So then I went ahead was like thats not a synopsis of what happened, and then summarized again the issue and my ask, to which she responds with, well thats not gon na happen. Thats not going to change. After this, Supervisor then, but go ahead explain the issue you think happened. I then responded with, " excuse me, did you just say that the decision isnt going to change? '' Supervisor responded, the conclusion was made and thats not going to change. At this point, I became very infuriated and asked Supervisor, " so then whats the point of continuing this conversation or me talking to you when nothing I say is going to matter and the decision isnt going to change. '' That's when Supervisor tried to backtrack and say " no maam what you said does matter. '' To which I interjected, " but if nothing I say will change the decision whats the point of continuing this conversation. Why do you want to know what I have to say if the decision is the decision like you said. What do you even want to talk to me. Supervisor then snapped and said, " because you insisted to speak with a supervisor after talking to the first person. '' I then responded, " no I really didnt, she was the one who talked about sending me to a supervisor because she was not authorized to approve a credit report change. '' When I said this, Supervisor placed me on hold for around twenty minutes. After being on hold for about twenty minutes, Supervisor came back and said, " I reviewed the calls in XXXX, I concluded the investigation, the conclusion remains the same. '' I asked her if she was qualified to do the review and whether she spoke XXXX, she claimed she did not need to speak XXXX because " no XXXX was spoken. '' I then responded, " do I get any copy of the transcripts or the record with the analysis of how you came to that conclusion? '' Supervisor responded, " you will have to get an attorney and get them ... '' to which I interjected, " I am an attorney. '' So Supervisor added, " ok well ma'am you will have to subpoena the records. '' To clarify, I asked, " so this is the extent of the investigation at this point and nothing further will be done? So youre telling me what you just did is all that will be done? '' Supervisor was silent for a minute until she then states, " I will go get someone to begin the investigation, '' and put me on hold again for about seven minutes. Finally, she returned and stated an investigation was submitted and that a manager would reach out to me within seventy-two hours. Since then, no one has reached out to me. A Freedom Mortgage agent ( " Agent 5 '' ) did reach out to my mother though on XX/XX/XXXX. Agent 5 did not speak XXXX, yet she called my mother dispute my providing my cell phone number, requesting I be contacted, and making it clear my mom could not have these conversations in English. My mom refused to talk to the individual after they asked her to share her full social security number over the phone and requested they call me. They did not. So my mom sent me a screenshot of Agent 5 's number and I called them on XX/XX/XXXX at XXXX XXXX ( EST ). Agent 5 did not answer so I left a voicemail leaving my name and number and requesting a call back. No call back was made. I have received no communication from Freedom Mortgage since then about the investigation. I called them again on XX/XX/XXXX to request information about the investigation and was simply told I would be called back. This has taken tremendous amount of time from me and has negatively impacted my car insurance driver score so that over the course this year, I will end up paying over {$1000.00} more for the same insurance I have always had. Freedom Mortgage agents has been seriously unreliable, even if when trying to be helpful, in their information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I began the sale of my house in XXXX of 2022. We closed on XX/XX/2022. In XXXX, I looked at my credit report and it showed that I had a 30-day late mark on my credit report. XXXX reported my account 30 days late in XXXX of 2022. XXXX reported my account 30 days late in XXXX of 2022 and XXXX reported my account late in XXXX and XXXX of 2022. These late marks on my account are not correct. I called over five times in the last year and a half and each time the company promised to take these derogatory marks off my account and it has not been done. I currently want to buy and home and clean my credit and this company is not helping me at all. The report is showing a false narrative and I need help to make these derogatory marks come off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95831
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A