Date Received: 2022-09-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The lender offered to put the home in forbearance and I qualified for it and continued to communicate with the company on recorded lines all through the process. They offered multiple extensions and they were granted. I started to receive confusing feedback in XXXX of this year on the forbearance process ending and how to restart payments. I called multiple times never talking to the same person and always receiving feedback that was never the same. Because I received statements in the mail stating balance was due in full including all missed payments and interest accrued through forbearance I really needed to understand how that would be possible to pay that back. I explained this multiple times that I could not come up with {$30000.00}. If I had that kind of money I would have had no need to enter into forbearance. I got multiple people on recorded lines telling me no payment was due at this time it was in review. Even the statements sent in mail had in review at the bottom. I was willing to start back making monthly payments but they refused to allow me to do this. They made me believe I was still in a review and was even told by a women on recorded line to consider it was still in forbearance. We had to pay the property tax and get our own insurance on the house because they had durning forbearance put forced insurance on the property without even notifying me. I did all that and they were holding over {$500.00} in partial payment I sent right before they offered the forbearance plan. They still had the {$500.00} and I offered to send whatever the new payment was and just needed the amount. Still the refused to let me pay monthly payments. Continued to send me statements for the {$30000.00} and at the bottom again it said this property is in a review. I would call and the person would ask me for things I already sent. Proof of identification and proof of administration and proof of relationship to my mother. All this stuff they have. They entered into a forbearance agreement based on everything I had to send them all of this right after my mother passed. They could not legally communicate with me and offer me changed terms of the XXXX without this proof, but now they were giving me the run around. I would call on recorded lines and get somebody that said they had everything they needed to disregard what the person I called the week before had told me. The week before I got the dump of foreclosure notices I even talked to a women again asking what I was supposed to be doing when could I start my payment plan back up and she started telling me again I had to prove I was XXXX XXXX XXXX. I told her they had everything from my attorney. Then I said is this property going to be foreclosed on? She told me on a recorded line no it was not. Less than a week later end of XXXX I got a foreclosure bundle that was actually held at the post office a week before I got them. So the women knew durning that call the property was in fact being foreclosed on, The mortgage is in XXXX XXXX name I am her son legally the Administrator of the estate. I have provided all necessary paperwork. They have a partial payment and refuse to let me start making monthly payments to keep this property. The mortgage is with Freedom Mortgage it was a HUD loan. They gave this loan to my mother who did not even have a job and the only income she had was her social security which was barely enough for her to survive on. Thats an entirely different issue but one that should be looked into as well. Please help me save this property it was all that was left to my sister and I. We want to make payments and are ready to do so right now. However they will not allow and continue ti refuse to apply them to the loan. Please any help is greatly appreciated and it has already been advertised for sale in our local paper.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2022-09-27
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: In XXXX of XXXX my husband XXXX XXXX was Hospitalized for XXXX he was off work and on XXXX for a few months and Freedom Mortgage put us in a COVID19 Forbearance and we were put in the Modification program to help bring our house note down. On XX/XX/XXXX we received our letter from Freedom Mortgage stating after careful review and was approved for COVID19 Refund Modification and Principal and Interest was {$930.00} interest rate of 3.250 % and a estimated Escrow of {$350.00} and as long as I didn't appeal within 14 days at which we didn't appeal but I called and asked when 1st payment due I was instructed XX/XX/XXXX in which we paid {$1200.00} but was instructed they made a mistake and was reviewing again but no one had informed me about this I only found out when asking about when to send first payment. I had also been terminated XX/XX/XXXX due to non- vaccination I currently work 2 days a week now. I was informed just to keep making payment until a new review comes to us. I never heard so I called back in XXXX and it still showed nothing but was informed they had turned us into the Credit Report but they sent me a letter saying they contacted Credit report and had corrected it because they had made a mistake sending it. We finally received a second document saying the new amount was {$1300.00} something and I needed to sign paperwork by XX/XX/XXXX I believe was the date but after talking with one of their representatives about change in our taxes that put us in a lower tax on Farm land he told me he would put a note before the Modification reviewers, which was before the deadline, so they could reevaluate since change to lower the taxes of Mortgage, so I waited for new update didn't hear from Freedom Mortgage so I called them just to find out by XXXX that he was sorry to inform me that that wasn't correct so we would have to start over again for a 3rd time. I asked them why aren't they held accountable being I was given wrongful information and this has been nearly a year and they've made nothing but mistakes this hold time that I feel we've been misrepresented by them and my husband as a Veteran hasn't been helped but instead we feel they want to take our property and this is why we feel weve been treated this wav. I know someone who also had Freedom Morteage and thev didn't perform such mistakes with them as they have with us and didn't take but 2 months to complete their packet but it's a year for us because of their neglect and Freedom Mortgage should be held accountable and held to the initial letter we received in XXXX. I pray a fair result comes out of this as well as interest rate as we had offered to us in XX/XX/XXXX & payment. Thanks Sincerely XXXX & XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX Freedom Mortgage sent me a letter stating my mortgage payments will increase. They gave me some choices to keep the payments the same. I choice the first one and paid {$730.00} toward the escrow shortage. But my payments increased anyway. In XXXX I got a similar letter but I paid nothing extra, instead I changed my homeowners insurance company for a {$300.00} lesser one and disputed my property taxes. But again my payments increased. I filed a complaint with the Department Of Savings & Mortgage Lending. They just repeated what Freedom Mortgage told me. Which was nothing!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: FREEDOM MORTGAGE DURING COVID GAVE ME THE FORBEARANCE WITH AN FHA LOAN AND SUDDENLY IT WAS CANCELLED WHICH THEY SAID WAS " OUR '' DOING WHICH WAS RIDICULOUS. WHEN I SPOKE WITH THEM THEY SAID THERE WAS NO POSSIBLE WAY TO REINSTATE THE FORBEARANCE AFTER 3 MONTHS. THEN THEY HAD PEOPLE SHOWING UP AT OUR HOME WITH LOAN MODIFICATION PAPERS AND THEN TO OUR SMALL BUSINESS. WHEN I RESEARCHED FURTHER I LEARNED I WAS " ENTITLED '' WITH AN FHA LOAN WITH THE CARES ACT TO RECEIVE THE FORBEARANCE FOR 12 MONTHS AND CALLED THEM BACK TO DISCUSS THE ISSUE. THIS TIME THE ASSOCIATE TOLD ME I WAS IN FACT ENTITLED TO THE 12 MONTH FORBEARANCE WHICH BLEW MY MIND BECAUSE THE OTHER FREEDOM MORTGAGE ASSOCIATE BASICALLY SAID SUCK IT UP AFTER RECEIVING 3 MONTHS OF FORBEARANCE TOLD US NO. OUR BUSINESS SUFFERED GREATLY DURING COVID AND WE RECEIVED ZERO HELP FROM OUR STATE DURING THE LOCKDOWN AND NOTHING AFTER THE FACT SO FORBEARANCE OUR ONLY OPTION. TODAY THEY SENT CERTIFIED LETTERS TO OUR BUSINESS THREATENING TO TAKE OUR HOME FROM WHAT I CAN GATHER BUT WILL HAVE TO CONSULT AN ATTORNEY TO SEE EXACTLY WHAT THAT CERTIFIED PAPERWORK MEANS AS IT JUST REACHED THE 1 YEAR MARK OF THE FORBEARANCE. THESE PEOPLE ARE SKETCHY AND YOU'LL RECEIVE ALL KINDS OF DIFFERENT ANSWERS FROM THEIR ASSOCIATES. I NEED ADVICE TO THIS SITUATION
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85711
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Subject : Mishandling of Loss Mitigation Process ( Possible loss of home ) I am writing this letter to escalate the circumstances regarding the possibility of losing my home due to improper handling of my home loan and mitigation process. I was a victim of Covid-19 and was out of work for approximately ( 1 ) year. Freedom Mortgage was notified and offered a Covid-19 forbearance plan for my VA approved home loan. The forbearance period ended XX/XX/XXXX. Prior to the program ending, I was proactive in trying to seek available programs to restart my loan payments with an approved program. I proactively contacted Freedom Mortgage and started the mitigation / modification process in XX/XX/XXXX. Below I will explain a timeline of events that have occurred since that date. XX/XX/XXXX : I was approved for the Covid-19 Refund Modification which I Accepted. Was told that I would receive official paperwork by XXXX XXXX within 14 days and that I was required to have the papers notarized and sent back to Freedom Mortgage. I was also told that I needed to make the 1st payment in XXXX. Details for this plan : Principal & interest {$1800.00}, Estimated escrow : {$210.00}, Interest rate 3.500 % Total Payment {$2000.00} ( I made the payment in XXXX but never received XXXX XXXX documents to notarize ) ****Made numerous calls to Freedom Mortgage regarding the paperwork and was told that they had made a mistake with the numbers and would make corrections and send out the papers again within 14 days. Was also advised to stop making payments because the payment amount would change. They advised that they would place the funds that I had already paid in suspense and once the amount was corrected and paperwork was received that I was to call and have them release the funds for the new 1st payment. Never received the documents as promised within 14 days. XX/XX/XXXX : Received a new mortgage assistance letter stating that I was approved for the VA Partial Claim Plan which I again Accepted. I called them to find out what happened to the Covid-19 refund modification program that I was previously approved for and asked why did the approval change to this new plan. The representative told me that they did not understand why it changed and that I should still be eligible for the Covid-19 Refund Modification since that is what I was approved for. The representative told me that they were going to escalate this issue and that I was not to pay until they had the underwriters straighten out the confusion. Was advised that I would receive the corrected documents within 14 days once again. Details for this plan : Principal and Interest : {$2200.00}, Estimated escrow : {$190.00}, Interest rate 3.750 % XX/XX/XXXX : Received another letter from the modification department and was told that this was a new offer. The envelope was empty. There was no letter inside and the letter was also blank on my online portal. ( Freedom Mortgage stated that they had made another mistake ) XX/XX/XXXX : Received another letter from the modification department stating that criteria had been met for a VA Disaster Modification. This offer stated that I was to accept this offer by XX/XX/XXXX or the offer would be rejected. ( I rejected this offer because it was the 3rd confusing offer issued and the terms were enormously unacceptable ). Called Freedom Mortgage and was advised that the offer was rejected. I was told that it was escalated to higher authority and to wait for them to correct the offer because it was not the right offer once again. Was told that they were contacting the underwriter to have them put the offer back to the VA Partial Claim. Details for this plan : To qualify for a permanent modification, I was to make the following payments in a timely manner : XX/XX/XXXX : {$3300.00} XX/XX/XXXX : {$3300.00} XX/XX/XXXX : {$3300.00} I have been calling Freedom Mortgage nearly weekly since XXXX of XXXX. I have been given inconsistent answers, bad advice, many different answers, and reasons for what has transpired thus far. All agents are confused and have stated that I must wait for the underwriters because they have thousands, and thousands of clients just like me. Have been told that my situation is part of a glitch. Told that I need to be patient because they are working it out. Unfortunately, on XX/XX/XXXX, I called Freedom Mortgage with my VA home loan representative on the phone with me for a three-way call. The VA home loan rep was in disbelief that all of this has happened and told me that Freedom Mortgage has not asked them for any type of approval thus far. Freedom Mortgage had us on hold for 1 hour and 28 minutes and then the call mysteriously dropped. I was told by the VA home loan representative that the VA was also going to send a letter and an email because they could not get through. I called back on the same day and a representative answered the phone and told me that she saw a problem on the file that was never told to me before. She stated that Freedom Mortgage had approved the VA Partial Modification Plan in XX/XX/XXXX and that I was supposed to pay {$2400.00} on XX/XX/XXXX. She also stated that Freedom Mortgage never mailed that letter to me and never entered it on the portal and that it was the mortgage company error that I never received this offer. She stated that this plan cancelled because they did not receive payment which was no fault on my part. She then transferred the call to another gentleman in the loss mitigations department. This Freedom Mortgage representative told me in so many words that my situation was hopeless and that I owed so much money at this time, that I needed to start thinking about selling my house and getting out before the ship sank! I was devastated by his lack of remorse for the turmoil that I had been through with this mortgage company for nearly a year trying to get resolution to restart my mortgage payments. He consistently told me how far in debt that I am in and how long it has been. I was aware of the debt amount and the time frame since I have been desperately trying to get a modification program. My current debt with Freedom Mortgage : XX/XX/XXXX : Total amount due {$50000.00} ( started modification process forbearance ends XX/XX/XXXX ) XX/XX/XXXX : Total amount due {$75000.00} ( No current modification plan approval completed to date ) I have applied for the Virginia mortgage assistance program twice. Was not qualified for assistance because the balance was too high, and the length of delinquency was originally to long as well. Freedom Mortgage has told me that they will resolve the issues regarding the confusion surrounding the modification issues and that my file is currently under review. I have been told this for nearly a year with no resolution. I am in fear that I may lose my home to foreclosure because of the confusion and disorganization that exist with this mortgage company. I think that my account has been mishandled and that the mortgage company has been overwhelmed with too many borrowers in need of assistance following the forbearance programs resulting from Covid-19 issues. I fear that they will not be able to resolve this issue and that I will be homeless before they find a resolution. In closing, I have attached supporting documentation to help to validate my unfortunate circumstances that exist with the Freedom Mortgage Corporation. I am humbly requesting any type of assistance that is available to help me to retain my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, South Carolina XXXX Freedom Mortgage Company - VA Loan # XXXX House purchased in XX/XX/XXXX. XXXX - Covid-19 Forbearance started. XXXX - Covid-19 Forbearance extended. XXXX - Approved for Covid-19 Refund Modification XXXX - Received 2nd approval for Covid-19 Refund Modification XXXX - Loan Modification documents were executed. XXXX - Executed Loan Modification documents uploaded to my account by Freedom Mortgage. The reason for the gap in time from approval for the Covid-19 Refund Modification and the signing of the documents is because Freedom Mortgage kept spelling my wife 's name incorrectly. It took 5 months and five separate sets of documents for them to spell her name correctly in the body and on all signature lines, despite having the title to the property in their possession and receiving several emails and phone calls telling them how to spell her name. As of today 's date, XX/XX/XXXX, our loan is still listed as in loss mitigation. I was told that it normally takes two weeks for a loan modification to be entered into the system and the account to be updated. I understand that due to Covid-19 the volume of modifications, foreclosures have increased significantly while the staff numbers have gone down, so two weeks would have been a miracle, but four months to update our account. During the time our documents were being created and created and created, I received a default notice. After the execution of the documents, I again received a default notice. I am sure my credit is being affected. I have called repeatedly. I have emailed repeatedly. I have been told that my case will be escalated. I have been promised return phone calls. Yet, my account is still in loss mitigation. Calls do not get returned. Escalation never goes anywhere. No one nowhere can tell me anything. Now all of this is interfering with my ability to obtain an equity investment in my property for a remodel project and upgrades to the property. All the equity company is waiting for is either a letter stating that my mortgage is current or an actual mortgage statement. However, I can not obtain either ... .. Freedom Mortgage can not write a letter stating that my mortgage is current, because it is in loss mitigation, but they can not tell me why it is still in loss mitigation when we have executed a loan modification. And I can not provide a current statement to the equity company, because the current statement shows I am in arrears for funds that would part of the modification. It has become a vicious vicious circle that is affecting my family negatively. I just want it fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29316
Submitted Via: Web
Date Sent: 2022-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Our mortgage company did not pay the taxes at the close of our refinance. This was part of the contract that we signed. We received a delinquent tax statement. When we called they paid it out of our current escrow. This caused our escrow to go into negative. We have tried to contact them multiple times and they still will not respond. They put me on hold hang up. We also had contacted them regarding getting rid of our PMI As we attempted a updated appraisal showing the house was valued at significantly more than what we had financed. They stated that we were exempt from that because we refinanced after 1990?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44720
Submitted Via: Web
Date Sent: 2022-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Corporation has purchased my 15 year FHA mortgage with in the last year. I received notice in XXXX that my mandatory flood insurance was going to expire on XX/XX/22 and the mortgage company had not paid the renewal from my escrow account. I contacted Freedom Mortgage through their message center online on XX/XX/22 and XX/XX/22. They replied on XX/XX/22 saying that they were preparing the escrow account for payment of renewal. I got a letter on XX/XX/22 saying that they will not accept my flood policy because it was private flood insurance. I called on XX/XX/22 to try and resolve this issue and let them know that it is unacceptable to give only one day notice. Also that they should not have bought a mortgage that they did not accept the terms that were agreed upon when I got the mortgage. The coverage i had was about {$1100.00} a year. Equal coverage that they accept was over {$5000.00} a year. I had to get the absolute least amount of coverage with the highest deductible allowed to be able to afford it. My deductible went from {$2500.00} to {$10000.00}. I asked customer service, the insurance department, and the mortgage department to please Email me all of the documents they have on my file and explain how this was legal. I have not gotten a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since receiving the feedback from my last complaint ( XXXX ) the mortgage company has called every week to discuss my default. And it wasn't until about XX/XX/XXXX when a representative told me that I was currently in foreclosure proceedings. Which is against federal regulations because I am in an active loss mitigation program. According to the last complaint the previous forbearance has yet to expire, and in XXXX I applied and was approved for a continuation of that forbearance until XX/XX/2023. On XX/XX/XXXX the mortgage company took it upon themselves to run me through a partical claim program, WITHOUT my consent. I again spoke to a representative on XX/XX/XXXX who had to " force '' place the forbearance, expiring XXXX Today is XX/XX/XXXX and I am currently on the phone yet again with yet another representative who Is now stating I'm no longer in the forbearance and the account status must " match ''. Every week since XX/XX/XXXX I've received communication that I'm not in forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The company refuses to specify why I have these fees and cost on my account. They have sent me letters stating that my house was never in foreclosure as well as at least 10 employees of freedom mortgage told me NO your home is not in foreclosure, I have audio recordings as well do they as every call is recorded to verify this. Freedom mortgage takes advantage of people who have had hardships and are attempting to take my home because of their own faults and negligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A