Date Received: 2022-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Earlier this year, we were shopping around for a new home owners insurance broker and our policy was accidentally cancelled and reinstated by XXXX. When this happened, Freedom Mortgage was refunded XXXX dollars. We then received notice from XXXX that if we did not pay them back the XXXX dollars, we would have a lapse in coverage. After numerous phone calls taking an entire day, Freedom Mortgage assured us that everything was taken care of. A month later, we received a notice from travelers saying we no longer have homeowners insurance due to lack of payment by freedom mortgage. They did olnot pay the XXXX and stopped paying XXXX altogether, despite collecting money from our mortgage payments for escrow. After multiple phone calls, spanning XXXX entire days, we were again assured that it was taken care of. Now I have received a letter from freedom mortgage, estimating our next year 's escrow, which does not include homeowners insurance, indicating that they are still not paying my homeowners insurance, putting me at risk of not having coverage on my house. I had no choice in my mortgage being sold to this horrible company who is collecting money from me and not paying my homeowners insurance, putting me at risk of losing my house to a fire when we live in an area that is prone to wild fires.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want to complain about some irregular and disorienting service I received from Freedom Mortgage. I had a home mortgage, serviced by XXXX XXXX XXXX XXXX. In XXXX, I received a letter from XXXX, dated XX/XX/XXXX, informing me that my mortgage was being transferred to Freedom Mortgage Corporation. My first payment due to them would be due XX/XX/XXXX. I assumed I would hear from XXXX shortly. Not so. My first contact from them, surprisingly, was not until XX/XX/XXXX, and it was by telephone! The woman was very polite, and asked if I wanted to pay my now overdue bill by phone -- but I told her that I would not pay a bill until I got one, or at least some sort of written correspondence from XXXX. I finally received a latter from XXXX on XX/XX/XXXX, dated XX/XX/XXXX. Here, finally, was the formal letter I was looking for -- confirming that I was now their customer, giving payment instructions, etc. It reads : " We will start accepting payments from you on XX/XX/XXXX ''. As a matter of English grammar, the word " will '' indicates something that will happen in the future. Overall this company strikes me as disorganized and I have insufficient confidence they will handle my mortgage correctly. I then got another letter from XXXX the very next day, on XX/XX/XXXX, dated XX/XX/XXXX, chiding me for my late payment. " Consequently, late charges in the amount of {$.00} will be assessed ... '' -- do humans read these things? I paid my bill this morning, XX/XX/XXXX, and I will set up autopay once that goes through. I guess everything will be alright? I hope so? Wish I felt more confident. Please note that one exception to my complaint is the person I talked to on the telephone, on XX/XX/XXXX. She was unfailingly polite and friendly, even though I was rather angry at the time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29205
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was transferred from XXXX XXXX XXXX to Freedom Mortgage Corporation. During the process I sent extra 3 extra payments of {$440.00} to insure the new mortgage servicing company received timely payments. I didn't realize that drafts had already been put in place. When I realized the drafts were taking place, I made telephone calls and sent certified letters asking the additional payments be refunded. One payment was refunded but the other two payments have not been forthcoming despite promises that repayment would be made. XXXX, XXXX XXXX, Texas exempts XXXX veterans from county property taxes. After my last discussion on XX/XX/2022 with Freedom Mortgage, XXXX XXXX XXXX, I emailed a copy of the latest XXXX XXXX XXXX XXXX statement showing my exempt status and again requested a refund of the two overpayments. No response has been forthcoming despite Freedom Mortgage having my phone number, address, and email address. I request CFPB contact Freedom and any appropriate law enforcement agency and demand Freedom refund my payments. Thank you.
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: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been having issues ever since they offered a Covid Forbearance Plan. They kept calling offering the Forbearance and I declined. I finally got tired of the calls and told them to go ahead and tell me about it. I was told they were offering 6 months of no payments and nothing would be reported to credit buearus of anything so it wouldn't negatively effect my scores. I was told our account would just freeze and there wouldn't be any late fees or anything that we would literally just pick the payments back up where we left off after the 6 months were up. Ok that sounds great, yes I'll take the Forbearance. That was in the fall of XXXX. Well around XX/XX/XXXX our Forbearance was coming to an end. Freedom Mortgage called to inform me I would need to start my payments back up and asked how I would like to get caught up on the 6 payments I never made. Confused and completely shocked I asked them what they meant by that. They offered about 6 or 7 options on how to pay the balance we now owed. I was absolutely irate. I told them they were wrong for scamming people, for taking advantage of the pandemic, and for calling me and telling me lies! I talked to several people around that time with freedom mortgage and was even told by them that they weren't even sure how everything was going to go after a Forbearance was over because they just let the balances owed increase but never reported to the credit buearus. So now I'm stuck trying to figure out how I'm going to pay all this money back. Well after several conversations, we agreed to the loan modification process because I had to leave my place of employment during the Forbearance due to losing child care related to the covid pandemic. I had to leave my employment after almost 9 years. This took a huge toll on my income. Well XXXX told me they would review my modification application and let me know. Well I was approved and my rate went down and my payments went down. Wonderful. They sent me the documents to get signed and notarized and sent back. Got all that done within the time allowed. My new modification went into effect XX/XX/XXXX with next payment due XX/XX/XXXX. Started making my new payment amount in XX/XX/XXXX as instructed due to 2 months being needed for all paperwork to be done after Forbearance was lifted and modification in place. After a few weeks I never heard anything back. Months go by and I'm still making all my payments as required. They finally call me and tell me my notary made an error on the date of my documents. I asked for proof and they couldn't provide it. Said the account was only noted but documents were never scanned into the system which they even found odd. Well they said no problem we will send new ones. Well, we are now into XXXX or XX/XX/XXXX and still not resolved. I called them again, they then said I have an issue because I had gotten married since buying my house and they have to update that with proper proof ; marriage license only. I had already told them I had gotten married and they said that wouldn't be an issue and there was nothing I needed to do and documents were on the way. Well, they couldn't accept those. So just trying to get this done I emailed my marriage license to the email they provided. Weeks go by and nothing. Call again. They said they never received the marriage license and to resend it along with my updated drivers license to a different email address. I was getting mad because I had already emailed the marriage license and once again another excuse for not doing their part. They told me the original email address was no longer in use. Anyways, I get another call that they never received my proofs again! I'm mad. I feel like they were just letting all my documents show to the world and didn't care about my privacy. They told me to send them again but back to the original email address! Someone had once again lied to me! Moving on, they finally got the proofs as I had the lady stay on the phone with me til they showed up. Anyways, name change completed. New documents were on they way, almost a year later. I requested they send their notary so mine couldn't be accused of making any errors. I received documents, notary showed up with her copies of the documents and said we would just use hers. They were the same. This was XX/XX/XXXX I believe. She was great, told me she would send them back to FM and they would call me. Never heard back. By XX/XX/XXXX, they removed the option to make any less of a payment amount than what your account balance showed in full. Well, my account showed several thousands of dollars behind. They were not applying my payments!! I had to call them to make my payments and every call lasted forever because I had to explain to every single person this entire mess! Anyway, while making my payment call, I asked about my modification. They said they didn't see anything about the received documents on my account. Here we go again!! They finally called me to let me know the underwriting team had made an error on the percentage rate. It was a small one but they would correct it and that's what stopped those documents. Well move forward to XX/XX/XXXX and they have now increased the percentage rate over 2.5 % higher and my monthly payments are different. I never received documents but rather was told to make a verbal agreement on the phone. Uhhh no! I requested that be sent back and told her I had been making my payments every month as it was agreed upon back in early XXXX. She agreed and sent it back with high priority. 10 days and I'll hear from them again. I've always been told that, never happens. However, she told me I did not need to make the XXXX payment because they were in the process of applying all my payments from over the past year and if I was to make another one they would have to start back over and make sure everything applied right. Well, that actually made sense to me because my account balance was starting to show less but still wayyyy off. I called again towards the end of XX/XX/XXXX because the 10 days were up and still nothing. I talked to another representative, explained everything, she was confused. She reviewed everything once again and said all my payments were behind and it showed 10 months unpaid. That's not true! 6 months Forbearance and 2 months while they were entering the loan modification in early XXXX. My account balance is completely wrong! She said they still showed the higher rate and that I need to make a payment like I originally wanted to do. I made another payment and told her I was not going to accept the higher rate as my loan modification was already agreed on in early XXXX. She noted the account and sent it back to the modification department. Here were are in XX/XX/XXXX. Called to make my payment and get the latest excuse for my messy account. Payment made, notes reviewed, they sent back the same offer. Higher rate, nothing changed. Declined it again. She had a supervisor review the account and the supervisor agreed with me and said they should honor the original modification and sent it back in. 10 more days. Mind you I have threatened with XXXX, switching mortgage companies, and a lawyer, but they don't care. Today, XX/XX/XXXX, I received XXXX of the XXXX calls I have gotten during this whole mess telling me my account is several thousands behind and I need to make a payment. I'm sick of the excuses and the wrongful accusations this company is causing. The harassing calls for more of my money when they aren't even showing my payments correctly!! The reps always apologize and say it's policy to call when there's a balance showing and they aren't able to review notes until after they talk to the customer. Well my account should be an exception to that. Anyways, she told me the decision hasn't come back yet and thanked me for being a freedom mortgage customer, HA yea sure! I dispise this company and the way they have used covid to trick innocent people into their scam is sickening. I will not accept this harassment any longer. They are horrible and I will never recommend them to anyone. I want my account fixed and my balance corrected. They never told us we would owe any of the 6 months payments back. It was a freeze!! Now they say I can't refinance, sell, or finish my loan term until I pay everything they show I owe from the Forbearance and no telling what all else they have added!!! Worst mortgage company around. I was advised from a legal standpoint to make this complaint as step 1. There will be more steps coming if this is not handled promptly and efficiently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 382XX
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have repeatedly tried to get in contact with Freedom Mortgage about a monthly charge for a PMI for the amount of XXXX. I have paid more than 22 % of my property and i called them on XX/XX/2022 to remove the monthly charge for the PMI. But no success. On XX/XX/XXXX I decided to send them a written message on their secure message center on the phone app. They haven't bother to reply. On XX/XX/XXXX, I sent them a new written message on their message center and still no reply. As today XX/XX/2022. I have paid more than 25 % of my mortgage home loan and I do not see them removing the Private Mortgage insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77072
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Corporation on XX/XX/2022 I called Freedom Mortgage at phone number ( XXXX ) XXXX, to opt-out of sharing of privacy information. The call center requested a lot of personal information outside of the mortgage, including a credit card number, expiration date, my birthdate, in addition to, exhaustive list of other authentication data such as my address and phone number. No matter what information I provided, they continued to ask for more information. The customer service rep and their supervision insisted on credit card information, including the CCV number and expiration month and year. They refused to allow me to opt-out unless I provided this information. This gives the appearance to be a scam, as any credit card info is not part of this mortgage, and should not required in order to opt out of the sharing of my privacy data. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85044
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received yet another letter dated XX/XX/2022 from Freedom Mortgage asking that I accept their offer of CV-19 Recovery standalone partial claim by XX/XX/2022 ( note that the response date is a Sunday and not a working business day ). In the past year I have accepted this offer on various occasions via phone and via email, despite my dispute of this account, and Freedom Mortgage has not sent me the proper paperwork to commence repayment. This is what I stated in my CFPB complaints no. XXXX from XX/XX/2022 and no. XXXX from XX/XX/2022.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to complete a recast of my Mortgage with Freedom Mortgage and the company has delayed the recast in an unacceptable time frame. I originally contacted Freedom explaining that I wanted to complete a recast with a payment of {$240000.00} towards my principle. I was instructed to mail a check for {$250.00} and a letter requesting a recast. I mailed letter and check on XX/XX/22. Freedom misapplied my check as a partial mortgage payment. After several calls they reapplied the funds. I reached out to Freedom several times to obtain a contact person for the recast with no success. I wished to increase the amount I was applying for the recast to {$250000.00} but I was leary of sending the funds without a contact person to confirm the process as my {$250.00} earlier check had been misapplied. XXXX XX/XX/22 I received a letter from Freedom stating they were unable to complete the recast as they hadn't received the curtailment to principle and that my loan was being transferred. I again contacted Freedom and was told the loan would be transferred within 30-60 days and that I could complete my recast at that time. Sixty days passed without any further communication from Freedom about completing my recast or informing me of a new mortgage service provider. I again contacted Freedom on XX/XX/22 and spoke with teller # XXXX who looked up my account, read the letter about the service transfer and instructed me to mail another check for {$250.00} with a letter requesting a recast. I mailed another check for {$250.00} and another letter requesting a recast. Freedom cashed my {$250.00} check, and on XX/XX/22 I received a call from XXXX teller # XXXX telling me again that Freedom would not complete the recast as my loan is scheduled to be transferred in XXXX. Since the letter from freedom on XX/XX/22 I have made mortgage payments for XXXX, XXXX, and XXXX and will have to make another one in XXXX if this does not get resolved in a timely manor. The amount of funds I wish to apply towards my recast of {$250000.00} should lower my mortgage payment by aprox. {$1200.00} a month. I will have made at least 4 additional mortgage payments that were unnecessary if Freedom had acted in an appropriate manor. If Freedom can close on a purchase or a refinance in a few weeks why should it take XXXX+ months to complete a simple recast? This is not fair to the consumer and a deceptive business practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Not sure what stage the transfer of deed is in XXXX. around {$72000.00} Freedom mortgage is my mortgage company and with the Covid crisis they gave me a forbearance. While in the Covid crisis I sustained a pretty serious work accident and was placed on XXXX XXXX. I am formed Freedom Morgage of me being put on worker 's comp short term disability. To later find out the options they were providing were worse than what I had prior to. I was forced to file XXXX XXXX bankruptcy where I found out there was a lien put on the house. Rather than Freedom Mortgage trying to help me by maybe giving me a second mortgage, so I could at least refinance but instead they did not properly inform me that I was selling a portion of my mortgage to some company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89032
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was told by Freedom Mortgage back in XXXX, that I would need to do a Loss Mitigation Packet, if I want to make a change to my Mortgage regarding payments. So, that's what I did. I submitted my Loss Mitigation a total of 3 times. I have the proof of everything requested and sent. Time would go by of over 30 days, I would be told to submit documents. Each time I complied, and wrote to them, that everything being asked I sent. Over and Over, I submitted the same documents. XX/XX/XXXX the sent a letter, saying the needed more documents that I already submitted by XX/XX/XXXX. I did again. I called 6 days latter to see if finally after submitting the same stuff over and over again. I was told by an agent on or about XX/XX/XXXX, my home was Foreclosed on. My Loss Mitigation never got reviewed, I kept getting the run around. I still live in my house. I asked for them to reverse the decision, no reply. I can afford to stay in my house, and keep it. They never reviewed my Loss Mitigation packet. I've tried to work things out Freedom Mortgage, but I can't seem to get a hold of a person. Online messaging for everything Please help me. Michigan is a redemption period is 6 months. I have 3 months left. Please help me with this. I want to keep my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A