Date Received: 2022-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XX/XX/XXXX I requested a forbearance from my mortgage company XXXX Mortgage. In XX/XX/XXXX I called them to let the know that I was in a position to start resuming my payments, and needed to speak with someone about an exiting plan. They informed me I needed to pay {$1400.00} for a 3 month period as a trial basis with a lowered interest rate, and said nothing to me about anything else. A couple months passed and I received a letter in the mail saying my mortgage had been sold to another company Freedom Mortgage. In XX/XX/XXXX I called Freedom Mortgage, who then informed me they were sending me a loan modification package in the mail. Once I received it nothing in there was anything anyone had ever discussed with me. I called Freedom to discuss this issue with them, and to go over what was discussed originally about any overdue amount being deferred. Freedom Mortgage denied and completely refused to assist me in any way to go that route with my package when that was the original plan of executing it to begin with. As I looked through their package it even has the XXXX plan on there and the payment plans are completely different that what Freedom came up with. I questioned Freedom about why they accepted an incentive payment from one of the big mortgage brokers if it was in my best interest instead of theirs and their actual services relationships interest. They said the incentives that were showing on my statement for {$500.00} they were crediting to my acct. but I didnt see and subtractions off my balances anywhere. Along with those 3 payments made to XXXX as well. After countless inquiries with no answers and earlier off the wall responses that seemed more like blatant lies, Ive lost trust and any faith in this financial institution to do the moral thing when going about normal everyday business practices.
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: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mother had a VA mortgage through Freedom Mortgage when she passed away in 2020. I called Freedom Mortgage to notify them that she had passed away shortly after and was simply asked what my plans were with the home and that was that. Fast forward over a year later I called them with a question about the mortgage and they had no record of me ever calling them to notify them that she had passed away. It was during this second phone call that they told me I needed to send in documentation to see if I was a Successor in Interest. I sent all of the requested documentation to them and received a letter sometime later confirming that I was now a Successor in Interest on the account. In XXXX of this year, I sold my mother 's home. I received a letter dated XX/XX/XXXX from Freedom Mortgage confirming the mortgage had been paid off. A week or so later, I received a letter and a payoff refund in the amount of {$1800.00} ; however, for some reason the check was made payable to my mother. I first contacted Freedom Mortgage about this on XX/XX/XXXX and spoke with a XXXX. I informed him of the situation and asked if there was any way that the check could be reissued in my name since I am on the account and with my mother being deceased, I have no way to tender a check in her name. He informed me that he would put in a request for stop payment and to have the check reissued in my name. A couple of weeks later, I contacted Freedom Mortgage again to follow up. This was on XXXX and I spoke to XXXX, badge # XXXX. I was told by her that they couldn't reissue the check to me and that they had mailed out some paperwork to me on XX/XX/XXXX regarding having the funds XXXX deposited to my account and that I should wait until I received this documentation. I never received this documentation, instead, I received a letter dated XX/XX/XXXX thanking me for contacting Freedom Mortgage. After a few more weeks of not hearing anything, I called Freedom Mortgage back yet again and spoke to XXXX, badge # XXXX. XXXX informed me that she didn't see anything in the system showing my request was previously submitted and that she was going to put in a request that day to stop pay the original check and have a new check mailed to me. She told me I should have the reissued check by XX/XX/XXXX and, if not, to call them back. On XXXX, Freedom Mortgage actually reached out to me. I can not locate the information regarding who I spoke to, but she was calling to let me know that they couldn't reissue a check to me and that they were going to XXXX the refund of {$1800.00} to my account and obtained the routing number and account number to do so. I asked her how long this would take since I had already been waiting over 2 months for the refund and she stated the funds should hit my account by XX/XX/XXXX. Today, XX/XX/XXXX, I received a letter from Freedom Mortgage dated XXXX letting me know that they can see I haven't cashed the original refund check issued to me in XXXX and that I should since the check will void after 180 days. I called Freedom Mortgage back yet again and spoke with XXXX, badge # XXXX. Once again, I explained the whole situation and she stated that she could see the order was just created on XX/XX/XXXX with an estimated completion date of XX/XX/XXXX. I am beside myself that it has taken this long, this many phone calls, and so much of my time and here, almost 3 months after selling my mother 's house, I still have not been able to get my refund back from Freedom Mortgage. There are no words to say how terrible the whole customer experience has been in dealing with this company. At this point, all I want is to obtain the refund that is rightfully due to me of {$1800.00} and put this whole situation to rest. I can honestly say, I will never recommend Freedom Mortgage to anyone and if I ever hear of anyone thinking of getting a mortgage with them, I will be sure to let them know of this entire experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34983
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Freedom Mortgage to remove my PMI on XX/XX/XXXX. The rep told me I would get next steps in 3-5 business days. I did not receive any word. On XX/XX/XXXX I sent a message to their message center requesting the removal again. XX/XX/XXXX they sent me a message back saying they needed more time to review my request and I would receive a response by XX/XX/XXXX. XX/XX/XXXX I missed a call from Freedom Mortgage while at work. I called them back and had trouble getting through all the dialing prompts. I spoke to a customer service rep she tried to help and tried to send my the denial via email but was not allowed to by their system I had to wait for the explanation in the mail. XX/XX/XXXX I received and advertisement email claiming my home at valued at XXXX on XX/XX/XXXX I received the letter explaining my denial for removing PMI because of the loan to value ratio but no explanation on number they used. If they value my house at XXXX that would make my Loan to value ration at 74 % well under the 80 % requirement. my original loan was at XXXX. I also have made significant improvements to my house and the going value of my house in the neighborhood has raised to between XXXX. They refused to give any information of what they were using to calculate my loan to value ratio nor how to contest the value used of the house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for HAF funds to help with past due back in XXXX and HAF confirmed funds sent to the Lender and lender keep saying they don't have it and my acct is getting further and further behind. Funds was confirmed to be cleared, cashed and received by mortgage company from HAF and my acct still reflect nothing. I have been calling every 3 days or every week and no help since XX/XX/XXXX. I started keeping track of people that I spoke with and was told give them 72hrs, week, 2 days, putting in a ticket, sending over to HAF ... .excuse after excuse and no help to updating my acct. Please help! XXXX my name is XXXX XXXX and address is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a letter from freedom mortgage that shows we never missed a payment. Our mortgage was bought out and it shows past due, past due amount {$0.00}. This is effecting our new lending process. This has been attempted to be fixed through XXXX XXXX and XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage NMLS ID XXXX does not immediately apply partial payments to outstanding mortgage balances. They wait until full payment is received to apply any funds to their serviced mortgages, resulting in additional interest due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06825
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, I requested information in regards to removal of PMI on my home loan due to an increase in market value since its purchase in XXXX. Over the next several weeks, I was made aware that I would need to fill out and mail a form, receive a home inspection. On XX/XX/XXXX, I followed my mortgage servicer 's ( Freedom Mortgage ) process for requesting removal of PMI. I sent a check for {$100.00} for the cost of the required BPO ( Broker 's Price Opinion ) which was cashed on XX/XX/XXXX. Over the several weeks, I made at least two calls to my mortgage servicer in regards to the scheduling of the BPO inspection, and received no information or updates. After three weeks, still without any update from my servicer, they provided me with the number of the contractor ( XXXX XXXX XXXX ) used to schedule inspections. I was told by my servicer that I should wait until XX/XX/XXXX for an update. On calling the contractor, I was informed that no inspection had been scheduled with them, and they had no information for even what type of inspection was required ( indoor or outdoor inspection ). The contractor would need me to email them to schedule the inspection, after which they would contact my mortgage servicer for the details of the requirements. I was also informed at this time that it might be as much as a month until I would have some update in regards to the scheduling of this inspection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have two loans that are being serviced by Freedom Mortgage who continues to find every excuse to use " forced placed '' insurance on my properties. I have owned these properties for many years and have never been without insurance on these homes and yet I have to continue to fight with Freedom Mortgage to inform them that in fact, I do have insurance. As servicers, I thought they manage the insurance payments by managing the escrow funds. They appear to search for reasons to defraud the consumer by placing these predatory " insurance '' products on consumers that already have insurance. For consumers that are struggling to pay the basic mortgage, this type of dishonest practice will surely push them into default. I can hardly believe this practice is legal. Please do something about this and use Freedom Mortgage as an example.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have submitted two complaints already for Freedom Mortgage. One on XX/XX/2022 and the other on XX/XX/2022. Initially there were many issues surrounding my attempts to get a loan modification under COVID Forbearance which ultimately led my mortgage to fall behind over 14 months. Thankfully I worked with a HUD counselor that told me about a Grant through the state of Ohio. I was approved in XXXX for the maximum grant of {$25000.00}. After seeing how Freedom Mortgage operated with the loan modification I was very worried that I would lose this grant. That said, I tried to call them numerous times before submitting a complaint here. However, after getting nowhere once again when contacting their offices multiple times I had to use this resource. I immediately received a response here. However, the Director of Customer Service XXXX XXXX, assured me that if I paid a specific amount due in XXXX that the funding would be received that month. He also assured me that someone would reach out that day to collect the amount due. I waited almost all day & no one ever called. I finally reached out myself only to be told the amount was different, paid it & then never heard from anyone. Days went by, then it turned to weeks. Here we are now on XX/XX/2022 and I am getting default letters daily, Emails stating that my account is in serious delinquency, etc. When I have already been approved by the state, in fact I have signed all paperwork, the state sent confirmation that my funds were sent. I have spoken to multiple people at Freedom Mortgage that verified my money is sitting there just waiting to be applied to my account, but now that another month has gone by more late fees have been applied to my account & now I don't even know if I qualify any longer. Please see message below from XXXX XXXX XXXX who failed to do what he said he would do just like almost every other supervisor and manager at Freedom Mortgage who can't be bothered to follow up or call back when they make a promise to a homeowner. Company 's Response XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Re : Your Complaint to the CFPB Complaint # XXXX Dear XXXX XXXX : We have reviewed your complaint and researched the issue regarding the XXXX funds. You contacted us on XX/XX/2022 regarding the XXXX application and we had not yet received the application from the state of Ohio. We requested the application from the state of Ohio on XX/XX/2022 and it was sent to us the same day. The application was returned today ( XX/XX/2022 ). At this time, you would need to pay {$160.00} to qualify to the maximum assistance of {$25000.00} which would reinstate your account through XXXX, XXXX. The delay in communicating through the portal was due to Ohio making a small change to their software which caused their portal to malfunction. We have been working with the state of Ohio daily to correct the issue, but they have agreed to fund the {$25000.00} within the next two days. Someone from Freedom will be reaching out to you regarding the {$160.00} needed to qualify for the maximum assistance. We will note our system that you have rejected the loan modification offer due to receipt of the XXXX funds bringing your account current. Very truly yours, XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NJ XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage has my account as discharged through a XXXX XXXX and derogatory in the comment section. I sold my house and paid the mortgage in full in XX/XX/2021. I paid all payments outside of the XXXX XXXX plan. There was a payment included in the XXXX XXXX. I also made that payment outside of the plan and Freedom Mortgage receive that payment through the plan too. I spoke to Freedom Mortgage representatives they stated that they can report it discharged through the XXXX XXXX even though the mortgage was paid through a real estate sale.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60655
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A