Date Received: 2022-09-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I have been with Freedom Mortgage company for only a little while on this account as I was offered and granted a new mortgage with a lower interest rate due to my payment history with Freedom Mortgage but if you trace the history of any of my mortgage payment you will see that never in the life of my mortgage payments, have I ever been more than 30 days in making my mortgage payment. This payment had to have been lost in the mail. It was the XXXX XXXX XXXX weekend so I believe this also may have added to the situation. This is a VA backed loan thus I know the importance of keeping it current. I never received a phone call or a letter from this mortgage institution. I only found out payment had not been received when the next statement arrived showing that there was a double payment due which I paid immediately. I tried explaining this to Freedom Mortgage as they have dinged my Credit report with a 30 day late entry and have caused many of my creditors to either close my perfectly good account or lower their limit thus still negatively impacting my credit report and score. I can't believe after all my years of hard work and diligence in paying on time, one fluke situation out of my control has had such a negative impact on my credit. I am feeling totally deflated. I would like to request removal of the 30 day late entry as I have no control over the postal service or the mail room where payment was sent. I need a correction done to that potential damaging information which was reported but was not my fault. I keep hoping that a torn envelope from the postal service will show up in my mail but it has not happened yet. Please review my total credit report from any of the bureaus and you will see that I have never been 30 days or late on a bill that is in my name.The check was written on my XXXX XXXX and no it has not been cashed as of this date.There was never any intent to be late as I do my my bills on time. I am XXXX XXXX XXXX XXXX and I have worked too hard to build my credit as to where it was. Everything is costing more at this point because of the actions of Freedom Mortgage. Once I saw the XXXX statement, I immediately remitted payment. It was a unknown mistake of the bill and payment being lost in the United Postal Service delivery system. During the pandemic, I knew the post offices were impacted by number of factors but I didn't realize I would eventually also be included in the number of people who would negatively be impacted. From this point on, I will be setting up automatic payments so this will never occur again. If this event is overturned, I need letters sent to the companies. Also if you check the history of my payments with Freedom Mortgage you will notice that I pay more than requested each and every month. I would also like to state that Freedom Mortgage company which holds my VA loan is the hardest place to reach a customer representative with any authority to assist a customer. Every thing needs to be forwarded to a supervisor which never calls or answers your questions. Also I would like to say that XXXX and XXXX payments were received on time but is not reflected on my Credit report. Once Freedom XXXX 's system reported a payment as late, their computer system automatically sent foreclosure notices of requests to have a payment put in arrears along with notification to VA and Credit Bureaus. If they had ability to do all these notifications, why did I not receive a notification of late payment before it got to this point?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The following message was sent to Freedom Mortgage : In XXXX we refinanced our home right about the time XXXX XXXX and Freedom Mortgage were merging. The entire process was a nightmare with the worst part being the homeowners insurance part of the paperwork. It was such a cluster that we almost were not able to close in time causing our interest rate to increase. Our homeowners insurance was due right about the time we were refinancing. XXXX XXXX paid the homeowners insurance invoice in full before the refinance was complete. As part of the paperwork for the refinance, we had to provide proof that it was paid. Even though XXXX was now Freedom, they could not or would not share the records. We had to jump though many hoops, send many emails, have my insurance agent sent many emails and even have my insurance agent on a three way call with your company say out loud that the account is current and paid in full for one year with the policy covering dates XX/XX/XXXX to XX/XX/XXXX. THIS PROCESS TOOK 20 DAYS ( XXXX to XX/XX/XXXX I have the email chain If you like ) FOR FREEDOM MORTGAGE TO GET IT RIGHT. Despite your best efforts to loose a customer, on XX/XX/XXXX the refinance was official. Fast forward to XX/XX/XXXX when I get a call from my insurance company saying my policy is in danger of cancelation since it hasnt been paid out of my escrow account like it should have. I called Freedom Mortgage and the agent stated they had not receive the invoice from XXXX XXXX XXXX but agreed to call my agent and make the necessary arrangements. I got a call back from Freedom Mortgage stating they have the information they needed and would be rushing/overnighting a check. XXXX XXXX XXXX agreed to notate the account with the details and extend my coverage while waiting for the check. During the course of the conversation, the Freedom Mortgage agent also let it slip that we were already being charged for Freedom Mortgage Backed Hazard Insurance since XX/XX/XXXX to the cost of {$950.00}. I was traveling so Id have to deal with that alter. Fast forward again go XX/XX/XXXX. While traveling for business, I get a call from my wife telling me we are being charged for Freedom Mortgage Backed Hazard Insurance since our insurance had lapsed. I called my insurance agent to see what the deal was and his office confirmed that the Freedom Mortgage never submitted the payment like they said they would ( huge surprise ) in the conversation on XX/XX/XXXX. My insurance HAD NOT LAPSED, but it would soon, so I switched my payment to month-to-month and paid the XXXX and XXXX bills on my debt card ( {$430.00} ). I then proceeded to call Freedom Mortgage once again to see what was going on. They agent stated that Freedom Mortgage never received the invoice so nothing was paid. Again the Freedom Mortgage agent called my insurance agent and made the necessary arrangements. I got a call back from the Freedom Mortgage agent and would not let him disconnect the call until he could confirm for me that the invoice was received and the amount due. He was able to do so an the full invoice amount was later paid on XX/XX/XXXX and received by my insurance company shortly after that. An escrow refund for {$86.00} was also applied to my account for the second round of Freedom Mortgage Backed Hazard Insurance that was added in error. In the end, I have proof that I was fully insured by XXXX XXXX XXXX from XX/XX/XXXX to current date and should never have been charged the {$950.00} for the Freedom Mortgage Backed Hazard Insurance. I would like a credit refunded to my escrow account in that amount. Timeline : XX/XX/XXXX : 1-year Insurance Policy paid by XXXX XXXX XX/XX/XXXX : Freedom Mortgage refinance complete. XX/XX/XXXX : Freedom Mortgage charges me for their own insurance. XX/XX/XXXX : I get a call from my insurance company and make arrangements through Freedom Mortgage for payment which never happens. XX/XX/XXXX : I get mail from Freedom Mortgage stating we were being put on Freedom Mortgage Backed Hazard Insurance again. I call insurance company and make arrangements through Freedom Mortgage for payment again. XX/XX/XXXX : Payment received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2022-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Freedom Mortgage is the worst. Unfortunately, they have been handling my mortgage for the past year. Around the XXXX of each month I sit down to pay my bills. On XXXX XX/XX/2022 I called into the automated system and made my payment. On XXXX XX/XX/2022 I opened my statement to find that the bill amount was exactly double what it is each month. I called into the automated system and submitted a payment for the double balance. On XX/XX/2022 I was shocked when I opened my statement and found that bill amount was 3 times my normal amount. I called Freedom Mortgage and explained the situation to them. I went through my phone call log and found the dates, times, and call durations for the two missing payments. I provided this information to them and told them I would make the 3x payment if they would remove the late fees. I felt the cause of the problem was with their automated system. I was told the late fees could not be removed. I asked to speak to a supervisor. I was not connected to a supervisor. The next day I called back. I explained the whole situation to a different representative and once again asked to speak to a supervisor. After being transferred to a different representative, who was not a supervisor, the representative began to lecture me on how she would handle the situation if she were me. After a heated exchange, and me refusing to speak besides saying, " connect me to a supervisor '', I was finally connected to a supervisor. The supervisor was very professional and removed the late fees. I then made the 3x payment over the phone. About a month later I checked my credit score and saw that it had dropped from XXXX to XXXX. I immediately went through the report and located the big red dot next to Freedom Mortgage. I called Freedom Mortgage and spoke with a gentleman, who told me I would have to do a dispute, and in order to do this, I would have to submit screen shots of my bank account balance including XXXX the XXXX and XXXX the XXXX to show that I had sufficient funds in the account. I did this, and after receiving the photos, he reassured me that I had a very good case and would be contacted at the end of XXXX with the determination. On XXXX XX/XX/2022 I spoke with Freedom Mortgage and was told they would not be contacting the three credit bureaus to fix my credit. I told the representative that because the issue was clearly on their end with the automated payment system, if they did not resolve the issue, I would be going to the CFPB. I gave them a few days to correct the problem. On XXXX XX/XX/2022 I spoke with Freedom Mortgage and was told they would be of no help. I have never dealt with such an unprofessional and unsympathetic company in my life. My cellular provider has given me the dates, times, and call durations for the XXXX the XXXX and XXXX the XXXX payments. I also have my bank statements showing the funds were in my account on those days. Freedom Mortgage is the third company to handle my mortgage. I never had problems with the previous two companies. Freedom clearly does not care about the problem with their automated phone payment system and they clearly do not care about me. I am a Veteran.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved for the HAF Home Owners Assistance program 18 months forward payments. My mortgage company claims they have not received any information or payments from HAF, but according to the Department of Economic Opportunity for the State of Florida, they SENT the payment on XX/XX/XXXX. My mortgage company, for the second straight month, is not applying state funds that were sent to them with the directions of being applied towards my monthly mortgage payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33905
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm having an issue with a new mortgage company that took over my account beginning XX/XX/XXXX. I do have an escrow account. My property taxes were due on XX/XX/XXXX and they have not been paid yet. Also, my Summer property taxes have gone up {$930.00} this year. They haven't adjusted my mortgage payment to make up for the rise in my property taxes. I received a past due notice on my property taxes last week and called the company and they said they would look into it. I also sent messages to them on their webpage but when I called the city office yesterday they told me their still not paid. I don't know what to do to fix this problem. I already have a {$50.00} late penalty on mytaxe and that increases at the end of this month. I'm currently retired and lining on Social Scurity. The name of the Mortgage company is Freedom Morgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49548
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act Freedom mortgage has violated my rights 15 USC 1681 section 602 states I have the right to privacy 15 USC 1681 section 604 a Section 2 it's also states a consumer reporting agency can not furnish a account without my written instructions 15 USC 1666 BA creditor may not treat a payment on a mortgage payment under any open and consumer credit plan as late for any purpose
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93230
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage company is Freedom Mortgage. On XX/XX/XXXX, I applied for covid 19 Mortgage forbearance due to reduce of income, process went through correctly, I was able to pause my mortgage for 6 months, On XX/XX/XXXX, I use my mortgage website to submit a request for an additional 6 Month of extension, and bring the expiration date to XXXX XX/XX/XXXX. I called the mortgage company on XXXX XX/XX/XXXX, and request information in way to exit forbearance, I was told by the representative that my Portal claim is already approved, and just want for the total due amount to reset back to normal, then I can start making normal month payment as before. After 2 months of patiently waited, I called the mortgage company and asked about it, then I was told that my account was delinquent with no action token after forbearance. After spoke with at lease 3 different people, no one can tell me what happened, and just told me that I need to submit supporting documents in order to get review, I refused and asked why do I need to provide those documents while I already have a partial claim, they did not have an answer for me, and told me that they will note it and do some research on it. I then finally ran out of patient as no one could tall me exactly what happened, I requested to speak to the supervisor directly. When I did, the supervisor informed me that my partial claim was cancelled due to the extension of my forbearance. Base on what the supervisor told me, and I have to come up with my conclusion, as the supervisor is trying not to tell me directly that they messed up. Here is my own conclusion, Someone ( not me ) exited my forbearance for me without my authorization, and make the expiration date on XXXX instead of the end of XXXX like it should be. I realized that on XXXX and called the mortgage company and asked why, I was informed at the time that the exit of forbearance was mistakenly submitted ( I did not request it ), but the rep told me that they can fix it for me, but instead of making the expiration date back to XX/XX/XXXX like it should be, they gave me another 6-month extension with the new expiration date as XXXX XXXX. I guess the partial claim was submitted for only from XX/XX/XXXX to XX/XX/XXXX, I never got to see the partial claim, when it got submitted, approved, or cancelled, thats why I can only guess. None of these transactions were show in my account portal or getting any mails regarding that. Now the mortgage company told me that there is no other option for me to take other than mortgage modification which will significantly increase my interest rate, and making these much harder for me to keep the property. I asked if I can still take the VA partial claim option since I was always staying on top of my account, but due to the fact that I was getting wrong information and time ran out while I was expecting that my account is approved for all the process and just need to be applied to my account. I asked them to submit the VA partial claim as they deadline is XXXX XX/XX/XXXX, Mortgage company refused and claim that the deadline has already past, I request them to confirm with the VA Mortgage department, they refused and insist than they were correct with the deadline and requirement. Moving forward, I can not change whats already happened, but I would like to get an option that I can afford and get back on track with my payment. While assuming all the information on https : //www.benefits.va.gov/HOMELOANS/partial_claim.asp are correct, my mortgage company just refuse to help me. Therefore, I am hoping to have some help from a 3rd party entity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I had taken a Mortgage loan from XXXX to purchase a house in XX/XX/XXXX at XXXX, Texas to be repaid in 360 monthly instalments of {$740.00} each. As per the Closing documents I don ' need to pay Escrow balance for taxes and insurance. The taxes and insurance are to be directly paid to the authorities by me. However, the mortgage co. inadvertently paid the property tax and utility taxes from escrow account in XX/XX/XXXX. Not knowing that the lender had paid the taxes, I too paid the taxes in early XXXX XXXX was time to pay taxes until XXXX XXXX without penalty. The tax authorities encashed my checks and kept on hold the checks issued by the mortgage company. Since there was double payment of taxes, I had to follow up with the county and utility district for refund of the excess amount. After getting the refund, the fund was immediately sent to the company. They credited the property tax to the escrow account but the utility tax was credited to the principal. I called them several times to rectify the mistake. Even after three months since no action was taken by the lender I again paid the utility tax in order to wash out escrow balance. Finally, in XXXX the escrow balance became nil. In the meantime, Home point sold the loan to Freedom mortgage. Now Freedom mortgage has asked me to enhance the monthly payment from {$740.00} to {$1200.00} from XX/XX/XXXX to include provision for escrow balance. IT IS A CLEAR VIOLATION OF THE TERMS AND CONDITIONS OF THE LOAN AGREEMENT SINCE I DO NOT NEED TO PAY INSURANCE AND TAXES BY WAY OF ESCROW ACCOUNT. I spoke to the company personnel several times pointing out what had happened but the discussion was futile. Instead of rectifying the error they are repeating the mistake which the pervious company had committed. I want the mortgage company to honor the original terms and conditions whereby the monthly instalment is {$740.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage ( FM ). I did not choose this company. My loan was sold to them. Payment is due the XXXX of each month. I pay {$3200.00} on the XXXX. In XXXX of this year, due to the holiday, my payment was made and accepted on XX/XX/XXXX by FM for {$3200.00}. Later in the month, I received notice from FM my XXXX mortgage payment was not made. I checked my account to see they received my payment. Confused, I spoke to a FM employee on Friday, XX/XX/XXXX, to find out my payment was changed to account for a shortfall in my escrow account. I was charged a late payment because my money was put into a holding account and not applied to my account due to being considered a partial payment. I asked the rep. To seek approval to cancel the late fees for the confusion and stated I would send the {$100.00} the next day. She got approval and we ended the call. I made payment for {$110.00} the following morning, a bit more than {$100.00} she requested. XXXX XXXX, my bank, shows the money taken from my account Monday XX/XX/XXXX. All was done and I made my XXXX payment to cover the new requested monthly payment. On XX/XX/XXXX, using XXXX XXXX, I found my credit score dropped more than XXXX points to find FM reported I was 30 days late on my XXXX payment. I immediately called FM to plead my case and they would not work with me. I made my XXXX payment on time and paid the new difference within one business day of knowing my payment was changed. I would like to have my credit report updated. I could see if I did not send my total payment. In this case, stating I did not make payment when they had {$3200.00} of the needed {$3300.00} for the month of XXXX is just wrong. To repot me for failure to make a payment on their inability to tell me on my call with them on XX/XX/XXXX I was going to be turned in is not good business. They have no heart for the working man proud to say in 30 years I have never been late on a mortgage payment. Help is needed to make this right.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 52722
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was hit by a tornado on XX/XX/XXXX. I notified Freedom Mortgage that my house was involved in a tornado. They asked me if I started a claim with my Insurance company, I said yes, and that was all they asked me. My insurance company, XXXX did not offer or help me secure my house to help prevent any further damage. They said that there was no way to help me get 50 % down to get a roof started. The check was sent to me from Texas, using standard mail. I offered to pay for overnight, and I was told they could not do this. I received the check on XX/XX/XXXX. I took it to XXXX to have it over nighted to Freedom Mortgage in XXXX, Michigan. They received my check by XXXX the next day. I called Freedom Mortgage on XX/XX/XXXX afternoon to confirm that they had it and wanted to know the next steps and the processing time frame. They said the mail room had up to two days to process it. It was uploaded on XX/XX/XXXX. From there it went to their processing department. They would have up to 5 days. Since XX/XX/XXXX was the date it was uploaded, they said that day does not count as XXXX of the, up to 5 days. From Monday - Friday the XXXX, this was their, up to 5 days. I followed back up on Monday the XXXX and asked where my check was, The customer rep said she did not have any information at that time where my check was in the processing. I called back later Monday, still no information. I called Tuesday and they said it should be going to the next process sometime soon. So I called back later Tuesday with no update. I called Wednesday, and they said it got uploaded on XX/XX/XXXX, although that does not count as XXXX of the days for processing. I called every single day. I asked and begged if I could send them pictures. I didn't understand why they didn't have any pictures. My claim said, I had roof damage from wind. I told them everyday, NO, a tornado took my roof. My shingles, my plywood, and collapsed 4 rooms ceilings. I asked them why they wouldn't allow me to send them pictures. I just wanted everyone in their office to see why I said everyday that this was an emergency situation. That pictures might make them understand why they could help expedite the process. If it was 2-6 days, that maybe the pictures would help articulate my house emergency. I told them I did not understand why they were not doing all that they could, to help get me a roof and ensure no more additional damage. Every day someone said they would flag my account and clarify that I did not have a roof, although everyday, the person I spoke to said the same thing. Today is 63 days without a roof and 4 roofs ceilings. I have missed work when it was going to storm. I told Freedom Mortgage to pull up the weather in my area the past 63 days. I have had 6 emergency tarping services done. We have had a lot of rain and high winds, also including days that it hailed. I was told today, that I will have to go through this entire process again on my next drawl. Although getting me a roof is the emergency right now and should have been expedited to help protect my home. I have also filed a claim with, The Ohio Department of Insurance. Both my mortgage and Insurance company should have been WAY more proactive to protect my home. They are both invested in the damage and any further more damage. Attached are pictures of the damage done to my home and the numerous tarps that I required.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A