Date Received: 2022-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: FREEDOM MORTGAGE HAS IGNORED REQUEST TO PAY THE HAZARD INSURANCE FROM MY HAZARD INSURANCE AGENCY, EVEN AFTER SENDING XXXX PAGE AND BILL VIA MAIL, EMAIL, FAX AND CALLING TO SPEAK TO A SUPERVISOR " XXXX '' ON XX/XX/XXXX WHO PROMISED TO OVERNIGHT PAYMENT. AS OF TODAY, MY INSURANCE POLICY HAS BEEN CANCELLED. BY LAW FREEDOM MORTGAGE MUST PAY ESCROWED HAZARD INSURANCE AND TAXES. I HAVE {$2700.00} IN MY ESCROW ACCT. THEY HAVE PUT ME AT RISK. IN ADDITION, THEY HAVE RECEIVED MONIES FROM A THIRD PARTY TO CURE MY PAST DUE BALANCE, NOW REFLECTED AS DEFERRED {$21000.00} BALANCE AND I SHOW AN UNAPPLIED CREDIT IN THE SAME AMOUNT. I HAVE ASKED QUESTIONS REGARDING BOTH MY ESCROW AND WHY UNAPPLIED FUNDS HAVE NOT BEEN APPLIED TO THE SUBORDINATE BALANCE AND HAVE NOT RECEIVED ANY ANSWER. THEY HAVE REFUSED TO PROVIDE ANY ANSWERS IN WRITING, NOR DO ANY OTHER DUTIES AS A LOAN SERVICER.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to remove XXXX from my payments, since my home value has increased way over the amount to meet the XXXX requirements. I was in the middle of this process with a previous lender ( XXXX ) but during that, my loan moved to another company ( Freedom Mortgage ). I have provided the current, official tax apraisal that was done recently by XXXX XXXX which increased the valeu of the home from XXXX to XXXX. Now, they are coming back talking about seasoning of my current loan, that I need to wait, this was their reply : Please note, your request to remove your XXXX has been denied due to your loan not meeting the XXXX seasoning and XXXX XXXX XXXXXXXX. You may pay {$16000.00} to meet the XXXX XXXX requirement to remove your XXXX. Please see an attached copy of your XXXX XXXXXXXX Notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2022-09-06
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: Freedom Mortgage has almost doubled the amount being pulled out of escrow. They purchased this loan from a previous mortgage company ( which I was unaware of and had to do some investigating to figure out why payment was not going through for initial mortgage company ). Taxes increased from {$4800.00} to {$5200.00} and mortgage was adjusted accordingly $ XXXX to cover a " shortage spread '' to cover the increase. Couple months following they sent a letter increasing an additional {$450.00} per month on top of the {$51.00} " shortage spread ''. Taxes are $ XXXX ; XXXX XXXX XXXXXXXX XXXX XXXX XXXX ; XXXX is $ XXXX. Total of {$8400.00} annual needed. They increased the escrow amount to $ XXXX for a total of $ XXXX. I can not afford to pay twice the amount in taxes, insurance, and pmi and even though they did acknowledge the amount of {$8400.00} was correct for payments on their end, they are refusing to pull less than {$14000.00} on my end. I have never missed a loan payment. I've seen the same story online with this company. Hoping there is a way to resolve this without being forced to refinance into a honest mortgage company with rates much higher in current market.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53207
Submitted Via: Web
Date Sent: 2022-09-06
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 received a letter today XX/XX/2022 from Freedom Mortgage where the letter was dated XX/XX/2022. The letter was to inform me that they had contacted my homeowner insurance company for a copy of the updated insurance policy, and had not received a copy of the policy from XXXX as of the date of the letter. I called Freedom Mortgage to inform them that I had called XXXX today XX/XX/2022 to have the mortgagee clause updated, and that XXXX is to fax over a copy of the policy once their system is updated. I told Freedom Mortgage that I had also uploaded the policy as it is available ( prior to mortgagee clause being updated ) to the website provided. The gentleman at Freedom Mortgage told me that the force placed policy would be cancelled after they receive the updated documents that I uploaded to the site, and that I should not receive any costs associated with the policy. I told him that the regulations require I be informed of at least 30 days prior to force placed policy being applied against my account, and that the policy expired on XX/XX/2022 which was a non-business day, and that XX/XX/2022 is the first business day after the policy expired. This would lead me to believe that Freedom mortgage took out a policy prior to the expiration of the existing policy, and did not provide the required timeframes for me as a customer to resolve the matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43055
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX To Whom It May Concern : The purpose of this correspondence is to make you aware of a RESPA violation. Our current loan is held by Freedom Mortgage, servicing company unknown. We have had many conflicts with Freedom Mortgage. Today, we received our Mortgage Statement, statement date XX/XX/XXXX. On this statement, our escrow payment has taken an increase, but we were made unaware of such increase until now. Freedom Mortgage has held our loan since XXXX, XXXX and it has been non-stop conflict with them since then. We would like to request to have a complaint researched and answered by the CFPB, at the earliest opportunity to settle this pressing matter. Grounds for our request are as follows : Regarding phone calls on XX/XX/XXXX XXXX. As per XXXX ( ID XXXX, Escalations Team ), Freedom Mortgage failed to run our Escrow Analysis in XXXX of XXXX. ( Since an escrow analysis should have been performed in regards to the loan buyout from XXXX XXXX, transferring to Freedom Mortgage. ) 2. When speaking with XXXX ( XXXX XXXX, Escalations Team ) regarding the RESPA violation, she put me on hold. We were disconnected, with no return phone call made. 3. Freedom Mortgage knew the payments that had been made XX/XX/XXXX and XX/XX/XXXX, and the current escrow analysis would have shown a deficit, if the report had been run either XX/XX/XXXX or XX/XX/XXXX. 4. Further, it is a gross misrepresentation for Freedom Mortgage to have an option on their automated system to speak with the escrow department, when in fact, the customers are not permitted to speak directly with the Escrow Department. In addition, it can be considered a bait and switch to inform the customer they are selecting that department, but in facto they are receiving Customer Service. 5. Three customer service representatives did not understand the problem at hand for the current and forecasted Escrow Account. This is a training oversight by Freedom Mortgage. Regarding phone calls made XX/XX/XXXX 1. Spoke with XXXX XXXX XXXX XXXX XXXX, she was argumentative and did not understand mortgage escrow processes and procedures. 2. Spoke with XXXX with the Escalations Team, no ID givenshe also did not understand escrow account processes and regulations. Further, she misstated our mortgage escrow information, and then argued about it. When asking if we could make a payment to bring the escrow account into RESPA acceptable bounds, we were denied. 3. When speaking with XXXX, she suggested we should request an escrow analysis be runwhich we have requested prior to this phone call. 4. Three times, the escrow analysis has been requested and not received. We received screenshots of our current escrow account. This gross oversight, and RESPA violation could have resulted in default on the part of the customer. In our humble opinion, our account, along with all other loans acquired in XXXX of XXXX, should be researched and evaluated for any oversights by Freedom Mortgage and their affiliates. The resolution we are requesting is to make one payment that brings the escrow account within RESPA boundaries, for the duration of the year. Once the escrow payment has been made, and the escrow account has the appropriate buffer, we request that our mortgage payment return to the previous payment ( $ XXXX ). We appreciate your time and attention to this matter! Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Veterans Affairs Home Loans Consumer Financial Protection Bureau Department of Financial Institutions, Kentucky Department of Financial Institutions, Indiana Department of Financial Institutions, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42701
Submitted Via: Web
Date Sent: 2022-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I notified Freedom Mortgage that I was starting a new job on XX/XX/XXXX. I requested a little leniency ( No late charges & permission to make partial payments ) to re-establish my budget. While on this call, I made a partial payment of half of the mortgage amount with the next payment following XX/XX/XXXX hire, pending first paycheck. I was told that I was being provided a freeze, allowing me to make partial payments and no late fees until pending being up to date by XX/XX/XXXX. In XXXX, Freedom Mortgage reported a default late payment to my credit report as well as my co-signer. Our credit worthiness declined XXXX points. When I asked Freedom Mortgage the reasoning for this action against me, they stated they would conduct an investigation because there was a freeze on my account. Leading me to believe there had been an error. After a week of investigating. they instated that the freeze on my account did not cover negative reporting. They said I should have asked for a forebearance. This was something that shouldve been offered, but wasnt. My consistent payment history was not considered nor the effect of the negative reporting on my financial record with the credit bureaus affecting my credit worthiness and credibility. The negative reporting has tarnished my credit report as well as my co-signers excellent credit worthiness, plummeting both scores by XXXX points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03102
Submitted Via: Web
Date Sent: 2022-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, My mortgage co. is Freedom mortgage, I had forbearance program, after that I had 3 trial payments in XXXX, XXXX, and XXXX of XXXX with an interest rate of 3.125 % I paid everything on time, in XX/XX/2022 they sent me loan modification documents, right before that my last name was changed from XXXX to XXXX, I contact the company in that regards and they told me to send the name change documents and they will change the name, I email the documents in XXXX XXXX since that time I talked to so many people at Freedom mortgage asking about my updated documents, everyone tells me something different, one person tells me not to pay after the trial and wait, and the other person tells me NO, keep paying your mortgage and I did, I call every 2 weeks or once a month whatever they tell me when to call asking about the documents. ( please see the calls log and comments ) and I requested a list from the company for all the call logs, you also could listen to all the calls because they were recorded by the company. Now they sent me new documents with an interest rate of 4.875 % I can't pay that much and I want to keep my home for me, my wife, and our XXXX children XXXX XXXX XXXX XXXX XXXX I need your help, I could afford the old payments of {$2700.00} but I will have a very hard time paying the new payments of {$3100.00}. it took Freedom mortgage over 4 months to send me the documents, and now they changed my interest rate. I have so many companies that called me to refinance with a very low-interest rate but told them I'm happy with my company and I have a 3.125 % interest rate. I am asking you and freedom mortgage to honor the 3.125 % because it was their fault for taking that long. Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60467
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX i closed my loan with XXXX XXXX XXXX XXXX. my loan sold at the closing table to home point financial. my total monthly payment at the time of closing was XXXX this included monthly MI XXXX, XXXX XXXX XXXX of XXXX, XXXX of XXXX and taxes of XXXX per month. my new home was new construction so the property taxes were an estimate at the time to be XXXX per year. when the tax bill came out later that year they were only XXXX per year so naturally i am expecting my payment will go down. my HOI did increase from XXXX to XXXX per year so i expected my new payment should be XXXX in XXXX of XXXX XXXX XXXX XXXX took XXXX from my escrow account and erroneously paid someone elses property taxes. then they sold the loan to freedom mortgage. i had no clue at the time. it was XXXX of XXXX that i became aware that something was wrong. i happened to notice that my escrow account was substantially negative so i went to my sister-in-law, who is a mortgage broker, for guidance. i contacted freedom mortgage and pointed this out and asked them to fix this and they said it would be fixed by XXXX. instead of fixing the issue they reassessed my escrow account and sent me a statement on XX/XX/XXXX saying that my new payment will be XXXX!! i have explained this error multiple times to multiple people at both XXXX XXXX XXXX and at Freedom Mortgage. no one seems to want to fix this. XXXX first said that XXXX made the mistake and would have to reimburse the XXXX but then XXXX said they sold the loan to Freedom so they are no longer responsible for the error regardless that they made it. Freedom keeps saying they are going to fix this but as of XX/XX/XXXX by escrow account is still negative, they have not reimbursed my escrow account. they did reduce my monthly payment to XXXX but this is still NOT correct. my next payment is due on XX/XX/XXXX and this needs to be corrected!! i spoke to XXXX in escalation ( at Freedom ) on XX/XX/XXXX and she assured me, actually PROMISED me that it would be fixed by XX/XX/XXXX. i have been very patient with waiting for all of this to be corrected but that patience has RAN out as they still have not fixed ANY of this! I feel I had no choice but to file this complaint. This is NOT how i expected my first home purchase to go. Freedom did pay the correct tax bill for my property and absorbed the {$14.00} late but that is it. Please HELP ME GET THIS RESOLVED. They are not doing what they keep telling they will do. this is wrong. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37312
Submitted Via: Web
Date Sent: 2022-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I received a letter from Freedom Mortgage providing notification that my husband and I were approved for a Traditional modification of our VA loan. I reached out to Freedom on or about XX/XX/2022 to accept the offer and get information regarding the first trial payment. The representative stated there was nothing I needed to do and since the underwriting department was swamped, I just needed to wait about a week or two for some paperwork to come to me in the mail. During this time I received no communication from Freedom so on XX/XX/2022 I contacted there office and was told again that there was nothing I needed to do, just wait for the paperwork. On XX/XX/XXXX, I logged into my account and saw that my account was now in a foreclosure status. I contacted Freedom and the representative informed me that they now needed proof of where my child support is deposited and a letter of explanation on how the child support is used. I apparently had until XX/XX/XXXX to send in this information, but I never received a letter stating this information was requested. I was instructed to still forward the information over despite being issued an approval. I asked the representative for assurance that my review would not be closed since Freedom failed to notify me and she assured they would keep the review open. Something about that conversation did not feel right so XXXX minutes later I called back and the representative couldn't understand why there was a request for info and an approval listed in their system on the same day, XX/XX/2022. She also informed me that the representatives I spoke with prior should have noted my acceptance of the offer in the system which would have triggered the creation of the loan modification documents. This is the third time that the loss mitigation process has been held up by misinformation by Freedom Mortgage 's representatives. This is an error that could have cost me my home again because how am I to know there is additional documentation required if I was issued an approval?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been paying on my mortgage on a bi-weekly ( XXXX payments a year ) for some time now. My total mortgage payment is {$2200.00} which is {$1100.00} every other week. On the XX/XX/XXXX, I changed my payment day of the week from XXXX to XXXX on Freedom Mortgages website and received confirmation that my next payment of {$1100.00} would be drafted XX/XX/XXXX. I then woke up to emails from XXXX XXXX on XX/XX/XXXX saying my account was overdrawn due to the payment from Freedom Mortgage being made. I tried to email and call to resolve this with Freedom Mortgage but was told by XXXX that this was an error on the banks side and I needed to deal with them. I called XXXX XXXX and they said that because it was an XXXX payment and not a bill pay, it falls on the shoulders of Freedom Mortgage. I finally talked with someone who knew what was happening, and they stated they need XXXX full business days to make changes to the auto draft which is acceptable, but not disclosed any where on the website
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55316
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A