Date Received: 2022-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX and this is the name on my mortgage documents. My mortgage was sold to Freedom Mortgage in XXXXXXXX XXXX. I received a Welcome letter from Freedom Mortgage with all pertinent information is XXXX, XXXX. My Mortgage XXXX number is XXXX. My mortgage payments are mailed to : Freedom Mortgage, XXXXXXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXXXXXX. Since the receipt of the welcome letter I have received only XXXX statement from Freedom Mortgage. I am enrolled to receive paper statements. On XX/XX/2022 I made a payment for due date XX/XX/2022. Freedom Mortgage received this payment on XX/XX/2022. My due is now XX/XX/2022. When I check the account online there is a statement generated XX/XX/2022 with a due date of XX/XX/2022. However, I never received the statement. My spouse, XXXX XXXX, called Customer Service at XXXX and was told that the statement dated XX/XX/2022 would be mailed again but I never received it. She was told that I could not receive a statement with the correct due date of XX/XX/2022 until XX/XX/2022. Today, XX/XX/2022, XXXX XXXX called and requested to speak to a supervisor. She was told that would be the XXXX Department. Initially the XXXX Department refused to speak to her. When she requested to speak to the supervisor over that department, and after informing the Customer Service Representative that I intended to file a complaint with the Consumer Financial Protections Bureau, they agreed to speak to her. XXXX XXXX, XXXX ID XXXX, stated that the problem with my not receiving statements is because I am paying my mortgage too early. She stated that if I wanted to receive a statement with the correct due date I would have to pay my mortgage after the XXXX of XXXX for the XXXX due date in order to receive a statement and for the statement to reflect the correct due date. She said she will re-issue the last statement showing a due date of XX/XX/2022 and I should receive it by XX/XX/2022. I feel that this is unacceptable. I have had mortgages with several financial institutions and never experienced a problem like this. With previous mortgages companies I have dealt with, if I made a payment, a statement was generated with a correct due date and I received it within a couple of weeks. I feel that is unfair that I can not pay my mortgage more than XXXX weeks ahead of the due date if I want to have a statement mailed. I also think it is unfair that I can not get a statement with the correct due date mailed to me. My address is XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. My phone number is XXXX. You have my permission to speak to my spouse, XXXX XXXX regarding this issue. There is also a document on file with Freedom Mortgage authorizing her to speak to Freedom Mortgage and conduct any necessary business related to the mortgage. I would appreciate any assistance you can provide regarding this matter.
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: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Good evening, I made a payment a mortgage payment to Freedom Mortgage on XX/XX/XXXX for the month of XXXX and this payment was not credited to my account on XX/XX/XXXX. It was credited on XX/XX/XXXX. This resulted in a negative credit bureau reporting of 30 days late which dropped my credit score by XXXX points with one bureau. I have always ensured that my payment is made in the month of, most times on the XXXX as I have extenuating financial situations but do not ever want to fall behind on payments. This has never happened before and I was never formally informed that tis could happen. I was taken aback by the messages I got online ( this must be new ) and tried sending secured messages immediately. These I will attach. This mortgage company is taking unfair advantage of consumers as the date is very important to record keeping and the date the payment was made was XX/XX/XXXX. As I was traveling there was a one hour difference and it showed as XX/XX/XXXX in their system. I did not have available internet service and had many challenges getting to a reliable source to get access to their website as I specifically did not want a late payment. I called Freedom Mortgage a few times to request intervention and a courtesy and this evening my call was escalated to XXXX employee id XXXX who said there is no courtesy that can be shown regardless of the time the payment was ACTUALLY made vs. the time their system made the credit. He was even able to tell me that he could see each time that I logged on checked and eventually made the payment and sent the messages. All of this was done between XX/XX/XXXX and XX/XX/XXXX for 3 years, 3 years of on-time payments and I was refused a one-time courtesy due to the weekend dates as historically they were able to tell me that all my payments were made between XX/XX/31 but those were week days??... so this being a weekend My credit will be damaged for 7 years??? for a payment that was MADE on their system before the end of the month that they can VERIFY
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Regarding removal of PMI via a broker price opinion / Appraisal On XX/XX/2022 I was informed by my lender, Freedom Mortgage XXXX ( license number ) that I " don't qualify for a broker price opinion and PMI removal '', even though the home protection act guarantees that I can request PMI removal at any time during the loan ( which is 15 months old ). Current homes ( comps ) in my area are marketed at much higher asking prices which would put my LTV at under 78 %. I am being told that I don't meet seasoning requirements, which, suggest that I am not a " fit borrower '' however, on their own website when I login, I'm offered XXXX XXXXXXXX HELOC " based on my home 's value '' which in and of itself, would allow me to remove PMI. That said, I disagree with seasoning requirements which are arbitrary, and are not in step with HPA guidelines. REALISTICALLY, comparable homes in my area average XXXX, and my loan is at XXXX. Which would put me at an LTV of XXXX XXXX. They are refusing a broker price opinion ( that I'm willing to pay for ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98248
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Many things have happened. I have two exs teaming up against and trying to take custody of my children. I am going through a divorce also. I have lawyer fees still, and don't even have a lawyer anymore. I have court dates coming up. I'm a single mother of XXXX boys. I pay for everything with less income now. I don't want to lose our home. I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46123
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint for lack of paying property Taxes on property XXXX XXXX XXXX, XXXX XXXX XXXX, tax ID # XXXX, to City of XXXX, XXXX XXXX Wisconsin. Complaint for failure to calculate the escrow amounts needed monthly. We ended up not having enough saved monthly in escrow account. XXXX. We, XXXX XXXX XXXX XXXX, want property taxes paid for XXXX entirely, and any penalty interest to be paid by Freedom Mortgage. If Freedom mortgage fails to pay the balance of property taxes, including any penalties or interest, owed by date : XXXX. We want the Escrow Account Disclosure Statement recalculated to include house insurance and the total property taxes of {$3700.00}. We want this change to be in writing by both parties by no later XX/XX/XXXX XXXX. We do not trust Freedom mortgage to pay our property taxes, and insurance per ss1024.35, ss1024.34 ( a ) and ss 1024.34 ( b ). XXXX. Freedom is to send us the balance in Escrow account to us, by date : XXXX. From this date going forward we XXXX XXXX XXXX XXXX, will pay interest and principal only. XXXX. Going forward. We, XXXX XXXX XXXX XXXX, to escrow property taxes and home insurance ourselves. We will be responsible for paying this on time ourselves to local municipality. Freedom is responsible to notify City of XXXX, XXXX XXXX, Wisconsin that we will no longer escrow with Freedom mortgage, and that all communication and refunds of overages will be directed to XXXX XXXX XXXX XXXX at XXXX XXXX XXXX, XXXX, Wisconsin, XXXX Statements for Escrow Account disclosure, for XXXX XXXX XXXX have both been calculated wrong which I have disputed but to no avail. The statement does not including the total amount of property taxes owed to XXXX of XXXX, XXXX XXXX, Wisconsin. Disputed with Freedom mortgage verbally and through messaging on bank website. We are providing documentation as attachments XXXX. Copy of property tax bill for XXXX. XXXX. Statement from XXXX of XXXX, XXXX XXXX, Wisconsin, showing payments paid from XXXX to current XXXX, showing property taxes method of payment, two installments, due XX/XX/XXXX XXXX XX/XX/XXXX. XXXX. Copy of messages sent to Freedom mortgages. 4. List and dates of phone calls to Freedom mortgage, which were taped by Freedom, details of the conversations. 5. Copy of 2 years of escrow Account Disclosure Statement, show the incorrect calculations. XXXX. Monthly mortgage statement from Freedom Mortgage showing property taxes not paid in XX/XX/XXXX. Attachments ; Phone list : XX/XX/XXXX, upon receiving the statement from Freedom mortgage, showing the second installment of property taxes {$1900.00} was not paid, I went on the XXXX XXXX website, to see if property taxes were paid. I found they were not paid along with a penalty for XX/XX/XXXX, I called the XXXX XXXX clerks office, to confirm if taxes were paid or not. I wanted to pay the taxes myself as interest was accruing, was advised to contact mortgage company first. Any refunds of over-payments would go back to the mortgage company, not to us directly. I called Freedom mortgage, XXXX. This was an automated line, and was on this for 15- 20 minutes before I got to a live person in the Escrow dept for Taxes or insurance. I started talking to XXXX, who did not agree that property taxes were not paid. She insisted they were paid in XXXX. I disputed that Freedom only paid half, and that they must have been late, as there was a penalty/interest owed, plus 2nd installment was not paid. After being frustrated as she did not appear to listen to my issue, I asked to speak with her supervisor. At which time she put me on hold, and came back few minutes later to tell me everyone was busy, and someone would call me back later in 24 to 48 hours. I felt I was being dismissed, and that no one will call me back. I felt this was not acceptable, hung up with XXXX as I felt this was loss cause. She did not believe me, and I do not believe she was looking at the property tax bill, she was looking at a computer spreadsheet, showing numbers. I tried calling back XXXX getting a different person in the Escrow tax dept, and she agreed the taxes were not paid, and they needed to look into this. Instructing me not to pay the taxes, that they would even if there was not enough money in escrow to pay it. I accepted I would hear back 24 hours as to conclusion. Went back to work, as I took off work 1 hour, to connect with Freedom mortgage. Daily I monitored the bank and the XXXX XXXX website to see if taxes were being paid. See my copies of messages : Freedom stating they paid the property taxes and were in contact with XXXX XXXX and we were now current. I went on website, no sign of payment. I called XXXX XXXX, to see if they received payment, assuming website not updated. They had not received payment, nor did anyone contact them from Freedom mortgage. At this point I felt Freedom mortgage was neglecting their responsibility and were not telling me the truth of the status of resolving this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Going through refinance of original loan with cash out. Ordered appraisal of which mortgage company charged me for and I willingly paid. Appraisal of home completed XX/XX/22 @ XXXX Appraisal report completed and uploaded to their file by appraisal company ( notified of this on XX/XX/22 ). However was told by mortgage company employee ( Freedom Mortgage - XXXX XXXX ) that the appraisal report can not be disclosed until a notice of value is determined by the underwriter. As per her statement her managers instructions was that she can not disclose until this notice of value.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2022-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX, I was affected by XXXX in XXXX XXXX XXXXs and XXXX after, Im appreciative and was approved for HAF program I currently have freedom mortgage as my servicer and I let them know my HAF was pending when doing a loan modification I was approved for HAF they were paying the entire amount that was on my partial claim and extra to pay a few months and actually allow me to catch up with other bills like my XXXX electric now at risk for disconnect, freedom mortgage actually sent the HAF payment back I was dumbfounded Ive called and messaged both HAF and freedom mortgage but it seems Im in a limbo and now have no idea what is going on.! they approved me for XXXX they returned XXXX please help as this is insane and Im just getting the run around thank u XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX fl XXXX Also I has an overage in money on mortgage they wind up keeping that as well please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33714
Submitted Via: Web
Date Sent: 2022-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, 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 also states a consumer reporting agency can not furnish a account without my written instructions, 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end 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: NC
Zip: 27105
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our FHA mortgage was paid off on XX/XX/2022. Due to being paid through a court appointed trustee additional payments were sent after the loan was closed. A payment in the amount of {$4000.00} was applied to escrow on XX/XX/2022 and a payment of {$1400.00} was applied to escrow on XX/XX/2022. I have contacted Freedom Mortgage to return the escrow funds via phone and email a minimum of 5 different times. They keep telling me that they have to research why the funds have not been returned. I got tired of hearing excuses so I completed some research of my own. It was through my research that I found SS 1024.34 ( a ). This said that once a loan is closed the mortgage company has 20 days to return funds in the escrow account if they are not rolled over into a new loan. I sent a message to Freedom Mortgage on XX/XX/2022 noting this protection and they emailed me back the same generic message that it needs to be investigated and they need until XX/XX/2022 to complete the investigation. They have quoted me at least 5 different dates that the investigation should be completed by and not once have they ever completed anything related to my request to have the funds returned to the trustee. I am at my wits end trying to get the funds returned as they would help us pay a good portion of our bankruptcy off and they should have been returned long ago. I am not sure how they are supposed to have 20 days to return the funds but they have taken almost 4 months already and there is no end in sight for they funds will be returned. I am trying to get some oversight involved in the hopes that it will help Freedom Mortgage comply with precedent when it comes to returning funds on a closed account. Any help would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company will not allow me to prepay mortgage payments on my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75062
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A