Date Received: 2022-08-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In or around the beginning of XX/XX/2022, I contacted Freedom Mortgage and communicated that my loan/mortgage account with them was reflecting that it was " refinanced, '' but it was simply paid off and not refinanced. Additionally, the comments on my credit files also incorrectly reflect that it was refinanced. Freedom Mortgage assured me that this would be corrected, but it has not been.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had already filed a complaint with this company previously regarding the loan servicer of my mortgage which was Freedom Mortgage. Only after my compliant through the CFPB did the mortgage company finally take action to send me the Loan Modification paperwork. I received loan modification paperwork dated XX/XX/2022 for an effective date of XX/XX/2022. However, due to my work with the HUD Counselor, I was urged to also contact my state regarding a HAF program, which I did. I found out on XX/XX/2022 that qualified for the HAF program and that the state of Ohio would pay {$25000.00} which would pay for all of the past due balance on my account. This is all through a Grant through my state and they did confirm that this communication is required to be sent to my loan servicer through a secure messaging portal, which is a requirement of the US Treasury. On XX/XX/2022 someone from Freedom Mortgage contacted me and I assumed she was contacting me about the HAF program, but actually she was contacting me to follow up on the Loan Modification paperwork since it had not been received back. She told me to email the HAF letter to the XXXX. During that call I also told her that I had tried to communicate with previous managers & I tried to get in contact with them & to leave messages for them but I was unable to reach them. She did attempt to leave a message for them. About a week later I was contacted again by another representative who was asking me the same thing, A few days later I received another phone call from Freedom Mortgage again asking me about the loan paperwork, I asked her if she saw the email that I sent in on XX/XX/2022 to loss mitigation, to which she said she did not. Now I started to get very concerned because this was starting to feel exactly like the situation which got me into this mess in the first place. That said, I began to try to escalate immediately. I began to try to escalate to the management that I had information for from my past experience with my COVID Forbearance, I was not able to get anyone on the phone but ultimately ended up getting in contact with someone who had promised to get an email over to the team that handled the HAF program. This was the week of XX/XX/2022 ; His name was XXXX ID XXXX. He assured me he would call me back that Friday XX/XX/2022. He did contact me back on that day but at that time he had not heard back from that department. I also followed up with the HAF department for Ohio and they confirmed that they had not heard anything from my loan servicer yet. XXXX did promise me on Friday XX/XX/2022 that he would also continue to follow up with that team until he heard back from them and that he would call me back on XX/XX/2022. He did call me back today and which he did, but to date no one from the company has logged in through the secure messaging portal to view the message to even see that I have been approved for the HAF program. This is a time sensitive item that can save my home and I am not gong to lose this. I asked for a 6 month loan modification which has been extended for over 16 months due to incorrect information from my loan servicer. Each time I call there is little to no information that is done to help me. I am begging someone to please help me to resolve this matter. XXXX has been the only person in this company that has ever been true to his word and has ever actually called me back, let alone called me back twice and the poor guy has to be out next week. The state is ready to send this money and I don't even know if this isn't done would my loan modification even still be available? My family is in a holding pattern & it has been put there by Freedom Mortgage for months on end & it just continues on longer.
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: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have challenged a fraudulent foreclosure brought against us by Freedom Mortgage in XXXX and now that the terms of mediation are complete and signed, the lender has failed to comply with terms- even at behest of their own attorneys. Now- since XXXX they have started putting our on- time, full amount payments into a holding account and saying we are late or non-paying, and charging many fees not agreed to in loan modification documents they signed. This is how they first began the underserved foreclosure before in XXXX, at which time they place over {$7000.00} of our monthly payments in a holding account and attempted to foreclosure on us. We have not recovered this money - and now theyve taken over {$3000.00} since XXXX, and are also trying to charge us for fake home inspections, as well as late payment fees. While they removed the foreclosure status in our credit reports by order of the court, they have still failed to remove the over 180 days late stays of our payments- which would include the time ordered by the judge that we not pay until mediation was finished. This includes the times where they put payments we made into unapplied funds accounts and barred us from paying through their website and sent payments back to us. We made every effort to pay and have proof of everything. In all, it has taken us over 5 years ( due to their continual loosing paperwork, taking months to provide us with a location and amount to pay for three trial payments, and just general dragging feet for the total of over five years during which we were unable to earn equity by our payments, nor make any needed improvements to the home, built in XXXX, and with many original features. My daughter and myself are current owners of the home and both suffer from lupus. I am XXXX and on social security. I am also diagnosed as terminal with XXXX XXXX and XXXX XXXX XXXX, and am completelXXXX XXXX - a fact known to their attorneys because I had been unable to attend mediation meetings, but my daughter ( who is on the loan ) attended everything. Meanwhile, our family also came down with XXXX last year, including my daughters new spouse and her XXXX children. She was at the time XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This just a few of the hardships we have suffered while being forced by the circumstances to live in a too small home with inadequate infrastructure that has been constantly in need of repair. But due to the credit remarks- and now a recent report of a late payment in XXXX, when we have proof of on time payment, we cant buy another home or even refinance to get rid of this company. We have, as of XX/XX/XXXX, opened a complaint against Freedom mortgage with our bank ( XXXX XXXX ) because of false reporting and claims of not receiving payments. They are tacking on erroneous fees such as late charges and inspection charges. Even their lawyer keeps saying that these things are supposed to be fixed, and that fees would be removed and we would be made completely current and in good standing. Their lawyer has stated since XX/XX/XXXX that these things, including all late and missed payments reported since XXXX would be removed. Still, as of XX/XX/XXXX, these promises have not been met. In fact, it keeps getting worse. They have not only completely messed up our credit, but according to XXXX, they have completely deleted our mortgage account. Their lawyer says this will be fixed, but has not been. We have filed disputes through the credit bureaus and provided proof of everything and nothing gets resolved. The credit bureaus seem to take Freedom Mortgages word and dispite proof provided in disputes, nothing is fixed. Here is a bullet point of what needs to be resolved asap : -Fix the late and missed payments from BEFORE and after the modification. This has been promised and not done and would literally fix the bulk of this. No excuses. There should be NO LATE Payments on our credit. Period. They even returned payments I tried to make to them in this " negotiation '' period. They refused a {$7000.00} payment I tried to make even before the foreclosure. They sent payments back to us and the judge ordered us not to pay after they filed foreclosure against us. The timeline and paper trail from all these years is provable. -Return our payment to the modification agreed amount of {$1100.00}. NOT {$1400.00} plus and NOT the new amount of {$1200.00} that they claim is because of escrow adjustments ( see my previous responses to this lie ). -remove erroneous fees like false late charges and inspection feesWe want this in writing from them when they follow through on these promises. They MUST report to XXXX our account current ; in good standing. XXXX themselves told me that Freedom Mortgage deleted the account and stopped reporting. These things must happen now, no more excuses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage XXXX # XXXX took over loans from XXXX starting in XX/XX/XXXX. During the process Freedom Mortgage failed to properly notify customers of the change. They did not comply with contact preferences that were previously established with the last vendor despite Freedom Mortgage claiming they would on their website. When they did contact me I was called by phone and addressed by a different name ( XXXX XXXX and told to pay. I then received an email with a second, different name ( XXXX XXXX and loan number on XX/XX/XXXX. I received the correction email on XX/XX/XXXX. A letter was mailed to me with a date of XX/XX/XXXX saying I have failed to pay but not addressing the loan discrepancy issue. I have zero faith my PII has not been compromised by this failure to properly communicate sensitive financial data. I believe customers deserve reassurances or explanations before we provide additional financial information to Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been trying to get the PMI removed from my mortgage for almost two months and get nothing but form letters and dead end phone calls. Freedom Mortgage requested a XXXX dollar payment for a BPO to establish value. That XXXX dollar check was sent for a BPO certified mail on XX/XX/XXXX. I called to confirm receipt on XX/XX/XXXX and was told the check was cashed and I a written response was on its way. Freedom sent me a letter dated XX/XX/XXXX saying PMI could not be removed there needed to be a BPO. THE SAME LETTER THEY SENT IN XXXX! THE SAME LETTER I RESPONDED TO ON XX/XX/XXXX! This has been going on for two months now. Nobody on the costumer service line can help as the actual decision makers are not customer facing. So you call ask for help and are told to write the company or submit your request via the website which simply produces another irrelevant form letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Please help! I have filed multiple complaints and customer inquiries with Freedom Mortgage and no one can explain why my mortgage continues to go up every 8 months. My town taxes have not risen nor my home owners insurance. My mortgage was sold to Freedom Mortgage and it has been the worst experience financially. I put a large sum of money down on my home. I beleive there are deceptive and padding practices going on within Freedom Mortgage and I would like full regulatory audit performed. I would also like a detailed explaination of why my mortgage payment has risen {$200.00} in 16 months. Thank you in advance for your help! XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX Bank initially lost and never processed a completed loan modification of mine from XX/XX/XXXX and and incorrectly applied payments and escrow due to this major error. They never corrected and transferred the erroneous information to XXXX. I have filed complaints with XXXX and XXXX XXXX Bank and no actions have ever been taken to correct, so I am guessing my issues are not a priority for your office. Freedom Mortgage just took over my mortgage effective XX/XX/XXXX and they have advised I have a shortage of {$870.00} in my escrow. I submitted Notice Of Error that was received by Freedom Mortgage XX/XX/XXXX including copies of my bank statements confirming all my payments made back to last year. I have not missed a payment and the escrow analysis was incorrect. They just responded with a letter dated XX/XX/XXXX, advising I am in a shortage of {$870.00} and included XXXX pages of unintelligible payment postings from XXXX that do not make sense. It looks like XXXX raised my principal from around XXXX from the last year with XXXX XXXX XXXX to XXXX when they transferred to Freedom Mortgage XX/XX/XXXX. Please explain how this can happen when my bill is paid every month?. I am asking for help. Once again. My mortgage has not been correct for XXXX years and I have been begging your office for help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage acquired our Mortgage ( # XXXX ) in XXXX of XXXX. Since then I have received almost monthly letters regarding the insurance for the Condo Unit. Until they acquired the mortgage, I had never had an issue with insurance for the Condo ( which we have owned since XXXX ). They are claiming that we did not have sufficient coverage for XX/XX/XXXX - XX/XX/XXXX and have charged XXXX {$700.00} for this time period. I have two issues with this charge. XXXX ) It was not clear what needed to be fixed until it was too late to get sufficient coverage and avoid them purchasing insurance for us. It was not until XX/XX/XXXX that I was informed by phone that I needed at least {$170000.00} of coverage, but only had {$160000.00}. In fact, I received a letter from them dated XX/XX/XXXX, that stated they had canceled the lender-provided insurance. XXXX ) The insurance they did provide is predatory. They not only insured for the total cost of the Unit ( {$400000.00} ), which is more than is required by Massachusetts law but also at inflated rates. Additionally, the condo for this time was insured by XXXX parties ( XXXX XXXXo Insurance, XXXX XXXX XXXX insurance for $ XXXX, and their XXXX insurance for $ XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was never credited back money owed to me for two separate issues with Freedom Mortgage. First issue is an overpayment during the payoff of the loan and was never credited back the overage amount. A payoff quote was ordered on XX/XX/XXXX for a payoff through XX/XX/XXXX. On XX/XX/XXXX the automatic payment was debited from my XXXX XXXX XXXX checking account in the amount of {$2200.00}. On XX/XX/XXXX, Freedom received a payoff check from XXXX XXXXXXXX XXXX in the amount of {$130000.00} which is an overpayment and I am due the difference back to me. I called Freedom on XX/XX/XXXX spoke to Call Center representative XXXX who confirmed the payoff check was received and that I would get the refund credited back. I never did receive the credit back and it is 5 months later. Second issue is related to the escrow account with Freedom Mortgage. I never did have impounds for insurance or property taxes, I always paid on my own. Freedom force placed insurance causing an escrow account to be created in my name which was incorrect since I did have insurance coverage and provided proof of insurance. I called on XX/XX/XXXX and was forwarded to XXXX. I followed their instruction to email copy of XXXX homeowner policy to XXXX so that I could get back {$1200.00} from escrow account. I was told a check in the amount of {$1200.00} was issued payable to XXXX and {$17.00} came back which they credited to the escrow account. I am still waiting for the remaining refund of {$1100.00} which is owed to me from XXXX. I also called on XX/XX/XXXX at XXXX Hawaii Time , spoke to XXXX at Insurance Dept . I was told again to send homeowner policy for XXXX which I did. I also spoke to agent # XXXX from escrow department on XX/XX/XXXX. On XX/XX/XXXX, I called again spoke to a supervisor who confirmed homeowner policy was received but I still dont have my refund back. I am due a refund of {$2200.00} for overpayment on the mortgage loan payoff plus the {$1100.00} remaining escrow refund from XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96789
Submitted Via: Web
Date Sent: 2022-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have just been notified by the credit reporting agencies of a negative report by you, ( Freedom Mortgage ) that has significantly impacted me financially.. After multiple inquires to customer service and the Tax and escrow dept. going back to XXXX of this year, Re : the increase in my mortgage payment due to a shortage in my escrow account I was continually told to keep paying my current mortgage until a resolve to the matter was completed. A conversation to justify my position was with the Tax dept. notifying me that they were not in receipt of a Veterans tax exemption by the city of XXXX, Ma which would have affected this account. I immediately sent via electronic and US mail an official transcript of this exemption to this person who after receiving this and verifying it with the named city accepted it's exemption, and was told it would be adjusted. I was than transferred back to customer service who once again told me to continue paying the current payment until I was notified. To this date I have NEVER been notified. In my last conversation with you, you explained that the discrepancy in funding would need to be satisfied by me and I complied with the intent that a escrow analysis would be completed by XX/XX/XXXX of this year, as told to me by you, and that I would be notified. Again to this date I have NOT been notified of the results of that analysis and resulting final determination of payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A