Date Received: 2022-08-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX contaced XXXX, went into a Foreberance program with Freedom Mortgage under the Covid Care Act. Once this ended we did a Modification and was approved in XX/XX/XXXX, documents arrived to our home a notary came we signed and notorized and sent back to Freedom Mortgage. We began our payments and noticed statements that were mailed were not updated. My wife called to find out the problem, she was told it would be corrected. After several calls regarding the situation we were advised that they were behind in inputting data in their system. Not until XX/XX/XXXX after numerous calls a reprsentative took the time to investigate the problem. Turns out the docs we signed and notorized had the incorrect principal and interest therefore it never recoreded. Since this was Freedoms Mortgage error I asked for them to send the correct docs so we could be done with this. After severl months of calling for updates and not receiving updated docs we were informed we had to go through the modification process again. So we did, I received an approval letter for interest of 3.125 percent and I called to confirm that i accept, it was recorded and we began our new monthly payment. We received docs via XXXX XXXX opened them and my wife noticed the cover letter was dated XX/XX/XXXX with the incorrect docs enclosed. I called Freedom Mortgage to adivse them of another errror on their part. Once again i was told the correct docs would arrive as they put me on priority notice. We to this date have not received the docs with the interest rate of 3.125 that i aggreed on. In the mean time after several calls we were informed that too much time had passed and we would have to go throught the process for the thrid time. I said that was not acceptible and i want the interest of 3.125 and modification that i agreed to. A reprsentative from Freedom Mortgage adivsed us to go through it agian for paper procdure so we will not go into Foreclosure. I wanted them to note that i agreed on the Letter dated XX/XX/XXXX of what i confirmed to accept with the 3.125 interest and due to Freedoms inability to process this on a timely mannor is not fault of mine, as the rest of this situation. I feel presurred becuase the new lettere i rececived on XX/XX/XXXX stated the new interest is 3.625 and we have to answer by XX/XX/XXXX. This company has failed to do there proper process and i have totally complied with all that they asked of me. I feel railroaded and i want this to be know and for someone to listen to me. thank you for your time XXXX XXXX XXXX ( XXXX ) XXXX Freeedom Mortgage Loan Numberf is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91977
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is my 2nd complaint about this company and nothing was resolved with the first complaint. I was in a COVID 19 forbearance with XXXX XXXXe and they sold my account to Freedom Mortgage on XX/XX/22. I made 3 months worth of payments to Freedom Mortgage in the amoun of {$4000.00} on approx XX/XX/22. Freedom Mortgage told me they were honoring my agreement with XXXX and they have not. I have been harassed with phone calls, threatening letters stating I am in default and they will be foreclosing on my property that has been paid by the COVID 19 modification money as well as my payment. I owe nothing until XX/XX/22 and I am constantly harrassed. They are now stating that I owe them for the month of XXXX and I DO NOT! They are paid until XX/XX/XXXX and they ALSO put me in a forebearance. I am afraid of losing my home at this point and I need to know if there is anything legal I can do through you to make them stop. They are screwing up my mortgage and I don't want them as my service provider because of this. It has been almost 3 months and they have done nothing but harass me the whole time. I NEED HELP!! They are deceptive and will not post all of my money to my account!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom it may concern. I'm writing this because I was in a Forbearance and came off and resumed payments of {$1400.00} beginning XX/XX/2022. A modification was set up to off set back payments. I've been in contact with my mortgage company ( Freedom Mortgage ). I've been informed by my mortgage company that I'm delinquent. I'm so confused, because I've been making payments of {$1400.00} and my payments are {$1400.00} since XX/XX/2022. I just learned that I owe a balance of {$360.00} from the modification. My mortgage company never informed me of any balance I owed. I just kept receiving delinquent notices. I spoke with a representative on Saturday, XX/XX/2022. I asked her to informed me of each payment and how it was applied. We stopped at XX/XX/2022. This is when my account stsrted showing delinquent. I can not understand why this {$360.00} was not part of the modification. I informed my mortgage company each time they call I do not have any additional funds. I have received threatened calls and each representative seems to be confused. I answer every call, because I did nothing wrong, but pay more then my mortgage on time. My quality of life has been affected. I just put a roof on my home and I have flood and wind damage in my basement. Sharing this information makes me feel violated for simply doing the right thing. Thank you so much 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: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern : My note was SOLD to Freedom. They notified me that I was eligible for a refi. In XX/XX/XXXX my refi was completed and my new payment amount was {$980.00}. During this time I was also filing for my 100 % tax exemption and it was totally chaotic due to misinformation, account errors and NO ONE that would answer my questions or, for that matter, even knew how! The exemption was finally processed and my payment went down to {$850.00}. Then they told me that my new payment starting in XX/XX/XXXX would be {$800.00} and my escrow was a positive {$1300.00}. Then I received an apology that they had misread and I was negative {$1300.00}. and they had to collect a payment, in XX/XX/XXXX, of {$1200.00} to make it so. I demanded a recalculation and that XXXX payment went down to {$840.00}!?!?! During this process I have received 5 different amounts that I was negative and the one positive making it 6 DIFFERENT amounts quoted for ONE solitary charge!!! XXXX- {$1300.00} pos XXXXXXXX {$1300.00} neg XXXX {$1400.00} neg XXXXXXXX {$1500.00} and some neg XXXXXXXX {$1700.00} and some neg XXXX {$1800.00} and some neg but it was less than XXXX Now I am told my new payment going forward will be {$890.00}. Principal and interest- {$590.00} Escrow- XXXX Warranty payment- {$51.00} NOW they have not only come up with a new amount but, a different format because they have combined my reg escrow and my shortage!! And also the 2 months cushion they require DOES NOT SHOW UP ANYWHERE!!! It is now broken down : {$93.00} for reg escrow {$150.00} for shortage NOW take {$150.00} XXXX XXXX and I am being charged {$1800.00} as my escrow shortage. I have requested a COMPLETE printout of each and every transaction since day one with Freedom. My request was in an email and totally dismissed!!! You should know the other variables. XXXX XXXXXXXX XXXX sent Freedom a bill for {$1600.00} in XX/XX/XXXX. The county tax accessor and treasurers office denied this in an, in person, visit to both of them and were very emphatic that I had a XXXX balance as of XX/XX/XXXX and had not and would not receive any future charges. Also I was sent a check for {$2000.00} that was supposed to be sent back to them. I did not return it but, did contact Freedom on how to make extra payments towards escrow. It was calculated, with my current escrow amount that I would only be short a few pennies more than {$350.00}. That amount was not needed in my account until XX/XX/XXXX. At that time I had 10 months in which to repay it!!! XXXX AND XXXX is always XXXX!!! Horizontal and VERTICAL columns must ALWAYS match!!! I DO NOT consider ANY of this true and correct because every-time they have recalculated I am owing more and more in shortage!!!!! There is NO EXCUSE for all these DIFFERENT amounts!!!!! XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Freedom acct # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 526XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage took over responsibility for servicing my loan for a property in Hawaii in approximately XXXX of this year. Prior to Freedom, my loan had been serviced for nearly 7 years without any issues by XXXX Mortgage. Before Freedom had even sent me an account number to which to send my payments, they sent me a late notice that I had failed to make a timely payment. Once I had an account number, I immediately made timely payments. However, Freedom continues to send me late notices claiming that funds are due on exactly the XXXX day of the month. If funds arrive one day later, they told me, they deem the payment to be late. This is not how the loan documents read nor it is it how XXXX ( or any other loan servicer I have worked with for the past 20 years on multiple home mortgages ) interpreted or enforced the timing of payments. In XXXX, I received notice from Freedom Mortgage that they were going to increase the amount of the escrow account requirement by approximately 30 %. My taxes and insurance have not increased by 30 % so I asked Freedom Mortgage to terminate the escrow account and that I would pay the taxes and insurance directly. Freedom denied my request claiming, among other reasons, that I did not have a record of timely payment and that my loan to value was more than 80 %. Since the matter of timely payment has been conjured entirely by Freedom, I objected to the former reason, and since my loan to value was actually in the 30 % range ( had Freedom performed any basic due diligence they could have found this out on their own ) I objected to the latter reason as well. I believe the facts illustrate that Freedom is manipulating escrow accounts in order to hoard funds that they can invest or borrow against themselves. They are pressuring and misleading borrowers and, with deliberate action, are misinterpreting loan documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95032
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicer had been XXXX XXXX XXXX. In years past, we've had our earthquake insurance paid out of our escrow account. When they missed that payment and we had to pay that premium out of pocket, we submitted CFPB Complaint XXXX, to which XXXX XXXX responded and they corrected the problem in future years. Earlier this year ( XXXX ), our mortgage servicing was transferred to Freedom Mortgage. We received a notice of cancellation from our earthquake insurance carrier, XXXX XXXX On XX/XX/2022, I called Freedom Mortgage to inquire. After a XXXX phone call, I was told that I should cancel my regular ( that is, non-earthquake ) homeowners ' insurance, which was wrong. Eventually I was able to communicate the issue to the representative, who told me in no uncertain terms that Freedom Mortgage would not be paying our earthquake insurance premium out of our escrow account. I paid the premium out of pocket ( {$490.00} ) to avoid cancellation. Our earthquake insurance premium was paid out of our escrow in years past, so our current escrow account payment projection, and thus our payment, would have included it. We are now paying an amount into escrow that we had to pay out of pocket as well. We did not ask that our mortgage be transferred to another servicer, and we receive no benefit from our loan being transferred to another servicer, but we are now poorer for the transfer having taken place for someone else 's benefit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98043
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for the Homeowners Assistance Program on XX/XX/2022. When my XX/XX/XXXX payment became due with Freedom Mortgage I waited to see if the HAF funds would hit. On XX/XX/XXXX I finally scheduled a same day payment so that I would not be reported to the credit bureau. I have never been 30 days past due on this mortgage. When I scheduled my payment I noticed two payments had already been applied on XX/XX/XXXX covering XXXX and XXXX payments and it now showed I was not due until XX/XX/XXXX. I called Freedom Mortgage and she confirmed HAF funds were sent on XX/XX/XXXX and applied to my account on XX/XX/XXXX. I was advised it was ok to reverse my own payment that now appeared as a principal only payment since the HAF funds came through. So I did reverse my payment on XX/XX/XXXX. It updated with the principal payment being removed and I still showed due XX/XX/XXXX. A few days later I get a call that my XXXX payment is due. I look and see Freedom Mortgage reversed ALL payments made. I called and they said they reversed those HAF payments until they get further instructions from their loss mitigation department. This has now caused me to be reported late on the credit bureau and ruined my credit. They are also still holding all the HAF funds and have not applied them to my account in the amount of {$4800.00}. The awards letter is clear that this amount goes towards any past due and if I am not past due, apply to principal. My main concern is being reported to the credit bureau. I never would of reversed my own payment that I made in time to be covered from negative credit reporting had I known they would go back and reverse payments they made days earlier. I did submit a credit bureau dispute with freedom mortgage which there are no guarantees it will be approved. Ive also called numerous times about the extra money sitting in my account but not applied and am told there is nothing anyone can do. We have to wait. These funds are to help homeowners avoid being late. The last thing we should be doing is holding the payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I reached out to my current lender, Freedom Mortgage, back on XX/XX/2022, in regards to refinancing my loan. Since then, I've been in steadily contact, signed all the requested documents they've provided, and submitted all the necessary paperwork I needed to submit since then. I have emails and documentation of everything. And yet, as of today, XX/XX/2022 ( more than THREE MONTHS ), my refinancing has not been finalized. A loan refinancing with your current lender should NOT take this long to process!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband would like to be clear about escrow account because we have been trying to pay more of the escrow but we still see that the escrow account is still growing and growing up too fast and we are scare that the monthly payment of the our home continue get rising more and more every year and the explanation of the mortgage is that they make an estimate of the rising of the taxes and insurance and thats the reason we have to pay {$300.00} more of the original monthly payment {$1400.00}. Additional from our monthly payment they took XXXX XXXX monthly from our mortgage payment to the escrow plus this year we pay to the escrow our home taxes for XXXX. We have paid for the escrow {$8100.00} and stool have a balance of {$5200.00} and the problem is that they are not enough clear of the quantity that we have to pay to the escrow versus the quantity we have been paying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Yesterday XX/XX/2022, I received a letter from Freedom Mortgage, in response to an ongoing dispute, in which they claim that the current status of mortgage is delinquent ( see attached ). THIS IS FALSE. This account has been in forbearance for sometime and remains as such, despite my various requests to be taken off of forbearance. On XX/XX/2022, I submitted an CFPB complaint ( # XXXX ) regarding this matter ( see attached ). Freedom Mortgage responded that there had been confusion with my file and that they would send me the necessary documents to get off of forbearance by XXXX. On XX/XX/2022, I received a call from a Freedom Mortgage representative named XXXX ( # XXXX ) and then again in XXXX received another call in which I was told there was a delay in sending me the documents because of an internal issue but that I would receive documents within a month. To date, I have not received the paperwork necessary to get off of forbearance and resume payments, which as I've stated before I'm willing to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A