Date Received: 2022-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I signed up for Automatic payments to be paid with my checking account with Freedom mortgage and gave my banking information and was told I was approved of that payment method. Then I find out that according to Freedom mortgage I was a month behind on several monthly payments. That although my mortgage was being deducted monthly that I was behind a month. My payments were taken out on the XXXX of every month, but they told me they had to report me as being late. I tried resolving this with them, Freedom Mortgage but got nowhere. Then Covid hit and I signed up for forbearance to protect myself. To make this short and brief I was unknowingly put into a class action lawsuit and was awarded a miniscule amount of money they were charging EVERYONE who was either slow or Late. My credit is exceptionally good at XXXX. This mix-up is hurting my score from being higher. I've NEVER not payed my monthly mortgage since I bought this home in XXXX. In fact when Freedom mortgage bought my mortgage from my 1st mortgage company, that 1st company told Freedom I had no homeowners insurance and Freedom mortgage Automatically " signed me up for homeowners insurance that cost me an EXTRA {$500.00} For XX/XX/XXXX and an EXTRA {$500.00} for XX/XX/XXXX. I was out {$1000.00} and couldn't buy XXXX gifts or home heating oil. When I questioned and complained Freedom mortgage didn't care. Needless to say I was put into ANOTHER class action lawsuit against my first mortgage company XXXX XXXX because of " THEIR '' shady practices of screwing homeowners. I'm a 100 % XXXX veteran who is tired of losing money to both FREEDOM MORTGAGE & XXXX XXXX COMPANIES. ENOUGH IS ENOUGH. I want to be made whole by Freedom mortgage and those 2 so called " LATE '' payments taken OFF my credit report. Please help me resolve this. All it would take is an " HONEST '' and understanding individual to make things FAIR & RIGHT. THANK YOU, SINCERELY XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Massachusetts XXXX. Cell # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2022-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern, In XXXX of XXXX I, XXXX XXXX, went into the forbearance plan with my mortgage company, Freedom Mortgage. It was a six month forbearance plan that was granted an extension in XXXX of XXXX until XXXX of XXXX. I kept in contact with customer service at Freedom Mortgage throughout my forbearance plan via phone in which I was assured my loan was in good standing and we discussed the options for continuing payments after my forbearance plan expired. In XX/XX/XXXX I spoke to customer service at Freedom Mortgage and chose the loan modification option to continue my loan. At that time, I was offered a loan modification option with a 3.45 % interest rate [ Exhibit A ]. The customer service representative asked, Do you accept this loan modification offer verbally? and I responded yes. I was told the underwriter would prepare the documents and they would be sent out shortly. The discussion should be recorded as stated by Freedom Mortgage on the initially intake line. I received a letter from Freedom Mortgage stating that I had done everything on my end and they had done everything on their end but they were waiting on an updated title report and title policy [ exhibit B ]. I called the mortgage company several times, at least once a month, throughout the next couple months in which every time I was informed the underwriter was working on the loan and the documents should be sent to me shortly. I never received the documents, however, every time I called Freedom Mortgage they told me it was a mistake on their end and they would put my account into review and I should hear from them shortly. That has been the response from Freedom Mortgage for the past eight months now. They told me my payments would start in XXXX of XXXX and I resumed making payments at that time based on the total I was quoted with the 3.45 % interest rate from the loan modification. I have made my payment every month since. In XXXX of XXXX when I spoke to Freedom Mortgage over the phone they finally told me they were sending out the final loan modification documents. When I received the documents [ Exhibit c ] I was not given the agreed upon 3.45 % interest rate but a 5.1 % interest rate with a higher payment. I called them and they told me to hold off on the documents, they would put the account into review and I should receive an answer soon on whether or not I was still eligible for the 3.45 % interest rate. I was told they would put an extension on the 14 day deadline for 5.1 % offer on my current documents as a precaution and I should hear back from Freedom Mortgage and receive the documents for the loan modification from my initial offer of a 3.45 % interest rate. I have called every couple weeks and they continue to tell me my account is in review, waiting to hear from the underwriter, and no action will be taken against my loan until an answer is received from the underwriter. Yesterday, I received a certified letter from freedom mortgage stating my home is in pre-foreclosure [ exhibit D ]. Freedom Mortgage claimed they have been unable to reach me and I have 30 days to respond. This has been a very unsettling and disappointing experience. On a personal note, I have XXXX kids currently living in the home, XXXX of my own and XXXX step-children, and after the stress and financial hardship of a global pandemic we are recovering and making our mortgage payments but feel as though Freedom Mortgage is attempting to refuse to process our requests and trying to take our home. I spoke to Freedom Mortgage again today, XX/XX/XXXX. I was told the Loss Mitigation had been taken off our account and our loan was not in review even though on the XXXX of XX/XX/XXXX when I made our payment I weas told our account was in fact under review and we needed to continue to wait for un underwriters approval. I was told today we needed to restart the Loss Mitigation process and interest rates have continued to incline and it may again increase our payment. I accepted ; however, I was not given another option other than foreclosure on the home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98223
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When covid first started I did a forbearance due to being out of work due to school and daycare closures. After my forbearance ended, I was told by a freedom rep that there where covid programs available that would assist me in getting back on track. I submitted all my information so I could be considered for one of the programs. The first program was a partial claim, but it didn't lower the payment to one that I could afford. I was told that in order to be considered for the covid modification I had to decline the partial claim. Which is what I did. I was informed that I was approved for the modification, and I accepted due to the payment being what I could afford. I continue to call because after informing Freedom I accepted I still had not received my documents that needed to be notarized. I was instructed by a Freedom representative when my first payment would be do and in good faith, I made three payments of the sixth within the agreement. I continued to call and stay in contact with freedom letting them know I still hadn't received my paperwork. I was told it would be emailed only to later find out that paperwork could not be sent through email. After my continued efforts of calling trying to get this paperwork, I was told that it had been to long and they would have to go and work the numbers again. They came back with a payment maybe {$20.00} dollars cheaper than my original payment. I informed the rep that I was unable to make that payment and I would do the full borrowers application. I sent all paperwork requested multiple times. I received letters in the mail stated I was not complying which was NOT true. I would call in and speak with reps stating they clearly see the documents being received via email. Now I'm here receiving foreclosure notices and sales dates to my surprise because I have been in the modification process and keeping in contact on a weekly basis being told they are working on my modification. I have spoken to several reps and supervisors in the escalations department. Freedom mortgage has shown itself to be a crooked company out to get over on its customers. Trying to come back from covid has been hard on everyone and this company has made it worse. Withhold paperwork from a single mother just trying to provide for her family, you should be ashamed of yourself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31548
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan # XXXX Names on Account : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX, XXXX NJ XXXX Complaint : Statement dated XX/XX/XXXX from Freedom Mortgage stating `` {$4500.00} escrow shortage on account ''. Trying to raise payments for escrow balance. We have already submitted tax bill, statements, reached out to our counties tax assessor, proved beyond a reasonable doubt that this is TO be removed. It has been extremely stressful and against HIPPA violations having to resend the documents over and over again. As you can see in the email documentation, this was confirmed in XX/XX/XXXX. We should not be experiencing this. Also note : Tax Bills for our county ARE a public record, which means this is viewable and an easy confirmation. HIPPA violations due to asking for more documentation that is unreasonable. Confirmed MULTIPLE times with County Tax assessor/mortgage company. XX/XX/XXXX : Confirmed Taxes would be removed from escrow. Confirmed by XXXX XXXX ( Customer Relations Specialist, Freedom Mortgage Company, XXXX ) Confirmed via phone call by XXXX XXXX ( XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On numerous occasions I have call to resolve any issues with taxes or Insurance increases on my account. I have spoken with many representatives, all giving me the wrong information and telling me the issues has been resolved, only to receive a reversal on the fees they took off my account. All of which I would have paid if told or given the correct information. I get a huge bill for late fees fir over a year! No one every communicated correct information about my account or late fee occurring. If I had know I would have paid them. Only to find out my payments were sitting in my Escrow account allowing large late fees to continue to increase. I think this is taking advantage of the comsumer only to benefit them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94619
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently being harassed daily by my mortgage company, Freedom Mortgage. I received calls every day asking me to confirm my email address, i have completed this more than 50 times and they are still calling me everyday. I have opted out of their phone calls and are told by the representative not to worry that this issue has been fixed but they kept calling early every morning. These calls are waking me up and providing a high amount of stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was purchased with 11 % down payment in XX/XX/XXXX. In XX/XX/XXXX, I tried to have the PMI removed as my home value had risen significantly, first due to some improvements and updates I made to it and secondly due to the general rise in home prices. Because I had refinanced ( XXXX XXXX was Investor ) in XX/XX/XXXX, the servicer said that I still had to wait for the loan to be seasoned for 24 months even though I sent a check for the re-valuation of the property. Early XXXXXXXX the servicing company changed from XXXXXXXX XXXX to Freedom Mortgage. I waited until after 24 months had passed and in XX/XX/XXXX, I contacted the new servicer to have the PMI removed as by now my property LTV was about 66 % by conservative estimates. The servicer, Freedom Mortgage told me in written and on a call that the PMI could only be removed if I paid down the mortgage per the directive of the loan Investor. I informed them that I chose that particular loan because I knew for a fact that it was a loan that I could remove the PMI after the threshold was met. I asked the representatives from Freedom Mortgage if they could give me or show me the process for removing the PMI, and they said I should send about {$29000.00} to them to pay down the mortgage, that it was the only way to remove the PMI. I told them that was not true and that I was going to file a complaint with the CFPB as well as formally appeal their decision, which had no valid basis. I further told them that I hoped my complaint at a minimum will help regulators to force loan services to publish information on criteria and steps to be taken by borrowers who want to remove the PMI from their loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94521
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I entered the Cares Act Covid-19 Hardship program with my Mortgage company Freedom Mortgage on XX/XX/XXXX they told me it was time to start the exit process and resume payments they also told me that the VA had approved me for a partial claim to secure the outstanding balance. I filled out the paperwork they sent me and then I got a call saying they incorrectly filed it with the wrong maturity date on the paperwork i filed and had notarized. I was in contact with them over the next several months seeing if they were going to resend the the paperwork and what date would I have to prepare to start making payments they said i was still under hardship protection and as soon as they heard back from the VA they would re-send the paperwork then about a month ago I started getting calls from people who wanted to buy my house. I contacted the Mortgage company and they told me that I shouldn't be getting those calls because I was still in the reviewing process and because it was there error on my paperwork I wasn't in danger of foreclosure and I should prepare to resume payments on XX/XX/XXXX. Then I received a letter to accelerate the the lien on my home. Now my house is set for sale on XX/XX/XXXX. I spoke with the VA and they have no record of them even filing a partial claim on for my home or any claims at all in their system. The mortgage company is engaging in dual tracking to foreclose on my home and the VA says they have no record of them uploading any documents or filing any claim in their system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78610
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: REF : Lender refuses to Appraise property in order to drop PMI. My lender/loan Servicer, Freedom Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX United States | Lender XXXX ID : XXXX after numerous requests has refused to Appraise my home in order to drop PMI. I purchased my property in XX/XX/2021 for {$210000.00} and the value has since gone up to The currently valued at {$260000.00}. This is more than 20 % Equity. With more than 20 % equity, I requested Freedom Mortgage to cancel PMI by appraising my property to get the current value. They have denied my request to do an Appraisal and continue to charge PMI every month. I have made requests both in writing and verbally to no avail. I am seeking your help to have this appraisal done so the PMI will be dropped from my monthly mortgage payment. Please contact me at XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX during the height of the pandemic, my wife and I separated. At that time she took her income and I was left taking on all the debt. She later left and I was stuck struggling. On top of that because of the covid situation I did have a reduction of income. I struggled, and thought my only option was to enter a forbearance with my mortgage company to get some sort of relief. Fast forward to XXXX of XXXX I was doing better and I elected to resume payments. I entered a loan modification process. During the process I discovered there were documents my wife, and soon after exwife had to sign. I had no contact with her nor did I know here whereabouts. I still don't know. The divorce is final and I can't proceed with the loan modification because the mortgage company refuses to accept my application because I can't get the quitclaim deed signed by my exwife ; even though my divorce decree explicitly gives me ownership of the home. I'm stuck. The crazy thing is I'm allowed to sell the home regardless of my exwife being on the deed but I can't refinance. It's so ridiculous to me. I get these " reach out if you need help '' and they thank me for my military service while screwing me out of my home. I continue to file for a loan modification to buy me sometime so i can find a solution but I'm running out of options. I don't know what to do and facing foreclosure. I can't believe this is being allowed to happen ; and apparently I '' m not the only one this is happening to. The pandemic has caused a lot of pain included tension in marriages that has led to divorces. Someone needs to be made aware of this because they are screwing people like me, who wants nothing more than to resolve this matter and keep my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78109
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A