Date Received: 2022-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage are sending us letters stating that we are behind our mortgage payments and that it has been reported to credit bureaus. it gives us an option to go to their website www.freedommortgage.com and thru payment-by-phone costumer care team at XXXX. We do not have our mortgage with them and we have our payments thru automatic payments with our lender. Please check this company impostor. I'm sure they are targeting older owners who does not have computer access to verify.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for the HAF Home Owners Assistance program 18 months forward payments. My mortgage company is claiming they have not received any information or payments from HAF but according do the XXXX they have so theyre lying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32960
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have been trying since XX/XX/2022 to have XXXX, XXXX and XXXX reflect my mortgage term correctly at " 259 Months '' instead of incorrectly at " 264 Months ''. Each credit agency advised that they reflect what is reported by Freedom Mortgage, I contacted Freedom Mortgage and they issued a letter dated XXXX XX/XX/2022 that states they are reporting it correctly at " 259 Months ''. After disputing with XXXX, XXXX and XXXX while providing Freedom Mortgage 's letter of XXXX XX/XX/2022, it became clear that Freedom Mortgage was NOT reporting " 259 Months '' and was actually reporting " 264 Months ''. For XXXX, Freedom Mortgage incorrectly changed reporting from " 264 Months '' to " 22 Years. '' In Freedom Mortgage letter dated XXXX XX/XX/2022, they now contradict their XXXX XX/XX/2022 letter, still claiming to report accurately, but now reporting at " 22 Years ''. Freedom Mortgage states that the XXXX reporting guidelines dictate that mortgage terms should be in yearly values. In my letter of XXXX XX/XX/2022, I set forth all the rationale why my term should be reported correctly and accurate at " 259 Months '' and advised that if Freedom Mortgage can not correct this I will file this matter with the appropriate jurisdiction. Today, XXXX XX/XX/2022, I received a call from XXXX XXXX, Freedom Mortgage Escalation Specialist, who advised that Freedom Mortgage will not make any further changes and they stand by their XXXX XX/XX/2022 Freedom Mortgage Letter position.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07719
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent an initial letter to Freedom Mortgage on XX/XX/2022 by US mail regarding Loan number XXXX requesting cancellation of PMI. I started the process of a refinance with Freedom Mortgage on XX/XX/2022 with XXXX XXXX, XXXX, signed my initial loan documents and made my appraisal payment also on XX/XX/2022 through the online process. The appraisal was scheduled for XX/XX/2022. The appraisal was complete on XX/XX/2022 and updated appraisal on XX/XX/2022 which consistently showed the value of my home as {$850000.00}. On XX/XX/2022, I sent XXXX XXXX and XXXX XXXX an email to expressly withdraw my application due to the climbing interest rates and avoid creating additional debt. I contacted Freedom Mortgage on XX/XX/2022 to get an understanding of the status of my request sent XXXX. I was transferred to XXXX XXXX, who was not clear that I had started the refinance process and Freedom Mortgage should have access to my appraisal and he would provide to the appropriate department. He still requested that I provide a copy of my appraisal. I provided a copy of my appraisal on XX/XX/2022, on the recorded line he recommended I call back on Friday XX/XX/2022 for an update. I emailed XXXX XXXX XX/XX/2022 to get an understanding of the status and there was no response. I emailed XXXX XXXX again on XX/XX/2022 and still no reply. I contacted Freedom Mortgage via telephone XX/XX/2022 and made the representative aware that I had not heard back on my request from XX/XX/2022 and Freedom Mortgage was in receipt of my appraisal. I stated no one was getting back to me and I would contact the CFPB to ensure there was a response. She then had a sense of urgency and told me this would be escalated and someone would be in touch. On XX/XX/2022 XXXX XXXX ( XXXX ) XXXX XXXX contacted me via phone. He told me XXXX XXXX was no longer with Freedom Mortgage and thats why no one had contacted me. XXXX stated, his manager who would be in on Monday and they would review the details and provide a resolution by the end of the week. If you listen to the recorded call, I tell XXXX XXXX, that Freedom Mortgage is in receipt of my appraisal which I provided to XXXX XXXX, however I had started a refinance with Freedom Mortgage and I should not have needed to provide as they were already in receipt of the appraisal. As a XXXX, XXXX XXXX by profession I expected Freedom Mortgage to comply with the Homeownership Protection Act. XXXX XXXX assured me on that recorded call they would identify a resolution and someone would get back to me by the end of the week. When there was no response by the end of the week, I contacted on XXXX XXXX at ( XXXX ) XXXX on XX/XX/2022, and he told me he was on a recorded line. He validated my identity as required and told me he was unable to contact me because he wife was in a car accident on that Thursday and he had to be out of the office for two days. He then proceeded to tell me that he spoke with someone and they told him that Freedom Mortgage can not use an appraisal from an appraiser that I XXXX or found on the internet. This upset me as a consumer and this identified incompetence in the staff at Freedom Mortgage. I stated to XXXX this was unacceptable as my refinance was with Freedom Mortgage and they ordered the appraisal. XXXX stated on the recorded line that he did not know that, however we had that discussion the prior week and he should also have access to these details ( listen to recorded call from XX/XX/2022 ). I told him Im tired of the excuses. I received excuses that I wasnt contacted because XXXX XXXX was no longer with Freedom mortgage, now Im being told that Ive XXXX the appraiser or got offline which is not fact based. Again he stated he didnt know that. He stated again, that he told me his wife had an accident and he wasnt able to get back to me. I made XXXX aware that his personal matters are not my concern as a consumer and I should not be subjected to those details nor do I have responsibility to reply to his personal matters or show concern. It is not my responsibility to care about his personal affairs as a consumer and Freedom Mortgage should be training their staff to not burden consumers with those details. It is unprofessional for any employee to have this type of communication with a consumer. He should have stated, he was out of the office and apologized for the delay without any personal details. I then reminded XXXX of my profession and told him I would be contacting CFPB as Im clear they are concerned with consumers request being addressed and will not take lightly to these excuses. He became upset and said, if you do what you say you do, then you would understand. It was clear he was upset that I did not show empathy for his personal circumstance and began typing franticly which again was unprofessional. XXXX XXXX should be reprimanded for this type of behavior. I have every right to be upset that Freedom Mortgage is ignoring my request to properly address and remove PMI which I requested in writing on XX/XX/2022. I have been more than patient with this organization. I also request that XXXX XXXX, no longer have access to my account, and personal information. He was extremely unprofessional and that should not be tolerated. I encourage Freedom Mortgage and CFPB to listen to all of the recorded calls. I have been extremely patient as a consumer until today. This must be addressed. Freedom Mortgage needs to look into the controls they have in place to address requirements of the Homeownership Protection Act, this experience has been disappointing and unacceptable. Education and training of staff members is key to mitigate risks for organizations, this experience demonstrates gaps in knowledge and processes. Lastly, staff members need to be reminded they are going to deal with consumers who understand requirements, and they need to effectively address concerns to avoid these type of escalations. I have had no prior issues or concerns until now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX my husband and I went into forbearance due to COVID related issues. My husband stopped working so that he could stay home with my oldest child when he wasnt able to go to school. In XXXX of XXXX we came out of the forbearance and started a load modification process with the lender. We have a VA loan with freedom mortgage as our loan servicer. We were approved for a loan modification pending three trial payments of a fixed amount. At the end of this trial period I received a letter stating that we had not been approved for the load modification because we had not made all our payments on time. We in fact, did make all our payments on time, and now, month to month we keep getting a run around on what is happening next with our loan. Every month when I call into speak with someone regarding the monthly payment, or the loan modification, I sit on hold for nearly an hour at a time and wait for the representative to read through all the notes, to then escalate the problem to someone else. This has been on-going since XXXX XXXX, as I started making my trial payments XXXX XXXX, XXXX. Ever since then, no one has any idea what is going on with my loan, and it just keeps getting escalated. The reason this is really becoming an issue is that we are now trying to refinance our home with a new lender, but we are stuck because we have to have made 6 payments after doing a loan modification and it seems like we cant even get into one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31419
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced with Freedom mortgage on XX/XX/XXXX. I got a tax bill from XXXX XXXX regarding a tax delinquency in XX/XX/XXXX stating taxes for the first and second half of XXXX are unpaid. I have called the servicer 3 times since I received the tax bill. On each call they claim my loan is not in escrow ( while my mortgage is in escrow ) You are required to escrow FHA loans - then promise to make the correction. They verify my escrow balance on every call and they continue to give a time frame in which the situation will be resolved. Till date, the taxes are still unpaid. I am trying to avoid a tax lien on my home.
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: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I contacted Freedom Mortgage and sent them my Insurance Policy. This included multiple messages with my insurance information attached as well as calling XXXX to have them send Freedom Mortgage my insurance information. Freedom Mortgage refused to recognize my insurance. I then filed a compliant with the CFPB and attached my insurance documents as well. As a clearly punitive action, after I filed a complaint with the Consumer Financial Protection Bureau, XXXX XXXX XXXX XXXX Customer Service responded saying he went out and purchased an insurance policy without my permission and overnighted the payment WITHOUT MY PERMISSION. This is completely unacceptable as I clearly provided my insurance information. CANCEL THE CHECK TO TRAVELER 's for the insurance policy you illegally purchased on my behalf and respect the policy I provided you MULTIPLE times through multiple forums. My policy is attached AGAIN for your review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently purchased by Freedom Mortgage Corporation. I received a notice of this change dated XXXX. Upon receiving my first billing statement, I noted a {$150.00} fee ( undefined reason ). I called Freedom on XX/XX/XXXX about what the fee was for and I was told it was for an appraisal. I informed them that I didnt request an appraisal and had no need for one and to kindly remove the fee from my account. I also notified the customer service rep that this was predatory behavior and I wouldnt accept it. She submitted a request to review the fee to their customer care team. While I waited on the response I did some research online. This company just settled a class action lawsuit in XXXX for, guess what, charging fees for home appraisals. Looking at the settlement, the amount paid in the settlement appeared to be less than the fees they charged. I am rather confused by that, but I digress. I received a letter dated XX/XX/XXXX that says the Customer Care Team received my inquiry regarding a fee and that the corporate advance fee was an appraisal fee. It made no reference to my request to remove the fee, nor did it justify the fee based on any mortgage paperwork I had signed. This is absolutely unacceptable. I have no control over my mortgage being sold to a bunch of scam artists. I no longer feel comfortable setting up automatic payments with this company since they will steal from me if I let them. Please assist me in correcting this type of behavior with selfish corporations like Freedom Mortgage and remove a fee from my account intending to prey on me in the hopes that I wasnt aware of an increase in my mortgage bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47546
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2022 I received a letter from our mortgage loan servicer Freedom Mortgage stating ourn loan had been transferred as of XXXX XXXX to XXXX Mortgage. XXXX Mortgage then reached out to me to offer me a new loan to get out of my XXXX YEAR MORTGAGE with Freedom... WHAT!!!! I took forbearance for several months with Freedom based on them REPEATEDLY telling me to do it. ( I figured fine, I am self employed and was not sure where things were headed due to XXXX... ) Was a great opportunity to pay off a few things and get a better grip on our budget. I was told, as it should be, that the mortgage would be readjusted with skipped payments added on the end of the loan, which is fine... I never received any " official '' paperwork just a new payment slip ... .I simply started making payments again ... Thank you Freedom...?? When The ROCKET tried to get me to refinance with them their costs were ridiculous. And I requested proof of this XXXX year mortgage, as well as Freedom. No responses... I refinanced with XXXX locally and they were great, and at least {$8000.00} lower than XXXX. I want to lok into Freedom to see if this was true as it would have scammed me out of XXXX months woth of interest!!! ~ Or is XXXX playing dirty??? One other thing : When I was with XXXX XXXX years ago I got scammed and some who got caught are still in jail. I feel it was an inside job due to all of the info they had. I have been waitin for response from XXXX Gov for years, I just keep getting inmate updates. Any way to make this a second ( or third ) complaint? Thank you in advance for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53027
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage continues to claim in a later I recently received dated XX/XX/2022 that I do not have insurance coverage for my house and is going to purchase it on my behalf. Freedom Mortgage claimed that they attempted to reach my insurer, XXXX, for this information, but have been unable to provide a good faith effort that they did in fact do so. Freedom Mortgage provided me with a website to upload the proof of insurance, XXXX XXXX XXXX. This website does not work. I tried to access it many times. I then emailed Freedom Mortgage through their secure message system a copy of my insurance documents and asked them to confirm receipt. They failed to confirm receipt and said my inquiry will take 2 weeks of " additional research ''. I am convinced that Freedom Mortgage is engaged in predatory behavior where they are purposefully failing to recognize my insurance documents in order to purchase an insurance policy on my behalf at an exorbitant rate. This conduct is completely unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A