Date Received: 2024-01-26
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, our auto insurance premium was paid from our mortgage escrow assets by Freedom Mortgage. I obtained a refund of the duplicate automobile insurance payment made by Freedom Mortgage from the insurance carrier. I did not return the refund to the escrow account for reasons stated in the attached correspondence. The consequence is that Freedom Mortgage raised our XXXX monthly escrow contribution by 93 %. This punitive increase is due to the fact that Freedom Mortgage insists on using the total insurance payouts from last year in the escrow analysis. The factors being applied are inaccurate and occurred due to an error committed by Freedom Mortgage 's processing department. I spoke with an insurance department representative at Freedom Mortgage on XX/XX/XXXX. Her name was XXXX. XXXX was able to isolate and validate my contention that the escrow analysis was inaccurate and based on faulty input. XXXX requested a recalculation of the escrow analysis using accurate data. I also spoke with an escrow analyst named XXXX on XX/XX/XXXX. XXXX concurred with XXXX 's request to have the escrow analysis reviewed and updated with the proper inputs. XXXX guaranteed that the new analysis would be available by XX/XX/XXXX. The firm remains unresponsive to the validated concern described.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34986
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I am having issues with this company continuously requesting the same paperwork over an over again. I requested a 12 month repayment plan they submitted a 5 month repayment plan. Now that I requested the change they are requesting the same documents over again when nothing has changed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79932
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, XX/XX/XXXX and XXXX, XXXX I contacted Freedom Mortgage regarding my escrow. There were several escrow transactions associated with my hazard/homeowners insurance paid by Freedom. {$2300.00} previous provider, XXXX which was cancelled, {$1600.00} to another insurance provider to replace XXXX which was cancelled as well. Freedom paid my new provider, XXXX {$1700.00} for escrow year, XXXX to XXXX I received refunds both payments and sent those back to Freedom to be put back into my escrow account. I also made two mortage payments during this time. When I contacted Freedom about my statements ( XXXX and XX/XX/XXXX ) escrow balance, their statement was different from what representatives discussed with me on the phone. Even their XX/XX/XXXX statement listed {$1600.00} three times, 1 as payment ( or refund ) and two as payments ( out {$1600.00} ) which is incorrect. It is my belief that Freedom purposely does not list real time information on-line because of deceptive practices. Please assist with correction of my escrow balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: As a XXXX percent XXXX Veteran, I am tax Exempt for Municipal and state Homeowners taxes. This has been approved by My municipal government and all documentation sent to Freedom Mortgage. This exemption was also approved by Freedom Mortgage. I have sent documentation and correspondence of which I have proof of on the Freedom Mortgage website. Freedom Mortgage continues to make payments to the Municipal government which is an admitted error on their behalf. Instead of them fixing the error, they increase my payment and make me, the lender, seek the refund that was their mistake. This happened to me back in XX/XX/XXXX, XX/XX/XXXX and now again in XX/XX/XXXX. This has caused me great financial hardship as well as stress on my family. They offer no solutions or assistance. XXXX ID # XXXX as well as Customer Service rep XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 087XX
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I been behind on my house payment, I having issues to catch up my payment I been over paying on my car insurance, the gas car and the food expenses, I really try to catch my payments, but is hard, I am a single mom I have a good job, but for some reasons I been struggle with my payments I almost caching up, but I having more expensive, and is been realy stressful for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85350
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: I am writing to bring to your attention a highly concerning and frustrating experience I have had with Freedom Mortgage regarding the loan assumption process. My loan assumption process began on XX/XX/XXXX, with XXXX XXXX as the Point of Contact ( POC ). Despite an initial timeline commitment of XXXX days for the completion of the loan assumption, the process has been marred by numerous setbacks, causing considerable inconvenience and financial strain. On XX/XX/XXXX, I reached out to XXXX XXXX to inquire about the status of the process. In response, she called me and provided a new closing date of XX/XX/XXXX, a date that ultimately did not materialize. This failure to adhere to the communicated timeline has been a significant source of frustration. Compounding the issue, I was forced to cancel my homeowner 's insurance policy on XX/XX/XXXX since I can not continue to insure a property I do not legally own. XXXX XXXX advised me to obtain another policy effective for the new closing date of XX/XX/XXXX, which I promptly did. My attempts to escalate the matter by requesting XXXX XXXX 's supervisor 's contact information have been met with resistance. Despite multiple requests on XX/XX/XXXX and XX/XX/XXXX, XXXX XXXX has failed to provide the necessary contact details for her supervisor. This morning, after once again reaching out to check the status and requesting supervisor assistance for the third time, I received an immediate response from XXXX XXXX, informing me that my transaction had been assigned to another processor, XXXX XXXX. The lack of transparency, communication, and adherence to timelines throughout this process has been extremely disappointing. I find it unacceptable that I have had to endure multiple delays, financial strain, and inadequate communication. I am formally requesting a thorough investigation into the handling of my loan assumption process by Freedom Mortgage and immediate resolution of the outstanding issues. Additionally, I kindly request any assistance you can provide in obtaining contact information for XXXX XXXX, the new processor assigned to my transaction. I trust that the Consumer Financial Protection Bureau will diligently investigate this matter to ensure consumer protection and hold Freedom Mortgage accountable for their actions. I appreciate your prompt attention to this complaint and assistance in resolving the issues I have encountered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: 100 % XXXX XXXX veteran ( XXXX ) struggles to get a simple repayment plan in the early stages and now faces a serious foreclosure with a family. keep getting loan mods and misleading info and sometimes no info. contradiction with different reps I speak to. I got a steady job at the VA XXXX and now our income is XXXX est and its causing me to miss work, call the crisis line, call my providers, im angry, depressed, marital problems. I stressed to XXXX i was in the XXXX and then in XXXX for a period of time and have a string of emails and documents that show a trend of delaying tactics and I was almost begging for a repayment plan. I was previosly on fmla then unemployment for 4 months or so and we have XXXX XXXX XXXX and my wife is a nurse but only works weekend. They are saying so many different things and i find out about deadlines when I call. I tried to pay XXXX to bring it down and they said you cant, ( i applied for a repayment plan at a 12 month period if possible is what i asked ) They asked for documents. Then more documents. I was late but I stressed I have XXXX XXXX XXXX XXXX XXXX XXXX XXXX right now please let me submit the stuff. They asked for my XXXX money info. I sent my award letter they said we need 3 months worth not award lettter. So I sent them my va.gov payment history with the last XXXX of the acct its sent to and they said no we need to see it in your bank. then now i cant even get the repayment plan because i hit some kind of 150 % mark. They offered me another loan modification after that over the holidays and i didnt get a notice, i found out bc i called them to see whats going on and they hit me with we cant do it and it expires on the XXXX of XXXX. I submitted a XXXX complaint and got a called from a supervisor. She took all my points down that this hardship program is creating me a harder hardship. I tried to address it months ago and now its XXXX and going to be foreclosed soon. She relayed to XXXX XXXX my concerns and they said they cant. They said if you have a new hardship you can submit a new loss mitigation packet. I said this is just wrong and it was on XXXX XXXX i called the VA XXXX XXXX i was distraught since then until now. Had to call the VA hospital for therapy to help me calm my thoughts. My marriage is not great bc my wifes credit score went from execellent to almost poor now. My va loan advisor got involved on a XXXX way call to help me and the XXXX rep said the VA limited there options and she stopped him and said that does not apply to me because the date of it. She made sure that he realized he made a false statement about my loan being limited by a VA loan program/policy issue. Furthermore, my foreclosed date is coming up im missing work and callled lawyers for advice but getting no where. We are thinking about selling my car. My dad died and i rebuilt it. He died from XXXX XXXX 3 years ago and i just dont want to let it go its too emotional for me and now we dont have time. I want to sue them for this because its so wrong. You dont do this to families that are trying, you dont do this to veterans knowing they have valid health issues and take their homes. It feels like Im falling out of an airplane, i was told i had a parachute but there is no cord. So there NOTHING i can do but lose my home at this point, borrow money from family and i only have til the XXXX. There is a foreclosure stoppage program with the VA. I never got real help. My phone records show that i made all the calls. My emails show I made all the efforts. This is not right and I cant lose my home. Im a XXXX XXXXXXXX, just got the job and had other debt so i asked for a simple repayment plan that we can afford. my wife is a nurse. We can afford a repayment plan but they send loan modifications with triple or double the interest rate. Lawyers say file bankruptcy or let us work on removing the fees in the process of this loss mitigation and then you accept the loan modification but our fee is XXXX and XXXX a month. It doesnt make any sense. Businesses are businesses, but to do that without providing an actual positive or even neutral decision is unethical. Yes i missed payments, i didnt manage my finances, but i was in distress on multiple occassions and thats what the hardship program was for. I have this all documented with dates and they cant do this to veterans. This is unacceptable and I want to file a lawsuit. I just got back on my feet and now im XXXX XXXX XXXX XXXX trying to make sense of this I cant focus on my family or my job and I service veterans. I have like 2 days of paid leave left. Im going to have to borrow money from someone cause both our credit scores are now very low. My house we bought from my in laws who planned to retire and move. We bought at appraised value. Now the value went up and this is happening and I can prove 100 % that they got us to this point, even if it was my fault for not keeping track in the midst of all my service connected problems. I tried to fix this in the beginning. They seemed to beat around and now we are here. The worst experience Ive had with any type of customer service or company ever. ( i called asking for what they have about my calls and what notes, this is their timeline ) XXXX - ( i called them ) realized my lender was not XXXX XXXXXXXX anymore and it was freedom mortgage first contact. questions about my mortgage, intro call. XXXX - called asking how the late fees work when we did not know they switched. 90 day grace period they said. im behind on payments started new job XXXX - discussed hardship programs. didnt keep track of payments dealing with XXXX XXXX and employment issues during the unannounced switch. XXXX - went over the programs again XXXX - submitted loss mitigation paperwork XXXX listed that my WIFE her name, that she asked for loan review. she did not call that day. I did. and when you call you say name and last XXXX. I called ask whats the status?????? XXXX - called asking about a 12 month plan. now the debt is going up and up they said submit and we will take a look XXXX i checked in again still working on it XXXX- they rejected the plan and said you need to submit a new application everytime XXXX - labeled as " signed '' XXXX - loss mitigation was reviewed XXXX - said I needed more documents i submitted more documents. ( I said ty and stopped conversation ) Called them yesterday XXXX asking some more phone call and note questions and got this timeline XXXX - I asked when did my house get into a foreclosure status? incomplete packet went to an attorney office foreclosure status XXXX XXXX -discussed repayment program again, pleading for reconsideration XXXX - loss mitigation did a full XXXX XXXX - needing complete 30 days pay stubs XXXX - How long do I have left? i have an email from freedom mortgage supervisor saying my home status is incomplete loan modification but i didnt submit a new hardship application? I asked, thats not possible but tell me please, how much time do i have? when will it be foreclosure sale? XX/XX/XXXX. XXXX XXXX. Now what ... ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX XXXX a VA loan buyer wanted to assume the loan and made earnest payment -numerous calls to freedom mortgage from XX/XX/19 to XX/XX/XXXX requesting information, how to fill out packets, how to start the assumption process, how to fill out paperwork, I asked for check lists and examples, company continued to not answer and only sent a single page request form. weeks into the process the company said the the information on the one page was not good enough and we had to start over -late XXXX ( roughly XXXX ) I had three way call with buyer and mortgage company, set a date of XX/XX/XXXX for him to meet with a loan processor -XXXX XXXX a assumption packet was allegedly mailed to buyer, no tracking number provided -XXXX XXXX- company says that window to apply for loan has closed, we convinced them to mail another packet -XXXX XXXX second packet was allegedly delivered, no tracking number, packet was never delivered -XXXX XXXX I called company to escalate, no one would escalate call to managers, assumptions team would not talk to me, loss mitigation team was able to take call but did not have any informatino -XXXX XXXX I talked to assumption team, they said on the XXXX and XXXX of XXXX an email with e sign docs was sent to buyer. This contradicts information about a mailed packet. they confirmed email. I spoke with my agent and she said the buyer has received no emails or mail from freedom mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Freedom Mortgage Corporation acquired my loan from XXXX XXXX in XX/XX/XXXX. My monthly mortgage payments prior to transfer were approximately {$1400.00} per month, with {$400.00} of that being paid to escrow. In XX/XX/XXXX, I paid the XX/XX/XXXX bill due to Freedom Mortgage in in the amount of {$1400.00}. On XX/XX/XXXX, Freedom Mortgage sent me an Escrow Analysis indicating a shortage of {$1100.00} in escrow and a new monthly mortgage payment of {$1600.00} that would be billed effective XX/XX/XXXX. In the analysis, Freedom indicated the shortage amount of {$1100.00} consisted of a Required Minimum Balance of {$590.00} minus and a Projected Minimum Balance of ( {$510.00} ) equating to {$1100.00}. Freedom indicated my new monthly escrow payment effective XX/XX/XXXX would change from {$400.00} to {$450.00}, in addition to a {$91.00} shortage spread. This in addition to my regular principal and interest of {$1000.00} would be {$1600.00}. On XX/XX/XXXX, I emailed Freedom Mortgage Customer Service as well as the XXXX, XXXX XXXX, and requested information on my escrow. I asked that they advise how they calculated the shortage and spread, as well as why my escrow indicated a balance of {$2.00} when I paid XX/XX/XXXX which included {$400.00} to escrow. I also asked why XXXX Mortgage indicated an escrow balance transfer of {$390.00} to Freedom Mortgage and why it was not also reflected in the escrow balance. I indicated even if Freedom did a reversal of the initial transfer of {$390.00} back to XXXX, it should not have come from {$400.00} I remitted for XX/XX/XXXX. I requested they rectify all discrepancy in the initial analysis and send a new escrow analysis to me by XX/XX/XXXX. On XX/XX/XXXX, a representative from Freedom called me and began to detail how the costs were calculated. In multiple instances that representative provided incorrect calculations. I informed him my annual homeowners insurance was changed to a new carrier effective XX/XX/XXXX and was over {$500.00} cheaper so their calculation was incorrect. I requested he email or mail me a breakdown of all escrow figures, including detailed breakdown of shortage and required minimum escrow balance. He agreed he would but that has not been done. On XX/XX/XXXX, I receive an email from Freedom Mortgage that was attempted to be recalled. It was a duplication of the exact same initial escrow analysis ; however, they were sure to note it would be advisable for me to remit any homeowners premium refund received from the prior carrier to Freedom Mortgage to replenish my escrow account. This is misleading since their policy indicates XXXX ) any additional escrow paid in will not reduce mortgage payment billed amount back to what it was and XXXX ) any attempt to pay escrow shortage in full would not reduce mortgage payment back to what it was. This policy is also in conflict with their analysis which indicates specific mortgage payment amounts based on how much is paid back into escrow. On XX/XX/XXXX, I emailed Freedom Mortgage Team and XXXX XXXX XXXX, to remind them I had not received the info previously requested. I let them know that upon logging in to make my XX/XX/XXXX mortgage payment, I saw a new Escrow Analysis reflecting a shortage now of {$2300.00}!! vs. initial {$1100.00}! In addition, the new mortgage premium billed for XX/XX/XXXX was now {$1500.00}!! vs. {$1600.00}!!. I explained I was confused as to the new escrow shortage, required minimum due and spread calculations. I also question how a higher escrow shortage can equate to a lower monthly mortgage payment. I informed them at that point their company was simply throwing out random calculations with no transparent accounting to justify their analysis and billing. I again requested the same info- a detailed breakdown of the escrow shortage and required minimum calculations but this time for both the initial and revised analysis. I requested a detailed accounting of the {$390.00} escrow discrepancy from the XX/XX/XXXX payment remitted. I also requested they reflect all escrow payment detail from the prior mortgage holder on their analysis as is incorrectly reflects no payments for all of XXXX. I purchased my home in XX/XX/XXXX and have made payments in advance since acquiring my loan and have never been late. My initial mortgage was with XXXX XXXX. They transferred it to XXXX Mortgage in XX/XX/XXXX and XXXX Mortgage transferred it Freedom Mortgage in XX/XX/XXXX. It is my opinion, Freedom Mortgage is intentionally acquiring specific loans based on specific demographic in order to manipulate the accounting and raise escrow thereby raising mortgage payments and ultimately forcing individuals to default on their loans. Given my loan is now at $ XXXX ( purchased at $ XXXX ) and my home value is estimated at $ XXXX, there is a significant amount of equity. Given my loan was issued with a XXXX XXXX interest rate, and that interest rate is nowhere to be found in the current U.S. economic environment, Freedom Mortgage and XXXX XXXX know it's unlikely a customer would refinance their mortgage loan. In addition, since the loan is FHA, and FHA changed the rules requiring homeowners under FHA to maintain escrow with the mortgage holder, it permits predatory lenders and bad actors like Freedom Mortgage to continue intentionally cause customers to default. Freedom Mortgage, along with partner companies in crime like XXXX Mortgage and some other non-bank lenders, are leveraging loopholes in FHA mortgage loan requirements and other loan types to cause intentional financial hardship, default and foreclosures to customers in order to obtain and sell the property for themselves. I require Freedom Mortgage to provide a fully detailed breakdown of how they calculated the escrow shortage and minimum escrow balance across both the initial and revised escrow analysis of my account. I require Freedom mortgage to give a full account of the {$390.00} discrepancy of {$400.00} escrow paid for XX/XX/XXXX. I require Freedom Mortgage to provided detailed accounting on all payment detailed they would have received from XXXX Mortgage prior to and during mortgage transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37363
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I submitted two payments to Freedom Mortgage on XX/XX/XXXX. I originally submitted a payment for {$1100.00}, but cancelled it once I realized it was for the incorrect amount. I submitted a new request for {$1800.00}, which was the correct amount for my monthly payment ( see attached e-mail confirmation from Freedom Mortgage ). Freedom Mortgage also verified that. ( see attached documentation ) On XX/XX/XXXX, I noticed the mortgage payment had not been deducted from my bank account. I immediately called Freedom Mortgage and made the XXXX payment over the phone, which I thought was paid on XX/XX/XXXX when I received the e-mail confirmation that it had been submitted. I had no reason to think it had not been processed as normal. Freedom Mortgage has admitted that the payment I submitted on XX/XX/XXXX was not processed for whatever reason. I made the payment on XX/XX/XXXX and it's out my control that it wasn't processed. Freedom Mortgage is failing to take ownership that it's their responsibility to ensure payments get processed when a customer submits them on their website. They are refusing to update the credit bureaus due to a glitch on their end with processing my payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A