Date Received: 2022-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XXXX Escrow account was short due XXXX XXXX taxes. XXXX XXXX treasures office sent a refund in XX/XX/XXXX. Refund was applied but Freedom Mortgage continued to have difficulty adjusting my mortgage account & payments. Each month they continued to charge me for a shortage and late fees. I called on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and each representative told me that they saw the issue in the notes and would submit my account for review. I was also told that my new payment would be reduced effective XXXX and that I would see it on my next statement. Fees would be removed and the late fee I paid would be refunded. I just received my XXXX invoice and nothing has been corrected. Today, XXXX, Im on the phone with an XXXX XXXX who told me I was provided wrong info and Sorry and that I have to pay. Nothing she can do about it. Ive asked to speak to a supervisor. Spoke to XXXX- she informed me that there is nothing they can do, they can not adjust the amount back to XXXX, even though thats what the rep told me, the rep gave me wrong info and that I owe the unpaid amount. XXXX XXXX XXXX XXXX, a veteran, this is my XXXX home and Ive never experienced any issues with any lender until Freedom Mortgage. I only want them to fix my account like they said they would.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2022-08-02
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: I applied to get a loan through Freedom Mortgage. Freedom declined my loan because they weren't able to verify my CPA which isn't my fault. I offered to have my old CPA write a letter but they weren't taking it which seems odd to me. Im at risk of losing $ XXXX earnest money deposit and Freedom doesn't seem to want to help in any which way. Please Pleaase Help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX and XXXX Mortgage payments were marked as late when my account was in COVID forbearance. Payments were made ON TIME and held in a reserve account until underwriting completed loan update and applied funds to account. I was told by freedom mortgage no errors was made. I can NOT refinance because of 2 late payments on my credit report that needs to be removed so I can proceed with the process. Payments : XXXX XX/XX/2022 ; {$1300.00} XXXX XX/XX/2022 ; {$1300.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a barn fire that resulted in a total loss of our barn. XXXX XXXX issued the check to replace our barn to the mortgage come Freedom Mortgage of $ XXXX. Freedom Mortgage released XXXX of that and is holding the rest XXXX. We have had to take out a personnel loan to just cover the labor costs and now are being put in a situation where we will have to get another loan to pay concrete and electrical due to the mortgage company holding funds that are not rightfully theirs to with hold. This was an outbuilding that burnt down and had zero impact on our appraisal at no time should a mortgage company with hold funds that require home owners to get personal loans on to rebuild when the insurance company has provided them. We have provided estimates and they sent a third party with a camera to take photos so they could determine how much of the barn is completed? What if we had not decided to rebuild? This is unlawful I could understand had it been our home but still to put out families to get loans on their own to rebuild is ridiculous and should not have to be the norm for anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a recent widowed mother of XXXX young children. My husband was a United States XXXX and a Veteran. I have submitted a complaint to your company before due to Freedom Mortgage not working with me and My world came crashing down and changed in just a matter of seconds when we went to bed XX/XX/2018. I couldnt imagine that would be the last night my husband would be alive. XXXX XXXX XXXX XX/XX/2018 my life changed forever. XXXX suffered from XXXX and some other issues due to fighting for our country. My husband lost his life that night. My kids were my first thought and then everything else came later. I WAS ABSOLUTELY DEVASTATED. I could not go back to the house for months.When I finally did I tried so hard to keep up with all the bills but I wasnt able to. As a single mother with no help, no job or degree. My veteran benefits were not coming I was stuck so I fell behind on the house I didnt know how to go about things I was so scared. I am not on the loan or title of our home, only XXXX is and there was not a Will. The only thing I have is a letter XXXX wrote stating that I am to receive everything if anything happened to him. I did get my auction date postponed and have been in touch with the lender as I have been working on probate which has been a long process.My first court date on XXXX XXXX the judge said my petition was poorly done and I had to have a lot of things done to correct it so the next soonest court date was just XX/XX/XXXX and I was finally granted the petition for probate. I let Freedom Mortgage know what I have been doing and asked for a little more time and to postpone the auction so I can save my home and act in good XXXX want to save my home. They stated they could not do a postponement. This is the only home my children know. We have no where to go and no one to help besides the one person who reached out to me. She has been helping me learn about all of this. We have done everything to try and get the auction date postponed but Freedom Mortgage wont work with me. I now have a job and my VA benefits and can make payments and keep up with all my bills. I dont know what else to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93274
Submitted Via: Web
Date Sent: 2022-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been attempting for several months to assume the mortgage on my deceased mother 's home. I am the sole heir, and have been recorded on the title. I have made multiple phone calls, and sent several emails to advance this process. Upon each inquiry, Freedom Mortgage asks me to submit a mortgage assumption form. I have submitted this form on 3 different occasions. I have also submitted all other required documents ( death certificate, letters of administration, recorded title ). After submitting the form Freedom Mortgage completely ignores my request, and I'm forced to submit yet another inquiry to attempt to move the process forward. Also, I began asking Freedom Mortgage about removing XXXX from the existing loan. They again ignored my inquiries for a few months. Finally they replied that the current mortgage is FHA and is not eligible for an XXXX XXXX, but that I could simply refinance into a conventional loan to remove XXXX. Had Freedom Mortgage responded in a timely manner, when mortgage rates were in the 3 % range, this would have been a feasible option. However, due to their egregious delay, mortgage rates have doubled making a refinance option untenable. I believe this shows purposeful bad faith on the part of Freedom Mortgage, and would like the issues resolved immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93277
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A check in my name was sent to my mortgage company they will not apply this check they say they dont know what happened to it in the amount of XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38127
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was divorced in XXXX. I was awarded the home property. I was told I would need to send a Quit Claim Deed and Divorce Decree pages showing that I was awarded the home. I sent both of those over in XXXX of XXXX. I did not receive new documents for the loan modification to add missed payments to the back end of my loan totaling {$16000.00}. I reached back out to Freedom Mortgage again and was told that the documents weren't sufficient. NO CALLS FROM FREEDOM MORTGAGE! I had to reach out to them every time... They deemed them unreadable. I sent the documents via fax again. I finally received documents from Freedom Mortgage with my ex-husband still on the loan in XXXX. I contacted Freedom Mortgage and asked why I had received documents with both of our names and the response was that it was a mistake ( meanwhile, I'm incurring compounding interest charges on the forbearance that had come due and my account was put in " early foreclosure '' ). I asked for the correct documents, resent my documents a third time after retaining an attorney. I was told that I would receive the documents around the first week in XXXX. When I received the documents, they were the same as they were before except a higher interest rate for my modification because the FED just raised rates. AND, I am going to have a higher monthly payment than I had before. Talk about a bait and switch! This mortgage company is costing me thousands of dollars. Especially important to note that this a FHA loan. It is a federal loan. So they are scamming me while scamming the government by forcing people into unnecessary modifications due to their failures. My credit has been totally destroyed while all of this has been taking place. I have lost opportunities for my business because of my credit situation due to COVID Forbearance. I had to start a new job in a completely new industry because I was shut down. It is now XX/XX/XXXX and I still have not received the correct documents for my loan modification. I have spoken to representatives at Freedom Mortgage at least 4-5 times since I received the latest incorrect documents on XX/XX/XXXX. Each time, I was told that Underwriting or " this needs to be escalated '' and nothing ever happens. Meanwhile, I am required to make a payment on a loan modification that I have no written terms, no documents, NO DISCLOSURES and no real progress on. I was told today that this situation is on a supervisor 's radar but that documents may need to be submitted again. And, that I may need to submit my full divorce papers which are PUBLIC RECORD and not really anyone 's business. I don't know where I can go from here but seeking an attorney seems to be the only option. This is a messy, unorganized, untruthful, shady and predatory situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61614
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I went into forebearance with Freedom Mortgage. During the time I was in forbearance I was given information from Freedom Mortgage to apply for the XXXX XXXX assistance program. I applied for the program as soon as I received the information. I'm not sure of the exact date that I applied. My forbearance was due to end in XXXX and I still hadn't received an approval or denial from the XXXX XXXX assistance program. I explained this to Freedom Mortgage that I was waiting still waiting to hear from XXXX XXXX assistance. I was told about other options that I could do, but it wasn't explained that it would be one or the other. I was told that I had to accept the partial claim by a certain date. I wasn't aware that if I received the partial claim that I couldn't receive the XXXX XXXX assistance. I signed the papers on XX/XX/XXXX for the partial claim under the impression that if approved for the XXXX XXXX assistance it would pay the balance for me. I was approved for the XXXX XXXX assistance less than a month later after signing the papers. XXXX XXXX assistance sent a payment of XXXX, XXXX to Freedom Mortgage. This amount would have covered the XXXX, XXXX that I owed plus pay for an additional three months of my mortgage. I was then told by Freedom Mortgage that the money would have to be sent back because I had received the partial claim. I made my first payment in XX/XX/XXXX and my second payment in XX/XX/XXXX. I explained to Freedom Mortgage that if they had explained to me that I wouldn't be able to receive the XXXX XXXX assistance money if I accepted the partial claim I wouldn't have signed anything until I had received my approval or denial. I was told by more than one employee of Freedom Mortgage that there has been customers in my same situation and the modification was reversed. I spoke with several people at Freedom Mortgage and everyone of them told me something different. I was to that my situation would be sent to the escalation department to be reviewed. I was also instructed to send a message in the message center requesting that the money be held until the situation was handled. I did send a message requesting that the money be held. Instead the money was sent back anyway. Now I have a lien on my property that still puts me in a financial hardship. I contracted XXXX in XX/XX/XXXX and I haven't been able to return to work since due to health issues caused by XXXX. I have not missed a payment on my mortgage since I've been in my home. Now I'm in a situation beyond my control and I'm being penalized for it. Freedom Mortgage mislead me in this entire process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30815
Submitted Via: Web
Date Sent: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 my mortgage was 2 years seasoned and by any reasonable metric surpassed the LTV ratio required to remove PMI. On XX/XX/2022 I requested PMI be removed seven days later I received a letter from Freedom Mortgage denying the request because " all insurance premiums due within 30 days must be paid prior to removal '' and " the LTV radio must be above 80 % ''. The first statement is patently false. Regarding the second : they provided no reasoning or data/metrics for how they determined the LTV ratio or even what they determined that LTV ratio to be. After several follow up calls and messages via the Freedom Mortgage website I received a letter saying on XX/XX/XXXX stating " an AVM is not available '' and that further research is required. Freedom Mortgage is not acting in good faith. By delaying the removal of PMI they are breaking the law, denying people their rights and taking money from hard working people by burying them in form letters and procrastinating.
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: 2022-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A