Date Received: 2022-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage became servicer of mortgage originally from XXXXThe numeric of the address is/has been incorrect. The correct street address is XXXX XXXXXXXX XXXX XXXX.Incorrect address is XXXX XXXX XXXX XXXX.Fema ( gov agency ) has my flood insurance at the XXXX XXXX XXXX XXXX XXXX insurance has our hazard insurance as XXXX XXXX XXXX XXXXWe have 2 properties with border ( XXXX XXXXhome on it ) .Freedom will not recognize the XXXX Fema or XXXX from XXXX XXXXThey threaten to place forced flood and hazard insurance on our vacant lot.We have spoke with them numerous times.Sent them property records info from our county, showing XXXX with home,XXXX vacant.original mortgage show s on exhibit A of said, incorrect number address but correct nm mapping number.We have not been able to convince them to change number of address, so our escrow can be used to pay flood insurance, property taxes and hazard insurance.We both have XXXX scores upper 800 's and have never missed any payments of any kind.I feel Freedom is not listening to us, is about to enter into fraudelent billing for flood and hazard insurance on a vacant lot.Our escrow account can't be used, I feel unjusifiably.We would like the CFPB to intervene and possibly file suit on our behalf to solve our issue.Very frustrating to get no where with them after giving them information. Thank you. XXXX and XXXX XXXX and XXXX XXXX XXXX XXXX, XXXX XXXX DE XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX This is to explain the problem I am having with your corporation. In XX/XX/XXXX I phoned Freedom Mortgage after seeing an ad about how refi is a great option at this time. I explained I already had a mortgage with the corporation and that I was thinking about a refi and what would make using you a good choice. The loan would be used for a new roof and a wrap around porch. The porch also would allow me access to my swimspa that was purchased for a therapy pool as I can not walk far or quickly enough to get in good exercise. A covered porch would give me full access even during times of ice, snow or rain with safety. I was told that most of the info required would already be available and that the refi would be so much easier and quicker than using any other company. If I got my application in the 1st week of XXXX I would have an answer that the loan would go thru or be rejected by the end of the month. That was a straight up lie. I submitted my e-application XX/XX/XXXX and was notified then that I would have contact with a loan officer within a week. I did not hear from anyone so on XX/XX/XXXX I called to find out what had happened with my application and personal info. I was on the phone for XXXX XXXX min to try to find out where and with whom the application was located. XXXX, the person who was on the phone with me, told me that a VA loan did not have the same people to accomplish the loan as normal customers did, in fact it appeared that only XXXX person did them all in the entire corporation, XXXX XXXX loan nu. I placed a phone message to XXXX at XXXX. XXXX also passed on info XXXX, who was quite busy, would answer before XX/XX/XXXX about getting the loan or a rejection of the loan. Nothing. Again, I left a message on XX/XX/XXXX pleading for a connection with XXXX to answer so that I could just have a refi or go somewhere else as weather here in Wa was correct to have building done right now. All this time we had a XXXX on call to get a new roof line and covered porch so that I could go outside in bad weather. I use a walker when I am not in the house and bad weather is very hard for any type of outside mobility. In a small house I am trapped with looking out the windows to see our porch take shape with the rest of our savings, then stall as every day the cost of more building materials was going up as well as the labor costs. XXXX finally connected to us on XXXX XXXX with the requirements of what we had to give her to finish our application. A water test, copy of line of credit all signed by us on and submitted. The loan would close in 1st week of XXXX. The water test was only available on that day so we got into the truck and went to XXXX Wa, about XXXX miles away. Paid for the test, received the test kit and told that we had to get the test back to them that day or it would take a week to get the test. Drove back, followed all instructions and drove back as quickly as we could. As soon as we had the answer, we sent it to XXXX. On XX/XX/XXXX, she said she received all that info, but now needed to have info on our home insurance at the higher loan coverage before she could go on with the loan. What was going on?? Why did she not ask for all this info from the beginning? XXXX sent XXXX the info directly oh, she now needed payoff info for required for our Freedom Mortgage existing loan and for 15 days out. What? Did she not have access to that info from inside your corporation? It appeared not. But we could get the answer on this refi by the mid of XXXX. XX/XX/XXXX, call that all info was now in her hands. XX/XX/XXXX, we were at the level of XXXX XXXX XXXX XXXX and would be done by the XXXX week of XXXX Oh, by the way? Please send 15 day payoff info for the XXXX XXXX that we had requested for part of this refi money. The XXXX XXXX people was only able to send us the info, not directly to XXXX. So, by XX/XX/XXXX we had to be on the phone with XXXX of how to forward the info without having any typed of change that we might be able to change. XX/XX/XXXX, on the phone about getting all 15 day out info needed to be updated. XX/XX/XXXX, XXXX was removed as our Freedom Mortgage XXXX XXXX. We now found that we were at the beginning of some of this process. But the loan would be completed by XXXX, promise. Oh, now? We need to have the payoff info, why did they not ask for this before, for my XXXX. XXXX and XXXX, ( same person as 1st contact? ) XXXX now needed to have all updated info on all payoffs, new credit report, all forms updated, and a new water test done by a XXXX party company. We ended up paying over {$140.00} for a person to come out and take the water sample to the exact same place we took the XXXX XXXX. All results were exactly the same. Our XXXX was talking about us needing to find another XXXX as this was stalled for so long. XX/XX/XXXX, Freedom Mortgage received all info and the loan would close soon. XX/XX/XXXX, the loan closed with the sending of the check, well almost. We had to drive into XXXX to get it. We begged our XXXX to come back and he did. The crew was able to work for XXXX ( XXXX ) days before the rains came. There was no way to finish the work until the rains stopped long enough, about 5 days, to start working on the roof again. I am now sitting here typing this while the rain is falling down on XX/XX/XXXX and there has not been XXXX hours of dry since XX/XX/XXXX. I have not used the therapy pool except for about 3 times. I am not able to use the porch as it is not covered and it gets to slippery, especially with ice, snow, and the rain. It was my idea to do all of this and every single day I see what I have cost my family and the guilt is, on some days, almost overwhelming. I now hate living here seeing what this has done to my family and myself. As I reviewed this nightmare, I am reminded of all of those days where I was strung alone by Freedom Mortgage day after day, week after week, month after month. The total irony was not lost on me when in XX/XX/XXXX, XXXX XXXX XXXX gave a blog/speech about how much his corporation is concerned about Vets and working for them to make loans better and quicker. I am not even sure if the trusses and the supports are still usable after all this time. Over 100 days and then all that rain and they refuse to do anything, but we have NEVER been late on any of our payments!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Me and my family went through covid times just like everyone else in XXXX. During that time we applied for a forbearance plan that was not communicated at all. When we decided to start making payments again 4 months later freedom mortgage said we had to either pay the last XXXX months off or do a loan modification. Once we did the loan modification we settled with a XXXX APY and a XXXX mortgage payment. Once I received the documentation, my wife and I had signed it and returned it within the appropriate time. Apparently the paperwork had to be notarized but no one said anything about it. When I called and told them freedom mortgage said they would immediately send out a copy to complete on our end and notarized. I didn't receive the documents ever. Every week I called freedom mortgage to inquire about the docume ts for XXXX months. Once freedom mortgage finally sent me a letter it was about a new loan modification because I never signed the first XXXX. Which is wrong, we did sign them. I have a XXXX on record from freedom mortgage stating that freedom mortgage messed up and never got me the copy of the loan modification. But because they screwed up I missed out on a better rate and mortgage payment price. Now we have been forced to sign a new agreement for a much higher rate and payment. Higher than even my first mortgage payment. I am filing a formal complaint against freedom mortgage on playing the market and the economy against there word. Even with associates admitting to screwing up on this agreement. Please let me know what you need. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93422
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is against both XXXXXXXX XXXX and Freedom Mortgage- for double fees on payoff quotes, and for higher interest charges resulting in my mortgage transfer. XXXX XXXX- I listed my home for sale, and it went pending on XX/XX/XXXX XXXX XXXX - Pending XX/XX/XXXX - Roundpoint announces transfer of my mortgage to XXXX while I was pending. They immediately cancel my recurring payments, resulting in higher interest charges to Freedom mortgage. They also do not include new account number at XXXX in announcement, resulting in higher interest rate accruals as I struggled to learn the new account number and pay my mortgage. XX/XX/XXXX - XXXX quote requested from XXXX, but was ignored. {$30.00} fee assessed and shows in transaction at Freedom mortgage. XX/XX/XXXX - Welcome letter from XXXX, finally with new account number, 6 days after payment due date. Damage was additional daily interest accrual on my payment amount, previously automatically set but cancelled with XXXX. XX/XX/XXXX - Payoff quote requested from XXXX, another {$30.00} fee assessed XX/XX/XXXX - close of escrow. Both {$30.00} fees for payoff quotes show up on XXXX ledger and Freedom refuses to refund the duplicate {$30.00} charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98072
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Filled out 8 Loss Migration packages. All completely. Freedom mortgage kept needing paperwork. This been going on for 7 years. They foreclosed my house and I was put out. Now I have XXXX XXXX and XXXX due to Freedom Mortgage with no place to live
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sold our loan to Freedom Mortgage in XX/XX/XXXX. Back in XX/XX/XXXX XXXX offered us assistance to pay that month ( repayment plan ) in the amount of XXXX in 6 consecutive months between XXXX XXXX XX/XX/XXXX. Which we have done without a miss. The amount included XXXX regular monthly payment plus XXXX. Since the transfer in XXXX, we have continued paying the agreed repayment plan now to Freedom Mortgage. However, Freedom Mortgage has been holding every XXXX payment we have made to them and even to Roundpoint placing it in suspense account according to the Loss Mitigations Department at Freedom Mortgage. Therefore, making our account delinquent an entire month. Each payment we've made to Freedom the reps state that the payment will be accepted to pay the previous month. When asked why they are holding our money/ payment they state different answers including its not a full payment or simply that they don't know. We have sent Freedom Mortgage the XX/XX/XXXX repayment agreement paperwork from XXXX and even bank statement spending hours, days and months trying to seek help without any resolution. We express our concerns including all of this leading up to negative reports to the bureaus, NOTHING ; also, if there is any particular department / manager whom we could speak to, but they all state we are assigned to Loss Mitigation, and they send the information to some unknown department. Last person from Freedom I spoke to on XX/XX/XXXX, named XXXX # XXXX, said he was building my case to inform the XXXX XXXX. As of today, and within the last almost three months now, nothing has been resolved. Over the past months the communication of their findings is that we owe for a previous month nothing about our money, for XXXX, that they are holding on to that is supposed to repay agreement between XXXX and us. All payments have been made in full. They are going against the agreement as it was transferred to them and keeping our money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92374
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been in the process of trying to complete a loan modification for our mortgage with Freedom Mortgage. We experienced financial hardship due to COVID-19 and began to have difficulty paying our mortgage. We were placed on forbearance and when that expired in XX/XX/XXXX, were offered a loan modification. This while it seemed simple to me at first, has been extremely problematic, mainly because the mortgage company and/ or XXXX XXXX have failed to supply me with loan documents. The first time we were offered a loan modification and accepted it in XXXX XX/XX/XXXX, I was told that I'd be receiving the documents to be signed, etc. Some time went by, and because it was the holidays it escaped my attention that I hadn't received anything. I also wasn't sure how long it would take them to get the documents to me, so when I did call, a representative told me that the offer had expired. I had never received anything from them. So, I was informed that they would work up a new offer. I was also informed that each time an offer was worked up, the payment would generally increase. This time I was very diligent with tracking the documents and communicating with the company, including asking them to be sure to contact me on my cell phone as our landline was not a good way to reach us with important information. The documents for this offer were supposed to be sent on XX/XX/XXXX. When I didn't receive the overnighted documents, I called on XX/XX/XXXX and was told that the documents " hadn't left XXXX. '' This went on and on with me never receiving the documents and being assured by the representatives that everything would be fine as long as I made my first payment for this agreement on XX/XX/XXXX. This, along with numerous other falsehoods were told to me on my numerous calls to Freedom Mortgage from XX/XX/XXXX through to XX/XX/XXXX. We NEVER RECEIVED THOSE DOCUMENTS. And so I followed the instructions of one of the CSRs who told me to print and fax the signature pages. Again, I received correspondence from the company telling that the offer had expired because we failed to return the documents... Documents we never received. I did everything I could find in my power to do in order to make this agreement work and on XXXX, I received another letter telling me that they had prepared another loan modification offer with a higher interest rate and a higher payment despite being told by a representative that they would surely honor the most recent agreement since we had sent our payment and done all we could to return the important documents ( though she did acknowledge that they may not accept the faxed copies ). WHen I called on XX/XX/XXXX to express my deep frustration with the companies inept handling of a truly stressful situation and asked to speak directly with someone handling this issue I was told that " underwriters don't speak to customers. '' So, I told the rep that I wanted to escalate the issue and was told I should hear back from someone by the middle of the following week ( that would be today ). I have not heard anything via phone or email. Not only do I feel that there has been a gross mishandling of my case, I suspect something more insidious in a housing crisis such as it is, and I have absolutely ZERO CONFIDENCE that these documents will arrive to my home. I have written to the company with detailed descriptions of the conversations I've had with reps and reuested that they honor the offer that was made on XX/XX/XXXX as it was through negligence and lack of communication within the company that caused the issues at hand. I was never acknowledged by them. So, I am writing here to ask for help and/ or mediation. There is something very wrong here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX XX/XX/2022, Freedom Mortgage Company sent a pay off statement to my Title Company which included my XXXX XX/XX/2022 balance. When forwarding the document over they failed to disclosed that if we did not close prior to XXXX XX/XX/2022, the account would be updated with a 30 day past due notice. They were advised on the intent to close on XXXX XX/XX/2022. On XXXX XX/XX/2022 the account was paid in full, however the company reported the account 30 days delinquent. During the closing of the loan, Freedom mortgage made no attempts to contact myself or the Title Company with questions about a " late payment '' or made any indication that a XXXX XX/XX/2022 date would present any issues. The company has a history of being misleading customers and mishandling their funds. In XX/XX/2022, the company used my escrow funds and paid property taxes for another parcel. As a result they charged me an additional {$500.00} a month for the month of XXXX, XXXX and XXXX to cover their mistake and mismanagement. In XX/XX/2022, I received the estimated property taxes for the following year and realized my escrow was incorrect. It was not until I called the company that they admitted to their mistake readjusted my payments and refunded the balance on my escrow. This company is not here to support veterans and quite often takes advantage of them. On a XXXX page for officers, there was another veteran who experienced the same situation in regards to her property taxes. This needs to be investigated thoroughly, as they should not be allowed to take advantage of our VA benefits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33407
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Freedom continues to provide an inaccurate payment history which is needed for my current refinance. I have spoken with Freedom on numerous occasions to resolve and they continue to provide an inaccurate payment history. Freedom responded to my previous complaint citing the following : STATUS Company responded on XX/XX/XXXX RESPONSE TYPE Closed with explanation Company 's Response XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX Re : Your Complaint to the CFPB Complaint XXXX Dear XXXX XXXX, We have reviewed your complaint and researched the issue regarding the information being delivered to the credit reporting agencies ( CRAs ) for your XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX payments, as well as your XX/XX/XXXX payment. After review, there is no issue with the way these months are being reported. XX/XX/XXXX was paid late on XX/XX/XXXX. XX/XX/XXXX was paid late on XX/XX/XXXX. XX/XX/XXXX was paid late on XX/XX/XXXX. All three payments were paid late so they are being reported accurately. After your XX/XX/XXXX payment of {$1600.00}, there was enough money in your unapplied funds account to make a second payment, satisfying your XX/XX/XXXX payment and bringing your loan current, so XX/XX/XXXX was reported current. XX/XX/XXXX was paid on XX/XX/XXXX and XX/XX/XXXX was paid XX/XX/XXXX so these three months were reported accurately as current. If you have proof from your bank that you made more than one payment in any of the months above to bring your account sooner, please submit it so that the issue can be reviewed further. If you have questions, please feel free to contact us at ( XXXX ) XXXX Monday through Friday XXXX to XXXX and Saturday XXXX to XXXX XXXX XXXX. Very truly yours, XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX, NJ XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I filed a complaint with CFPB in XXXX of XXXX regarding my mortgage company, Freedom Mortgage, incorrectly submitting paperwork to the Veterans Affairs for a VA Partial Claim due to a forbearance. I had been attempting to resolve the mortgage forbearance for over a year, and reluctantly agreed to the VA Partial claim in XXXX XXXX of XXXX, and signed the Partial Claim agreement in XXXX of XXXX. I heard no more about it, and then in XXXX of XXXX I was informed by the Veterans Affairs that they denied the VA Partial Claim due to it being filed incorrectly by Freedom Mortgage, and that it could take as much as six months or more to resolve. At that point I requested for the Partial Claim to be stopped, as I wanted to pay the full amount of any deferred money owed directly to Freedom Mortgage so that I could move forward financially from this issue. After many attempts, messages and phone calls with the representatives from Freedom Mortgage, and the assistance from the Veterans Affairs, I finally filed my complaint with CFPB, and the issue was resolved, or so I thought. Freedom Mortgage finally accepted the deferred money owed on my mortgage directly from me, and my account was shown in good standing, as I requested, and as was agreed upon by Freedom Mortgage. I was no longer in a forbearance, and all financial obligations were paid and current. I have had no late or missed payments dating back to XXXX of XXXX when I was still in the forbearance plan. Now, as of XX/XX/XXXX when Freedom Mortgage reported my mortgage as having three missed payments for the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, showing my account in default, and dropping my credit score over 80 points. I thought this was just an oversight, but after speaking with Freedom Mortgage representatives, it is clear it was intentional. I have called requesting to speak with a supervisor, never reaching one, and being told I would receive a call from one, ( to this date still no call from anyone ), and I have sent messages via the company website, with no response. My mortgage payments were made, received on time, and in the full amounts for all of the months they are reporting as missed payments. I am requesting these missed payments, and any other derogatory marks or issues be removed from all three credit buraus. On XX/XX/XXXX Freedom Mortgage did update my credit account status, stating my account is now current, but the missed payments are still showing on the account, and the impact on my credit score and credit rating is extremely detrimental Please remove this derogatory information from my accounts, and show my account in good standing with no missed payments, as previously agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A