Date Received: 2022-07-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 I submitted a loss mitigation package to Freedom Mortgage. I was informed on XX/XX/XXXX that the package was missing a copy of my taxes and paystubs for my husband. I called Freedom and explained that the taxes were filed and mailed to the IRS in XXXX and we my husband did not have paystubs because he is self-employed as an XXXX. I was then told to send in IRS form F4506 and my husband 's bank statements showing deposits from work that he'd done. We resubmitted the requested information on XX/XX/XXXX. I called a month later on XX/XX/XXXX, and was informed the loss mitigation case was closed because they needed my husband 's paystubs. I explained to the agent again that my husband is self employed and there is no way to get a paystub and there is absolutely no mention of paystubs for self employed people on their list of documents. My husband also called on that day and spoke with an agent who told them that the package should have never been closed and it was going to be reopened he was told to send over his bank statements and a signed F4506 by XX/XX/2022. We also received a letter with this same information. On XX/XX/2022 we resubmitted and completely new package since the old one was dated XX/XX/2022. I never received any communication from Freedom until I called on XX/XX/2022 to check the status and I was told that the package was with the underwriter for final approval and there was nothing else I needed to do. On XX/XX/XXXX, I received a letter from Freedom demanding the entire past due balance by XX/XX/XXXX. I call Freedom to find out when they sent an denial letter for the XX/XX/XXXX application and they said the " denial was issued in XXXX ' '' What about my XX/XX/XXXX application? So I was told to submit yet another package and we did on XX/XX/XXXX, with all of the requested information, including the tax return and the profit loss statement. I reached out to Freedom on XX/XX/2022 after receiving a letter from a XXXX attorney. I was informed that once again, my package was on hold until they received my husband 's paystubs. I reiterated again that he does not have paystubs because he is self employed and I was told again, that he needed to have them or they would not move forward. My frustration is there is nothing about paystubs in their list of required documents for self-employed. The requirements for self employed people state they only need the Schedule C and Profit Loss Statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom was to send money from my escrow to my new insurance company. The insurance sent a bill at the beginning of XXXX. I followed up at the end of XXXX and they hadnt sent the money which they promised to do. I followed up again today and still no payment. I also sent the refund from my old insurance and in the memo on the check said it was for escrow. They put it towards the principal. I called and asked them to fix it. They said they would. They only put {$140.00} of {$4500.00} in the escrow. I called again today. They again said they will. They are terrible. I want resolution of my problems without having to call them 5 times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80207
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just had my home refinanced and the loan was purchased by Freedom Mortgage. I attempted to make my payment via ACH payment using my checking account online only to find out the payment was reversed days later. I began to get calls regarding a late payment and I explained that I made the payment and they said it was reversed for the wrong account number. I made another payment attempt and even removed the payment type and re-added it copying it from my banks online account portal. It was reversed again. I made another attempt and it happened again. I called each time about this and was told I input incorrect information. I spoke with several agents yesterday and was told I needed to speak with my bank because it is an issue on their end. I spoke with several agents there and they said no payment attempt has been made and there are no issues. I spoke with someone again at the mortgage company and they suggested I add the zeros before my account number, so I attempted to make another payment. I was called by a supervisor regarding this issue today and they continued to suggest the account number was being input incorrectly when I explained that the full account number is being used. I use this same account for all of my other ACH payments and have had no issues besides with Freedom Mortgage. I am now worried that this will impact my credit rating for non-payment when I have made multiple attempts to make the payment with confirmation numbers and the payments are not being processed. Their support has been lackluster.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93619
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on the forbearance program for XXXX months after the forbearance program mortgage company offered to modify my loan but instead of keeping payment the same or lower the monthly payment increased and the interest of the loan increased as well from 3.875 % to 5.125 %
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10512
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to have freedom mortgage to fix the paperwork on my mortgage to change the name I had gotten a divorce I had a divorce decree and a quick claim deed and still to this day I have not received the PaperWorks in the correct names this is that been going on for quite a while then Covid hit I lost my boss a job and had my son and his girlfriend living with me I fell on hard times I was told to the mortgage company that there was a full branch plan that I could get into and I could refinance my loan without any credit check which took my payment to {$480.00} then the program came out from XXXX XXXX I applied for that because at that time I was XXXX something behind on my mortgage then freedom mortgage had sent information to the XXXX HAS stating that I was not in behind on my mortgage that my payment was going to be pushed to the back of my line now for some reason or another they took me off of the for XXXX XXXX and my mortgage went up to XXXX and something dollars I have had nothing but problems with this company is trying to get the PaperWorks corrected signed notarized and sent back they keep saying every time I call they need this paper they need that paper then they say oh yeah well we found it here Ill submit it to them telling them in the underwriter department that it is here well still to this day I have no correct PaperWorks to sign and I dont know whats gon na go on as far as the XXXX program if I can get any help now because now XXXX and something dollars in the rears on my mortgage so I really need help with this company this mortgage company Freedom Mortgage has been nothing but headache after headache after headache each person I talk to gives me a different story different information and still some of them say they need this paperwork that paperwork and that they was also going to bring it to a supervisor I have yet to receive a phone call from any supervisor stating that the issue was fixed and I will be receiving the PaperWorks upon requesting an appointment with a notary so that the papers can get notarized
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XXXX XX/XX/XXXX, Freedom Mortgage issued a ESCROW Refund Check # XXXX for the amount of {$1900.00} for account loan number XXXX in which was my previous loan with Freedom Mortgage. I had a escrow overage for the aforementioned amount and was due that amount to be refunded to me. Freedom informed me XXXX XX/XX/XXXX they mailed a check for the aforementioned amount to my home address and subject property, XXXX XXXX XXXX, XXXX, VA XXXX. I NEVER RECEIVED THE CHECK AND OR CORRESPONDENCE IN REGARDS TO THE CHECK UNTIL XXXX XX/XX/XXXX. Freedom Mortgage informed me that because the check WAS NOT CASHED, they ( FREEDOM MORTGAGE ), APPLED the refund to my current mortgage with them for account # XXXX, in which I was informed there was an escrow shortage. I have called on numerous occasions since receiving the letter from Freedom in XXXX to seek resolution in regards to my refund. My last conversation was with a rep named XXXX XXXX, Agent ID ( XXXX ) XXXX on XXXX XX/XX/XXXX in which XXXX XXXX assured me ( XXXX XXXX XXXX, that he would escalate my concerns to higher up and provide resolution by XXXX XX/XX/XXXX. XXXX XXXX did not and has not followed up with me as of today 's date. I called on XXXX and XXXX XX/XX/XXXX and was told XXXX XXXX would call by XXXX a.m. on XXXX XX/XX/XXXX. THAT DID NOT HAPPEN!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refuse to drop my PMI even though I have almost 30 % equity also over the past year had issues with my escrow and the lender not paying my insurance for over a year did not have any insurance without my knowledge and raising my mortgage at the same time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: we have been trying to re-finance a mortgage loan since XX/XX/2022. XXXX is the mortgage agency with the existing loan. we owed XXXX balance on the property, we entered the forberance program for delay payment for the covid 19 option for about 18 months, we still made payments on the account, we learned the Freedom Mortgage was the company we needed to go through to do a re-finance and a cash out. 1st time the Freedom underwriter person was not someone that i felt comfortable with, so we reached out to other lenders, but learned that Freedom was the company that represtented XXXX, so, we felt it would be easier to re-finance through Freedom due to they are the companies underwriter for XXXX, we had to do the whole loan again - so the refinance rate before was about 4.5, or 4.6 - now the rate is up to 5.5 or 5.6. however, I sent all the paperwork in as much as possible. last email i got was that the loan was denied do to incompleteness. i told the underwriter, we paid XXXX for the appraisal, and they are still charging us XXXX for the appraisal, XXXX XXXX XXXX has a 0 % interest rate, so we would loose money, and a few other accounts we had 0 % interest rates. i also informed them that i paid off XXXX XXXX [ XXXX ] sent them the bill, and told them that we signed documents to give them access to any accounts needed to complete the loan. this is the worse experience we have ever had concerning the loan, and the XXXX account shows paid off, and i dont see the mortgage on credit report, and i am beginning to think suspicous motives may be a factor. the loan has over XXXX worth of fees and closing costs, and no one will return my call. i am extremely worried about this, as i know they have a lot of fraud in the industry for mortgages. the property appraisal is XXXX we are only wanting XXXX mortage, I am XXXX XXXX XXXX and i informed them to speak to my son about any and everything concerning the loan. we have also been making payments throughout the covid 19 forbearance option for the time. the last few months, we have been making payments of about XXXX monthly. we also wanted to have the options that if i were to pass away, i wanted my son to be able to assume resposiblity of the loan. but they have not contacted him. i have included the documents of concern- credit history, emails between my son and freedom contact person. i was informed mortgage rate was locked in until XX/XX/2022 - my son tried to contact them over and over about the concerns, but no one will respond to the emails or phone calls. this is what makes me more concerned is that the info they were requesting was for credit card bills, to which i sent all they asked for with maybe exception of the updated pay off for XXXX XXXX which was XXXX and the XXXX XXXX bill that informed them that they would send me a paper statement in the mail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77087
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My VA mortgage is handled by Freedom Mortgage. In XX/XX/XXXX my mortgage went into loss mitigation due to XXXX. In XXXX I made several payments to Freedom for XXXX and XXXX and my mortgage came out of mitigation after in XX/XX/XXXX. I made my XXXX payment on the XXXX of XXXX for XXXX but they never applied it to the correct month of XXXX. Instead Freedom applied the payment to principal. This cause my payment to be a month behind. I have written several times trying to get this rectified by I had no luck .I have had several request by managers but freedom refuses to move the payment to the proper month of XXXX to get the mortgage brought up to date. Freedom sent late payments to my credit record and it hurt my credit. I had nothing but lip service from Freedom mortgage and their staff has miss informed me about payment information telling me not to make payments because I had extra money in the old mortgage that had to be brought forward. This cause confusion with representatives from Freedom. I asked they move the money that was paid for XXXX so the account is brought up to date. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32927
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, my loan was evaluated for mortgage assistance by Freedom Mortgage, as my Covid-19 Forbearance Period was due to expire on XX/XX/XXXX. On XX/XX/XXXX, I received a letter from Freedom Mortgage dated XX/XX/XXXX, stating that I was approved for the Covid-19 Owner-Occupant Loan Modification ( FHA Standalone Loan Modification ). I called Freedom Mortgage on XX/XX/XXXX to confirm receipt of the approval letter and to make sure I understood the terms of the offer. The agent confirmed my new terms as outlined in the approval letter received ( attached ) : new monthly payment of {$1100.00} with a fixed interest rate of 2.125 %. Under the new terms, my first payment of {$1100.00} was due on XX/XX/XXXX. I was told that I would receive the loan modification paperwork by mail that I would need to review, sign, and have notarized before returning to Freedom Mortgage, this paperwork was never received for my review. After ensuring that I understood the terms discussed with the agent, I signed and dated the approval letter on XX/XX/XXXX and sent to Freedom Mortgage via email. I was also notified of receipt of the signed approval letter by an agent. As of XX/XX/XXXX, I have not received the loan modification paperwork under the terms outlined in my approval letter dated XX/XX/XXXX and my account is still showing a delinquent balance. I have been making the payments of {$1100.00} as reflected in my original approval letter. For the past XXXX months, I have been diligent in my follow-up to ensure that my loan modification paperwork be mailed to me so that I can send it back for processing and my account brought to a current status. I have spoken to several agents who have been inconsistent in action and communication. I have also made numerous requests to have a supervisor call me so that this matter can be escalated and resolved. To date, I have not received a follow up phone call from a supervisor. I received a letter dated XX/XX/XXXX stating that I must cure the default on my loan in the amount of {$17000.00} by XX/XX/XXXX. My latest communication was sent to Ms. XXXX XXXX, an Escalation Specialist on XX/XX/XXXX via email. I have requested that she call me to provide an update on the status of my loan modification and my concern over the cure letter I received to cure the default on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A