Date Received: 2022-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage is a complete and total crapshoot. I feel as though they are refusing to even assess the documents FROM THE GOVERNMENT that I have provided that show PROOF of the appraised value of my home. They are trying to tell me that my loan to value ratio is only 96 % ( which doesn't even make any sense, since I put 5 % down, so technically with that math it is 91 % ). I received a letter from the tax assessor stating my appraised home value is {$240000.00}, which I submitted to Freedom Mortgage and asked them to kindly remove the PMI since I clearly had more than than enough equity in my home ( 78 % XXXX to be exact ). I have spoken to multiple people at multiple timepoints, including supervisors at Freedom to try to resolve this issue, and every time I get conflicting results. Last year when I called them, they told me the only way I could remove the PMI was to refinance. So, I went through the whole process of refinancing and once we finalized everything and I went to sign the loan document, they completely changed the terms of the loan and made it an FHA loan ( WITH PMI!! ) and the person in charge of packaging the loan stopped responding to all of my calls/texts/emails. Every time I called them, they could not get him on the phone and told me that since I was working with him on the loan, no other loan officer could touch it or answer any of my questions. I then was referred to his supervisor, who also completely blew me off, and eventually instead of discussing with me what the XXXX happened with all of it, they just withdrew my loan! Which not only XXXX me off because I never requested it, but also they had already ran my credit and it affected my credit score so I couldn't refi with another lender. They other option they told me I could do was to prove I had made substantial upgrades to the property. I told them what changes I had made ( upgrades to all electrical outlets, complete upgrade of downstairs bathroom and upstairs bathrooms, etc. ) and the woman on the phone said that " would not be enough to justify a reappraisal. '' Then, today when I called, the man on the phone said that WOULD be enough and that he would send me a letter in the mail to fill out every change/upgrade I have made to the home since purchasing it. Not to mention, every time I call Freedom, I am on hold for at least 10-30 minutes before I can even get to a live person because their menu is so absurd. I have wasted too much of my life on this so far and I am over it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi- I was charged a payoff quote request fee of {$30.00} on XX/XX/23 1/ I think this was deceptive as I didnt know there was a fee to request a payoff quote 2/ The website payment fee schedule on the website says the fee should be 'up to {$20.00} ' 3/ I've had multiple mortgages in my lifetime and do not remember being charged any fee for a payoff quote
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98006
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: since XX/XX/2021 I had been trying to get an unemployment forbearance. I have applied and reapplied several times. the company decided to give me a covid deferral without my knowledge. However they kept sending out the packets. I turned everything in and they still did not offer me the forbearance. finally they sent a modification packet with a due date yet I still don't have income! I called and declined the workout and they said they would give me a short term deferral. while i was waiting for the short term deferral. the company called me and said none of my applications have gone through. my primary lender was any employer and they had laid me off. right now my industry is laying off in record numbers. and I'm trying to figure out why i cant get simple help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Pursuant to 15 USC 1602 ( d ) and 1602 ( h ) my Mother, XXXX of the family XXXX, being a natural person, was unable to engage in commerce and thus never owed any debt. On XX/XX/XXXX, XXXX of the family XXXX was granted an extension of her credit via Freedom Mortgage Corporation. Pursuant to 12 USC 1431 ( a ), since Freedom Mortgage Corporation is a national mortgage bank, they borrow money and never loan. Pursuant to 15 1602 ( c ) the only appropriate way of engaging in commerce is with XXXX XXXX instead of XXXX of the family XXXX and honoring and respecting Uniform Commercial Codes 3-602 and 3-603. Pursuant to 1602 ( k ), the social security number on record should be utilized to credit/off-set the balance of the account to zero. Freedom Mortgage Corporation mailed out correspondences dated XX/XX/XXXX and XX/XX/XXXX acknowledging receipts of payments. Freedom Mortgage declined the payment and according to Uniform Commercial Code 3-603 automatically discharges any debts owed. Each and every payment that has been made towards this mortgage is a violation of 15 USC 1692e ( 2 ) ( A ), 15 USC 1692e ( 4 ), 15 USC 1692e ( 5 ) and 15 USC 1692e ( 10 ). The Mortgage via Freedom Mortgage Corporation is a violation of 12 USC 29.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30906
Submitted Via: Web
Date Sent: 2022-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: FREEDOM MORTGAGE STAY AWAY FROM THEM. If you are a veteran or someone who is using freedom mortgage, please stay away from that company, especially when you are trying to refinance with a different company. They lied to this company so that way I couldn't be able to refinance with them. Here 's my story and how they try to XXXX me over. In XXXX of 2021, I received and signed a modification agreement letter from Freedom Mortgage. My three trial payments for this agreement began in XXXX of 2021, and I have made every payment on time since then, except for XX/XX/2021. Freedom Mortgage claims that I have been delinquent on my payments since XX/XX/2021. This statement is false, and I have all bank statements to show I made those payments during that time frame. my ex-wife and I signed and notarized all required loan modification documents on XX/XX/2021, and sent them back to Freedom Mortgage. In XXXX of 2021, after I had completed all requirements for the loan modification, I received a letter from Freedom Mortgage stating that I was no longer eligible. I got XXXX XXXX, VA Loan Technician, involved at this time, who also had to get her supervisors involved to handle this situation. I was told not to make my XXXX payment until Freedom Mortgage honored their original loan modification agreement. Freedom Mortgage took two months to process the loan modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95687
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage includes two lots of land. One where my home is located and one vacant lot next to it. I started a partial release of the vacant lot with XXXX XXXX in XXXX. XXXX then sold my mortgage to Freedom Mortgage in XXXX. Now I have been working with Freedom Mortgage to get the partial release and one of the steps is to get an appraisal on the home and land. I paid {$570.00} as requested to Single Source for an appraisal on XX/XX/2022. I then was told on XX/XX/2022 that the new price is {$770.00} for the appraisal. I did approve the new price as we have no other options as we need this for a partial release, but any reasonable consumer ( including myself ) considers this a UDAAP violation as well as bait and switch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sirs, My issue is with Freedom Mortgage. I have an escrow account with this mortgage servicer. This is the second year that I have had my mortgage with this company. My insurance carrier is XXXX. XXXX provides my hazard insurance policy and my earthquake insurance policy alike. In XXXX Freedom Mortgage paid both of these policies together. This year, XXXX Freedom Mortgage paid hazard insurance in a timely fashion. These funds were extracted from my escrow account. I later received the bill from XXXX inquiring payment for the earthquake insurance. Upon due diligence on my part I came to find out that Freedom Mortgage had not paid the earthquake insurance. Freedom mortgage stated that they will not be paying the earthquake insurance due to the fact that it is a not needed insurance to satisfy my loan requirements. My earthquake insurance policy is {$210.00} per year. Upon payment of my hazard insurance there was a balance of {$350.00} in my escrow account. All other funding has been satisfied for the fiscal year of XXXX. Through telephone calls I requested that Freedom Mortgage send me a check for the balance of the earthquake insurance, {$210.00}. This request was made on XX/XX/XXXX. On XX/XX/XXXX. I called Freedom Mortgage to inquire the status of my request. I was informed that a check for less than {$98.00} was mailed out to me on Friday, XX/XX/XXXX. Here is my complaint : Throughout the past year Freedom Mortgage collected funds from my monthly payments to supplement the two insurance policies. There was enough money in my escrow account for a total refund to cover my earthquake insurance policy. Total amount per year that my escrow account needs to cover his less than {$1.00}, XXXX. With a refund of less than {$98.00}. The buffer in my escrow account is a little over {$200.00}. For a escrow account to pay out {$1100.00} per year I do not believe a 20 % buffer is necessary. A 10 % buffer would be adequate. If they had refunded me to {$210.00} freedom mortgage would have a 10 % buffer in my account. I do want to reiterate that this was money collected throughout the year to fund these policies. And there was two adjustments done to my escrow account to satisfy the policies throughout the XXXX fiscal year. In today 's time finding {$110.00} extra dollars ( {$210.00} - {$98.00} = {$110.00} ) is not the easiest task to overcome. In speaking with Freedom Mortgage I never had a chance to speak with anyone from the escrow department. All I could speak to was PSR 's who was able to read a computer screen detailing my account history. Can the CFPB retrieve the balance of my funds? My Freedom Mortgage account number is XXXX. Thank you in advance for your time in this matter. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 I review my mortgage statement from Freedom Mortgage Corporation and realize that it had increased in the amount of {$100.00} due to Other/Optional Products XXXX once I contacted the bank they proceed to inform me that this was a home warranty and told me they needed to transfer me to the company so I could cancel it, when I ask why was I enrolled in that product they just transfer me, I spoke with 3 representatives at the company XXXX XXXX XXXXXXXX and they just keep transferring me to someone who could cancel the account until the account last employee from XXXX XXXX XXXX Hang up on me I call Freedom Mortgage Corporation back to explain the situation and customer services representative told me that she could not help me and I needed to contact the company to cancel so I told her to try to get a representative on the line who could help me and she realized the she could not get anyone to cancel since they hang up on her, I requested a manager and a man called XXXX came to the phone to explained that there was nothing they could do, then I request to cancel my auto payment and were unable to do it either I've been at this for the last 4 hours, in my opinion this is a Fraud perpetrated by Freedom Mortgage Corporation in collusion with XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32751
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I was adjudicated to being 100 % XXXX veteran which allowed me to exempted from state property tax on XX/XX/XXXX I was informed that I was approved for exemption by my mortgage company who I had just refinanced with, they charged me closing taxes and rolled over my existing escrow totaling over {$5000.00}. In XXXX I was to be issued a check and to wait 30 days to receive that check in the amount of {$2500.00} to which I have never received. I waited 45 days for the check to arrive and called Freedom Mortgage back letting them know I wanted the check to be re-issued. I was told it would be re-issued and to wait two weeks to receive it. I waited 2 and a half weeks to receive the check and it never arrived. I called Freedom Mortgage back and they said they would issue a check again. I still have not received my tax refund check and it has now been over 3 months. I have called them and they are not able to provide my tax refund due to not having the funds in escrow. They have since sent a letter saying my payment is going up {$60.00} in XXXX due to not having enough funds in escrow due to my homeowners insurance going up and that they are going to refund me {$1600.00} and to expect any additional monies. Furthermore when I asked to speak with a manager they said there is no direct contact with management to resolve customer issues, and had me hold until someone came available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I acquired an FHA mortgage in XX/XX/XXXX for the purchase of my first home. It was arpprox {$130000.00} The mortgage has since changed hands twice. My current servicer, Freedom Mortgage, refinanced it at a better rate, but added a nearly {$11000.00} balloon payment to the back end, so I now owe {$140000.00} -- - more than {$10000.00} of my original mortgage in XXXX! I did not take any money out for the refinance. I had fallen behind in payments, but also paid most of that back during XXXX when XXXX XXXX had my loan, just before Freedom Mortgage took over. This seems very wrong, I don't understand. Please review the transfer from XXXX to Freedom and the refinance to make certain all amounts are correct. Also, please explain the balloon payment that has been tacked on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A