Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage got bought out by Freedom Mortgage Company in XX/XX/XXXX. I called in to make the first payment. Set up the online payment option. Tried to make the payment for XX/XX/XXXX on time and the system didn't take the payment. I had to call in to make the payment in XXXX. I was laid off the first week of XXXX XXXX.I also got XXXX XXXX the first week of XX/XX/XXXX. I tried to make the payment in XXXX and they didn't process the payment. Seeing how I was dealing with XXXX and behind on money I applied for Covid forbearance. I tried to make my payment in XXXX and they didn't process my payment. My brother in law tried to help us get caught up and went to make a {$1000.00} payment on our behalf on XX/XX/XXXX with the mortgage statement I gave him to call up with. They didn't apply the payment. I have been unemployed since XXXX. I tried to call in the beginning of XXXX to make the XXXX payment and see what I can do with the past payments and they told me the whole past due must be paid or I must refinance. I told them it wasn't fault, that I tried to make the payments in XXXX and XXXX and they wouldn't take my payment. They told me it was me or my bank, that it wasn't their fault. I went to my bank and they showed there was never a returned payment or insufficient funds in XXXX or XXXX. There was no proof that Freedom Morgage tried to attain the funds. I never missed a payment in over 7 years living in our home until they bought the mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm struggling to get my loan modified after Covid Forbearance. This is my 2nd complaint submitted in this process. I successfully completed my 3 trail payments last XXXX, XXXX, and XXXX and have been calling constantly on the status of my modification with no real response. I always receive a different answer and told the company is behind on documents. In my last complaint I was told I was approved for a motification and that loan documents would be overnighted to me which they never were, I reached out to the company and was told my payment amount was $ XXXX ( Escrow ) with a interest rate of 3.850 % and first payment was due XXXX. I called on XXXX to make that payment on time. I then received a document on XXXX stating that the load had gone back to the underwriter and was revised again now increasing the payment to $ XXXX ( Escrow ) and the interest rate would be moved to 5.1 %. When called I was told because of the delay with the company the underwriters were not able to work with the original documents and had to revise it. This new first payment would be due XXXX. I was told again that I would be receiving documents overnighted to sign to lock this in place. As of today XX/XX/20 I have still not received any documents and am VERY concerned that I will make this payment on XXXX and then be told things are changing again. I do not feel I should be paying the higher interest rate of 5.1 % in the first place as in my original complaint to to the CFPB I was told that my loan was modified for 3.85 %. This process has drawn out almost a year now with what seems no end - I simply want this modification completed so I can get back to monthly payment schedule.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 560XX
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage has misplaced approximately {$4000.00} of my escrow account that was refinanced in my mortgage loan. now they want me to replace it b y increasing my escrow from approx. $ XXXX. to $ XXXX. I have called them over 15 times and emailed the same amount of times. I have all documents to show and prove this. They say they will foreclose if I do not pay the {$4000.00}. Even though it was finance into my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27909
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My father has a current mortgage with Freedom Mortgage. My father died on XX/XX/XXXX and I have since been appointed the administrator of his estate and been granted the consent to sell real estate by the probate court. Freedom mortgage refuses to provide me or my attorney And title company with the requested payoff information. I was informed on I would have to work with Freedom mortgage to become a successor in interest, and only then could I obtain a payoff amount. On a phone call to freedom mortgage on XX/XX/XXXX, I was informed by Freedom mortgage representative XXXX that I needed to fax in my letters of authority, death certificate and consent to sell real estate to initiate the process of becoming a successor in interest. XXXX stated that it would take up to 72 hours to upload those faxed documents to their system. Those documents were faxed in and I have a copy of their receipt. I called in 2 days later to check on the progress of my request and spoke to XXXX, who informed me that the request can take up to 8 business days. I then Asked to be transferred to a supervisor, given the inaccurate information I had been given about the turn around time. I was transferred to supervisor XXXX, XXXX stated that in fact, it could take up to 14 business days to upload faxed in documents. Additionally, she told me that I needed to fax in a copy of my drivers license, which had not been mentioned on my previous calls. My attorney faxed in a copy of my drivers license on XX/XX/XXXX and we have a receipt of that fax transmission. My attorney received a fax on XX/XX/XXXX that my drivers license was needed, despite it having been faxed 7 days prior. My attorney faxed over, for a second time my drivers license, we have a receipt of that fax as well. When I spoke to Freedom mortgage today ( XX/XX/XXXX ), the agent I spoke with was unable to clearly outline the next steps in the process on how once confirmed a successor in interest, I could grant permission to my attorney and the title company to obtain the payoff amount. I was transferred to supervisor XXXX Rep. Id # XXXX, who had no explanation on why my original fax was not received on XXXX and that it would take 7-10 business days to review my documents, which they state were received for the first time in full on XX/XX/XXXX. The property in question is in contract and scheduled to close mid XX/XX/XXXX. I dont mind working with the mortgage company to obtain authorization to get the payoff amount ( the only information we are seeking ), but when that company fails to accurately outline their own procedures, lose documentation and can provide my no estimated completion date, I am seeking assistance from the consumer protection sector, as I can not allow the sale of this home to be forfeited due to the procedural shortcomings of the lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43119
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This started when Freedom mortgage took over my account. My first statement from them was on XXXX. First they cancelled my home owners insurance without notifying me. I didn't know this until I tried to purchase another home in XXXX of XXXX and was informed from my loan XXXX. By that time rates had gone up and the best one I could find was an additional {$600.00} a year. Then I received a letter from my insurance company that they were about to cancel me for non payment. When I called Freedom mortgage they said it had been paid. That was a lie. I had to have my agent XXXX way call to get a straight answer so that they would actually pay. Now that all this has happened that are raising my mortgage payment from {$810.00} to {$1000.00}. My county taxes have also gone up {$200.00} this year. So its an additional {$800.00} a year. I don't see how they can get away with charging me an additional {$2900.00} a year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65721
Submitted Via: Web
Date Sent: 2022-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX we were refinancing our home to get a lower mortgage rate. My wife and i both got XXXX the week we were to close on the refinancing. since we could not sign the closing documents at that time we called Freedom Mortgage and tried to set up another closing time. they put us in COVID which had us not paying any payments for 12 months. this was over on XXXX XX/XX/XXXX. In XX/XX/XXXX my wife and i called Freedom Mortgage and was told that they would be sending us a new contract. We received this contract in XXXX XXXX we took it to a notary and signed everything then sent the packet back. We started getting calls from Freedom Mortgage on a bi-weekly basis stating that we were behind on our payments in the amount of {$25000.00} and we needed to make a payment. We told the collections department of Freedom Mortgage that we had already signed the new contract and that we were going to make the first payment on XXXX XX/XX/XXXX like the contract said and we also asked why they were calling since our new contract was signed and submitted. We were told that there was an error on the new contract and that it needed to go back to the underwriters for corrections, we would be getting a new contract to sign but to make the payment on XXXX XXXX like we agreed to. We did make XXXX and XXXX payments but we never recieved any new documents and the debt collection calls still came weekly to bi-weekly. i spoke to several different representatives and none of them would give me the same answer, i finally asked if they could tell me if my XXXX and XXXX payments were on my debt or on my new contract and again i never received a confident answer. one person would tell me one thing and someone else would say no that is not right. It is now XXXX and again i received a letter from the underwriters saying that they approve my loan and the documents are coming. The debt collectors are still calling and now they are starting the process all over again, they said that my payment will be x amount and that the first payment is due XXXX XXXX but i still have not seen a new closing document and i don't want to start paying money again without knowing where it is going. I have been dealing with this since XXXX of XXXX and all i want is a signed legal document stating that i pay x amount for x years and my home is mine. I am not trying to get out of paying my mortgage i just want to be sure that the money that i am paying them is going toward my mortgage and not just being thrown away. every time we call we are told that they are very behind and to be patient. i do not want to lose my home but i don't want to throw my money away either. i am just asking for some help to get the correct documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 764XX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage bought my loan in XX/XX/2018. From day one I have had nothing but problems with them, ie. recording payments properly miss applying payments to the wrong account. I have had converstions with them on more times then I would have cared to, with nothing resolved. I have asked for a face to face to resolve the issue but they stated " we dont do that ''. I have this all documented with the dates, times, and person Ispoke with. They have now filed a foreclosure proceeding against me. I am not in the arrears and I have all my bank statements to prove it. I have their statements showing on several different occasions that there was no payment due, I knew this was nor correct and amde the payments anyway. Their statements are very confusing and I believe this is intentional, so as to confuse the customer. they keep calling and asking me to sign up for a program to get money from the government to pay what they say are arrearage, I did not participate in this because I am not in the arrears, This seems like a scam on their part to get money not due them. I am in the process of compling the bank statements and will provide them in a few days. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08755
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am an XXXX XXXX XXXX XXXX service member. Freedom Mortgage has inaccurately and unfairly reported various 30 day late payments on my credit report. In fact, The 30 day late mortgage payments are creating an inability to financially create security for my family. The inaccurate and unverifiable information has been disputed by me directly with the data furnisher ; Freedom Mortgage. My rights under the FCRA have been violated along with what appears to be a COMPLETE disregard for my rights under the Service Members Civil Relief Act. These " late '' payments were a result of being forward XXXX in direct support of military operations in a foreign country. Internet services would go down for weeks at a time making it difficult to make payments on time. I had zero control and couldnt predict when internet services would be impacted. Mortgage payments were on time during the months where internet services remained online. There was NEVER a time however that my late payments exceeded 30 days. I have disputed these late payments as they are not only inaccurate but illegally reporting. My role as an XXXX XXXX service member is to protect the country. " FREEDOM '' mortgage is not only protecting me as an XXXX XXXX member but is contrarily causing severe hardship to myself and my family by refusing to update my credit report to reflect accuracy. Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92860
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I sold my house and paid off the existing mortgage to Freedom Mortgage Company. I was subsequently sent an escrow refund check for the amount of XXXX. I could not cash the check because it had my ex wifes name included on it. I contacted Freedom Mortgage and explained to them that I needed her name taken off the check since the divorce decree had been satisfied by her having gotten her portion of the equity in the house. I was instructed to send in a copy of the final divorce decree verifying that the house was awarded to me. I sent in the divorce decree and was told that the check would be electronically deposited into my account but it hasnt been and it is going on a month. This same thing happened in XXXX and it was resolved by simply changing the conjunction between the names on the check from and to and/or.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
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: I have requested a goodwill adjustment from my mortgage company so they can remove late payment status on my credit reports. On my XXXX, XXXX, and XXXX credit reports I am showing late payment status ' for the periods : XX/XX/XXXX and XX/XX/XXXX. I have sent letters and faxes all on the following dates : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. In each letter, the response from the mortgage company has been " they will get back to me shortly ''. But I never receive a follow-up from anyone at the mortgage company which is why I continue to send a letter and a fax each month. I have been in good standing and making my mortgage payments on time since XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A