Date Received: 2022-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan closed ( refinance in XX/XX/XXXX ) with all proper documentation and required insurances. Approx 2 years later it has been determined the lender did not accurately handle my escrow account. The amount I was required to pay each month for my mortgage did not take into account the wind insurance they required me to pay. This insurance, like the other insurances ( Home & flood ) was being paid by my escrow but the mortgage amount did not include the necessary funds to actually pay for this insurance as well. Due to their negligence, and dishonesty ( I believe they did this to convince me to refinance with them because they falsely portrayed a lower payment than my original loan, because it didnt have the wind insurance ) I am now required to pay $ XXXX more a month to cover the escrow shortage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78418
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has requested my insurance information a letter dated XXXX XXXX 2022. I contacted them and talked with XXXX. He provided me an email address and I forwarded my documents to him on XXXX XX/XX/2022. I then received another letter on XXXX XX/XX/2022, saying that the letter didn't cover from XXXX XXXX XXXX to XXXX XXXXXXXX XXXX and that if I couldn't provide coverage for those XXXX days, I would be charged XXXX. I once again contacted them and sent information to them on XXXX XX/XX/2022, and I have provided an adjusted statement to them. I then received another letter dated XXXX XX/XX/2022 about not having coverage. This letter included an option to submit via online and I submitted once again on XXXX XX/XX/2022. I have provided insurance verification once again and awaiting approval, but how is it legal or ok for the mortgage company to purchase a policy valued at {$680000.00} and my mortgage is only worth {$120000.00}, and then want to charge {$7600.00} per year for said coverage. If this is not illegal, should I write my congressman and ask for a law to be passed concerning this issue. Then in the notices that are sent your only option is to call or fax. Who has a fax machine in there house anymore? Only on the XXXX letter did it provide an option to submit via online. All of this seems illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, XXXX XXXX XXXX XXXX had a severe case of XXXX and almost died. According to his doctors, a lot of the problems he continues to have likely are related to the aftereffects of XXXX. He has been hospitalized XXXX times and has been in rehab XXXX times where he remains at the present time. In XX/XX/XXXX when XXXX became so sick XXXX of Freedoms employees asked me about a Covid Forbearance and we accepted. It ended on XX/XX/XXXX. Since then, we have been working with Freedom Mortgage to finalize the Cares Act plan extended to us. I continue to complete all the paperwork requested over and over. In the beginning, I was directed to complete paperwork online and did so several times before I was informed that they wanted it done by wet copies, signed, and dated by both of us. Nobody told us this the first XXXX or XXXX times that I completed packages. I have sent in all paperwork at least XXXX complete times and some of the documents have been sent in XXXX or XXXX. I was sending things in by regular mail. Now I am doing everything by PDFs, and I am emailing so I have a paper trail. Getting all paperwork signed and dated by both of us each time they need a new package is extremely hard. XXXX is over XXXX miles from our residence and with the price of gasoline it is hard to go get things redone over and over. After numerous phone calls and receiving different information from multiple representatives including staying on the phone for almost XXXX hours at a time to get to a contact person that I am working with now. She is trying to help but it is still very cumbersome and is asking for documents or more proof of things we have previously sent. For example, she is having a hard time getting underwriting to use our bank statements as proof of XXXX. They now have XXXX or XXXX bank statements showing our XXXX being deposited every month. We are in bankruptcy and in XX/XX/XXXX Freedom Mortgage notified their attorney that we had been turned down for any help under the Cares Act. This isnt true, we had not received a denial and were still in the process of completing the process. At that point, it had not been but XXXX weeks at that point since our Forbearance had ended. XXXX was a XXXX-plus-year veteran, and we refinanced our home with Freedom Mortgage with a VA three-year adjustable A.R.M XXXX Loan in XXXX knowing we could lock in at any time during the XXXX years and the remainder of the loan would be set at that rate. In XXXX, when I saw that our three-year A.R.M. would be soon ending, and we needed to lock in on a low-interest rate, I asked about locking in our rate and was told we could not do anything until we were out of our Forbearance period and our loan was settled according to the Cares Act. They have been dragging their feet and not settling this however, they are raising our interest rate effect XX/XX/XXXX, and our house payment is going up over {$100.00} a month. Plus, we must worry about the extra money that we owe them from the Forbearance time. This has been an absolute nightmare. My husband is sick and what was supposed to help us hurts us every way we turn. It is causing us stress and we are worrying about how we are going to pay for our home; all because we excepted help in a time of need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: While trying to order a payoff statement from Freedom Mortgage Corporation ( XXXX XXXX ) the fees related to the payout statements were not properly disclosed, nor was an initial payoff statement in accord with their website terms originally provided. Payoff was requested XX/XX/2022, the website instructions showed that a statement good for 30 days would be provided, there was no indication of the 30 day period on the resulting statement. Additionally the fee structure published and reviewed on the website prior to requesting the payoff did not properly disclose the {$30.00} payoff statement fee that was later charged to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06410
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage marked my mortgage payment as late, on XX/XX/2022 and subsequently reported it late to all XXXX credit agencies after I submitted it through their online system after XXXX on the XXXX day. They said that it is their policy to mark the payments as received on the next business day of it is submitted after XXXX ET on their website. This was unbeknownst to me. The law clearly states it has to be XXXX days late, which is was not. I've tried calling and talking to them on multiple occasions but to no avail. This dropped my credit score immensely, and harmed my ability to get a more favorable interest rate on a refinance opportunity. I am sure I am not the first or last person this has happened to. I'd appreciate any assistance you can offer to get this late report off of my credit report ( s ). I have never been XXXX days late before or after that time, and it was clearly paid before that time in this instance as well. Their internal processes should not impede my rights to pay my bills on time, and it be marked as such. Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20175
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During Covid, we received the covid hardship forbearance which was going to end in XX/XX/2022. We started to receive many letters about post forbearance options however any notification we received did not mention the deferral option which we qualified for under XXXX XXXX Freedom Mortgage basically tried to force us into a loan modification which we refused every month since XXXX We were that underwriting would work on the deferral and that it would take time, to make sure we made our payment for XXXX as XXXX was the 18th month under the Covid hardship forbearance. We made our payment as instructed however continued to receive phone calls about our loan modification plan. We had to explain over and over again that we never excepted a loan modification plan and that we wanted the loan deferral option. Once it was looked into we were told to not make the payment for XXXX because underwriting was still working on the loan deferral plan. In XXXX we received the payment deferral plan paperwork as well as more documents on the loan modification. We signed and returned the paperwork for the loan deferral and emailed it back to Freedom Mortgage as well as sent it using their messaging system on their website. In XXXX we were contacted again by Freedom Mortgage wondering why we had not made the XXXX payment towards the loan modification plan and we had to explain again as well as tell the representative what we were told. That representative agreed and said no payment was needed and we would receive further instruction one underwriting had finalized the loan deferral documents. We had not heard or received anything else so we reached out to Freedom Mortgage to check on the process and were told we never received a loan deferral document to sign then they said the reason the underwriting did not complete the loan deferral was that we were now over 18 months behind, due to not paying the payment in XXXX which we were instructed to not pay. We then made the XXXX payment and asked them to get the paperwork done ASAP so we could finish the process. We were told to keep paying the mortgage to keep the loan no more than 18 months delinquent which we continued to do. It is now XXXX and we still have not received the paperwork for our loan deferral, we are being charged fees, and we received another envelope filled with loan modification paperwork to sign. We called to let Freedom Mortgage know again that we did not agree to a loan modification and had been waiting on the payment deferral paperwork and the process to be completed since XXXX and we were told they would pass the message to underwriting. Today I received a call from a Freedom Mortgage representative to talk to me about the Loan modification we were now under ( despite us not agreeing to it or signing anything for it ) and she knew nothing about the payment deferral until I had her take a look at all the notes covering all of the conversations I had had with Freedom Mortgage. Freedom Mortgage is trying extremely hard to deny us our right to the option of our choice and is continuing to try to force us into a plan we have never wanted nor asked for. Meanwhile, I am seeing charge after charge on every bill for fees I have no clue about. Freedom Mortgage has also made it so that we can not get on the website to pay our mortgage as well. No matter who we have spoken to or how many times we have spoken to them, this is not getting resolved and at this point, I really feel that Freedom Mortgage is being deceitful and there is some kind of motive to this madness and I would like someone else to step in.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage processed a late payment due to a shortage of escrow. I was not notified by Freedom Mortgage of my escrow shortage, nor given the opportunity to pay the shortage. I have never made a late payment. My XX/XX/2022 due date XXXX XX/XX/2022 I was credited by my bank XX/XX/2022 in the amount of {$2700.00} which was short of the new escrow catchup payment to which I was not notified until I received my XXXX statement in the mail on XXXX XX/XX/2022. Freedom Mortgage chose to render this amount to a separate account showing me delinquent for the full amount. I promptly called and requested the late fee be waived, which they did. And, I paid the amount determined due with my {$2700.00} already paid. Freedom Mortgage sent another paper mail reference foreclosure proceedings and reported my late payment to the XXXX credit reporting agencies. I requested they notify the credit reporting agencies of their mistake. They never attempted to contact me by phone or email at all claiming t have mailed me for action. They simply sent the next XXXX statement as late owing the {$2700.00} plus {$290.00} escrow shortage plus the new escrow catch up payment {$2900.00} and the {$89.00} late fee. If this is the manner Freedom Mortgage notifies VA loan customers to the credit agencies on a routine basis I request you further investigate the matter. Secure message sent XXXX XX/XX/2022 to Freedom Mortgage : I am writing to request you retract my XXXX late payment report to the credit agencies to which you refunded the late fee. Please notify the XXXX credit agencies this was an erroneous late report. I was never notified by email, telephonically or by mail of my escrow shortage. I also was not given the opportunity to make a XXXX time payment. I paid promptly once notified. Please let know when this action is complete or your decision as soon as possible so that I may take the appropriate legal action if necessary. If this is a systemic problem within your company in servicing VA loans please correct. No response to date on credit agency erroneous reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am submitting this complaint because I believe Freedom Mortgage et al are intentionally dragging their feet on my refinance and I believe it's because of my race, age and gender. I started the refinance process in XX/XX/XXXX after they reached out to me to refinance because they had become my new current mortgage holder. They promised me a lower interest rate, XXXX costs, swift and simple closing an offer they were making to only a select few as a way of welcoming me to my new mortgage loan provider. It was a win-win for me because their offer would save me money on my home mortgage and so I, their new client readily accepted while turning down similar offers from other providers during my shopping/research process. Now, XXXX months later, interest rates have increased tremendously and I'm still waiting for a decision. It appears they don't want to refinance at the rate that was originally promised. The process has been wrought with unprofessionalism, and I continue to believe I have been a victim of discrimination and XXXX bias, or plain negligence as it relates to refinancing my home loan with Freedom mortgage, Loan # ( will be provided at later date per instructions ). I believe that Freedom is trying to do what they can or hold things up to the point the rate will increase and it will no longer be in my best interest to refinance, or I pull out the refinance process all together. If I pull out then all evidence of their discriminatory treatment can be destroyed when in reality they would never commit XXXX way or the other on my application. Since inception I have experienced the following : 1. My loan terms are constantly changed despite the originally promised and accepted loan term, interest rate, closing cost, out of pocket cost, and rate lock costs. 2. Multiple ( XXXX ) unauthorized hard credit bureau inquiries have negatively impacted my credit score. My credit has been pulled a total of XXXX XXXXimes, and on Tuesday XX/XX/XXXX, I received a request to pull my credit a 6th time, to which I objected because it had just been pulled on XX/XX/XXXX. I was told the credit report is valid for XXXX months so there should have not been a need for another request to access my credit. Only after I submitted another letter ( XX/XX/XXXX ) to the CEO of Freedom Mortgage ( XXXX XXXX ) and multiple members of the C-suite was I advised another credit inquiry was not needed 3. There has been inconsistent follow up, multiple unreturned phone calls by loan officers ( XXXX XXXX XXXX # XXXX, XXXX XXXX XXXX # XXXX, and XXXX XXXX ) 4. Conflicting information provided by loan advisor regarding the status of the loan 5. Multiple loan advocates over the life of the refinance process. Each time this changed I had to often times resubmit the same information/documentation again because it was lost during the transition ( XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX amongst others, these were the only ones I was able to capture. - Multiple requests to submit the requested documentation because it was not uploaded to the file or they miraculously didnt receive it. 6. Failure to accept a signed lease to justify the income received from my rental property. After several instances of back and forth about this I was told they wouldnt accept a lease and because of that my debt to income ratio was too high. Only after I wrote a letter, ( XX/XX/XXXX ), to the CEO of Freedom Mortgage ( XXXX XXXX ) and multiple members of the C-suite was my account reviewed again and the lease was determined as acceptable 7. Failure to accept or allow for a co-signer despite many attempts of offering 8. There were several AUS/LP approvals from XXXX and XXXX XXXX XXXX XXXX, but Freedom Mortgage never acted on this information, instead they kept requesting the same documentation many times. 9. My assets were not being leveraged to support a positive loan outcome. 10. At XXXX point, XX/XX/XXXX, I received an odd request about my Mothers home at ( address can be provided upon request ), that " I may have ownership interest in although my name doesn't appear on the deed or any other related documents. 11. Currently, I am being told they are unable to verify my income despite my having sent my XXXX which reflects a XXXX employee. o I submitted a paper tax return for XXXX in XXXX of XXXX, and to date the IRS is very behind on paper filings. As of last week, they have only completed returns received through XX/XX/XXXX. o I have not filed my XXXX taxes but I provided the information from my accountant reflecting an official extension filing. 12. The consistently increase the loan to value of my home. ( values can be provided upon request per instructions ) I continue to pay my loan with Freedom Mortgage ( who as a reminder is also my current loan holder ) on time through auto pay ; each month, on time, with XXXX late payments. I am at my wits end and need help. I simply want to refinance my home under the original terms and interest rate of 3.25 % of what was promised to me by Freedom Mortgage. Additionally, based upon this ongoing neglectful process, I have suffered immense stress, discrimination, embarrassment, financial losses based upon lower credit report and higher monthly mortgage payments, and the inability to manage my credit or take advantage of new opportunities that may impact my credit because of this excessively long process. Because of this experience, I would like my refinance processed and a swift closing, to be compensated for this undue burden, and Freedom Mortgage to be investigated for similar XXXX and gender discrimination actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 my wife and I received an escrow disclosure statement from our Mortgage servicing company -- Freedom Mortgage, XXXX, IN. The statement determined that our escrow account had a surplus of {$1000.00}. A check was enclosed to reimburse the funds. The letter then stated that in order to address the escrow imbalance they were going to adjust our payment with an increase of {$12.00} per month to rectify the imbalance going forward. I called the customer service number and had 3 different conversations regarding this payment increase. After going round and round for almost three hours I was connected to the " escalations department '' that handles difficulties with customers at a higher level. The representative was a man named XXXX. He seemed more reasonable and understanding of my issue and stated that he would forward my case back to the escrow department for review and then get back to me the following week. It has been almost 2 months since that conversation and we have yet to hear back from Freedom Mortgage. I have 2 complaints : 1. Increasing my payment even though I had an escrow surplus, and 2. not giving me any option to adjust the escrow in order to keep my payment the same. I have encountered this similar problem in the past dealing with escrow imbalances and we were given the opportunity to make adjustments to keep the payment the same. Being senior citizens on fixed incomes we resent being bulldozed by a loan servicing company that manipulates borrowers with slippery slope payment increases. Please investigate this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom mortgage submitted a 12 month payment history to a Lender I was attempting to refinance which showed I 30 days late 5 times in the past XXXX months. I have spoken to Freedom provided proof the XX/XX/2021 payment cleared my account and was not 30 days past due. I continue to be told it could be due to the bankruptcy.
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: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A